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Can I pre-order items for delivery?

Yes; however this only applies to items that are specifically indicated as pre-order.

Can I change my order or delivery address?

It is only possible to change items in your order or the delivery address if your order has not yet been processed.

If your order has been despatched and you have included your mobile number for receive FREE SMS texts on your delivery, you will have the options to deliver to a neighbour, local post office or change the delivery date. These options are included on all UAE deliveries.

Most orders are processed within 9 hours of being confirmed.

Please contact our Customer Service Team on +971 3 782 5949 as soon as possible and we will advise the best way to ensure you get the toys and delivery you require.

Can I return items to the store?

We are very sorry if your purchase proves to be faulty. For a full refund or a replacement (including postage and gift boxing if applicable) for guidance with returning a toy.

We are pleased to offer our store customers returns direct to our warehouse. Just return your toys unopened, in a re-saleable condition, within 30 days. Our promise to replace faulty or refund faulty items does not apply to faults or damages caused by accident, neglect or misuse.

Do I get charged for the delivery of each item I order?

All orders direct from our warehouse attract one delivery charge, regardless of how many items you have ordered with exception of Pre-orders that are charged per item ordered and orders direct from our suppliers. For example; if your order is direct from our warehouse but also contains a large item from one of our suppliers, there will be two delivery charges.

What should I do if my product breaks down during the guarantee period?

Please contact our customer service team.

How do I enquire about the availability of a toy?

To find out about the availability of a toy simply searching the website. Please ensure you provide the following information; product name, price (if known) and the product make. Your enquiry will then be forwarded to our Customer Service Team who will provide you will details. Alternatively you can contact our stores directly.

What should I do with my waste batteries?

Under the Waste Battery Regulations, Hamleys are now offering a take back scheme for all portable waste batteries. There are collection boxes in all our stores - location details please check Locate our stores.

If it is inconvenient for you to visit our stores, you will find collection bins in most other retail outlets such as shopping mall and outlet stores etc.