Refund & Returns
Returns
We offer a 30-day return policy. You have 30 days after receiving your item to request a return.
To be eligible, the item must be unused, in the same condition you received it, with all tags/accessories, and in the original packaging. Please include the receipt or proof of purchase.
Return shipping costs are the responsibility of the customer.
Original shipping costs (if any) are non-refundable, unless we made an error or the item is faulty. The actual carrier cost will be deducted from your refund once the return is received and inspected. You may also arrange your own insured, trackable shipment.
To start a return, contact support@toktokbaby.nl first. Returns must be sent to:
Toktok Baby – Retouren
Jaap Ter Haarstraat 25, 1321 LA Almere, Netherlands
Items sent back without prior approval will not be accepted.
Bulky items
For large/oversized products (e.g., playhouses/beds, furniture, heavy weight items), contact us, and we can arrange a pickup/return label. The actual carrier cost will be deducted from your refund once the return is received and inspected. You may also arrange your own insured, trackable shipment.
Damages and issues
Please inspect your order upon delivery and contact us as soon as possible (preferably within 48 hours, and no later than 5 calendar days) if an item is defective, damaged, or incorrect, so we can evaluate and make it right. If we confirm a fault, we will cover the return or provide a replacement according to the case.
Exceptions / non-returnable items
Some items cannot be returned: perishables (food, flowers, plants), custom/personalized products, personal care items where hygiene seals are broken, and hazardous/flammable goods.
Gift cards are non-returnable.
Sale items: sale/discounted items are eligible for the EU 14-day right of withdrawal (see below), but are not covered by our extended 30-day store policy.
Exchanges
The fastest way to get what you want is to return the item (customer pays the return shipping) and make a new purchase once the return is accepted.
European Union – 14-day cooling-off period
If your order is shipped into the EU, you have the right to cancel or return within 14 days for any reason and without justification. The item must be unused, in its original packaging, and you must provide proof of purchase.
Return shipping is at your expense under this right of withdrawal, unless we made an error or the item is faulty.
Refunds
We’ll notify you once we’ve received and inspected your return. If approved, we’ll process a refund to your original payment method within 10 business days. Your bank/issuer may take additional time to post the refund.
If more than 15 business days have passed since approval, please contact support@toktokbaby.nl
Note: When we arrange a pickup/return label for you, the actual return cost charged by the carrier will be deducted from your refund and shown on your confirmation.