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Delivery and returns

DELIVERY

Where we ship

We currently ship worldwide but there may be some countries where we cannot, due to high shipping costs or regulatory reasons. This will be indicated at checkout.

For US customers, please visit us.yotoplay.com.

For Canadian customers, please visit ca.yotoplay.com.

For European customers (except UK but including Norway and Switzerland), please visit eu.yotoplay.com.

For the UK and all other countries, please visit uk.yotoplay.com.

Shipping times

Shipping times vary by location - if your ordered products are in stock we will aim to dispatch by the next business day. 

Despite the effect that Coronavirus is having on the world, we can confirm that orders are being dispatched as normal. 

EU Standard shipping time: 3-7 working days from dispatch from our warehouse in Germany. 

Cost of delivery

The shipping costs vary by country and will be indicated at Checkout. Note that shipping costs are calculated after discount code or tokens have been applied. 

Customs Duties

Items ordered from our EU webshop are shipped from within the EU. VAT is charged at the rate of the country of destination. There are no additional charges to those at checkout for delivery to countries within the EU. For customers requiring delivery outside of the EU who order from eu.yotoplay.com, we ship on INCOTERMS DAP which means that the customer will be liable for any import taxes and duty.

Please note that cross-border deliveries can be subject to opening and inspection by customs authorities. Yotoplay.com cannot guarantee that your goods will arrive in the same condition that they were dispatched should they be subject to inspection.

Returns

When purchased from yotoplay.com, you can return Yoto Players, Yoto Minis, Yoto Cards, Yoto Card Packs or Yoto supplied accessories within 60 days of purchase, for any reason.

The product must be undamaged, with its original packaging, and with all the original contents. Return arrangements may vary by region (details below).

Returns Process:

  • Contact us using the form on our support website. 
  • We will make the best arrangements depending on your return type, location and general situation.
  • If you are returning from an address in the EU, then Yoto will pay for the return shipping and will confirm arrangements during this process.
  • If you are returning from outside the EU, then you will need to arrange and pay for the shipping. It is your responsibility to also arrange any insurance and packaging you deem appropriate, and you accept the responsibility of risk for any loss or damage during shipping.
  • If Yoto is arranging your return, please note that you may need a printer to print the return label that we will email to you.
  • Make sure you will include your order number with your returned parcel.
  • Send the parcel, packaged to avoid any damage, from your local Post Office or drop-off point.
  • Once we have received the product, and if the item is in satisfactory condition, we will refund your original payment within 5 working days.
  • If the product is returned damaged, incomplete (card packs need to be returned complete and as sold) or not in the original packaging, this may result either in a reduction to your refund to compensate for the loss in value, or your return being made available for your collection without refund.

If you wish to request a refund rather than have a repair or replacement, and you purchased your Yoto product from Amazon or any other retailer, whether online or at a retail outlet, you must return them to your point of purchase. Different retailers will have different rules, so please be sure to check in advance of doing so.

All Policies and Processes remain subject to change at any time. Current versions will always be available to view at the Yotoplay website. 

Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 7 working days.

Late or missing refunds 
If you haven’t received a refund yet, please follow these steps:

  1. First, check your bank account again
  2. Then, contact your credit card company. It may take some time before your refund is officially posted
  3. Next, contact your bank. There is often some processing time before a refund is posted

If you’ve done all of this and you still have not received your refund yet, please contact us. 

Sale items
Sale items will be refunded up to the value they were sold at

Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact us for further details.

Gifts 
Refunds will only be made to the original purchaser of the goods. If the refund is in the form of a discount voucher then that voucher is transferable.

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