Here is what happens once a returned item reaches Mascot Toys. For details on how to send something back, see our Return Policy. Amounts here are in GBP (£).

How Refunds Work

We inspect every return once it arrives to confirm it meets our conditions. You will then get an email confirming whether your refund has been approved.

Approved refunds go back to your original payment method only.

Timing

Refunds are usually processed within 10 business days of us receiving and inspecting your return. Your bank may take a few extra days to show the funds in your account.

Refund Delayed?

Try checking your bank statement, contacting your payment provider, or asking your bank about processing times. Still no luck? Email us at support@mascottoys.store and we will help.

Refused Deliveries

If you refuse a delivery for reasons unrelated to damage or our error, we may deduct the original shipping cost and any return fees from your refund.

Damaged or Incorrect Items

No deductions apply when a refund relates to a damaged, faulty, or incorrect item. We will also aim to process these as quickly as possible.

Sale Items

As set out in our Return Policy, sale items are final sale and not eligible for a refund unless faulty, damaged, or incorrect.

Partial Refunds

In some cases, only part of your refund may be issued, usually when an item shows minor wear that affects its resale value. We will explain why in your refund confirmation.

Confirmation

Once processed, you will get an email showing the amount refunded, the payment method, and the date.

Questions?

Business Name: Mascot Toys
Email: support@mascottoys.store
Phone: +44 1758 904481
Business Address: 585 Uttoxeter Road, Longton, Stoke-on-Trent, ST3 5LT, UK
Customer Support Hours: Monday to Friday, 9:00 AM to 3:00 PM
Time Zone: GMT+00:00, British Summer Time (BST, GMT+01:00) applies March to October
Live Chat: Available 24/7

You can also reach us through our Contact Us page.