My package was returned to you. How do I proceed now?

First, you should look for the reason for the return. (You can learn more in this article)

If your address is correct, you have the following options to receive your order again:

  1. You use the self-service and can order the new shipment yourself. You can find out here how the reshipment via the self-service portal works.
  2. You contact our customer service and order a new shipment.

If your address is NOT correct, you must pay attention to the payment method. If you have chosen one of the following payment methods, the address can easily be changed:

  • Prepayment
  • Orders at a Toyparty
  • Credit card
  • Instant bank transfer
  • Giropay

In this case you can also order the new delivery yourself via the self-service. Please remember to adjust the address.
If you prefer to contact the customer service, please use the contact form. Please send the correct shipping address for comparison.

For the payment methods Paypal, purchase on account (Billpay), direct debit (Billpay) and payment by installments (Billpay) we cannot make any changes to the delivery address due to the specifications of the payment provider.

In this case it is necessary that the order is placed again by you. After we have received and processed the returned mail, we will refund the invoice amount or cancel the claim.

If you have any questions, you can of course contact our customer service at any time.

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