Contact customer service
Send us your order number, country and the reason for your return.
Returns Policy
You have 30 days after receiving your order to return eligible products to us.
Returning an international order does not need to be complicated. Whether you are ordering from Spain, Portugal, the United Kingdom or elsewhere in Europe, our customer service team will guide you through every step.
Arrange my returnInternational returns made simple
Contact us with your order number. We will send you clear return instructions and, where available, a trackable return label that can be handed in at a local parcel point.
You do not need to arrange a complicated international shipment yourself. Any applicable return charge will always be communicated before you send the parcel.
- Clear return instructions
- Local parcel drop-off
- Trackable return options
- No unexpected return costs
30 days
Standard return period
365 days
Extra guarantee for eligible unused products
Guided
Clear support for international returns
Standard 30-day return period
Changed your mind? You may return eligible products within 30 days after receiving your order.
Products must be unused, unopened and returned in their original packaging.
Return conditions
- The product must be unused and unopened.
- The original packaging must be complete and undamaged.
- Any hygiene seal must remain intact.
- All labels, manuals and accessories must be included.
- Your order information must be included with the return.
Important hygiene information
Once the seal of a hygiene-sensitive product has been opened, the product is considered used and will normally no longer qualify for return.
How to return an order
Receive your return instructions
We will explain how to prepare your parcel and confirm any applicable return charge before you send it.
Hand in your parcel locally
Where available, you will receive a trackable return label that can be used at a local parcel point.
Receive your refund
Once your return has been received and approved, we will process the applicable refund.
Return address
Elite Toys BV
Transportweg 11
9645 KZ Veendam
The Netherlands
Transportweg 11
9645 KZ Veendam
The Netherlands
Please contact us before sending your return. This helps us provide the correct instructions for your country and prevents avoidable delays or extra costs.
International returns
Ordering from another country should not make returning a product difficult.
Customers in Spain, Portugal, the United Kingdom and other European countries can contact our customer service team for clear, country-specific return instructions.
Return costs
The cost of a return depends on your country, the parcel and the reason for the return. Any charge will always be confirmed before you send the parcel.
If a product is faulty, damaged or incorrectly delivered, contact us before returning it. Once approved, we will arrange an appropriate solution and cover the reasonable return costs.
Returns from the United Kingdom
Customers returning an order from the United Kingdom should always contact us first. We will provide the correct shipping and customs instructions so the parcel is clearly identified as a returned order.
No unexpected costs
We will always explain the return process and any applicable charge before you send your parcel.
365-day extra money-back guarantee
Eligible products may still be returned after the standard 30-day return period has ended.
This additional guarantee applies only to unused and unopened products with their original packaging and hygiene seal intact.
Products that qualify
- Unused products
- Unopened products
- Products with the seal intact
- Products returned within the applicable guarantee period
Products that do not qualify
- Opened sealed products
- Used products
- Replacement products received under warranty
- Products returned outside the applicable period
The additional 365-day guarantee starts after the standard return period has ended.
Return shipping
Return shipping costs under the additional 365-day guarantee are normally the customer’s responsibility.
Refund without return
In selected situations, customer service may approve a refund without requiring the product to be sent back.
This may be considered when the cost or environmental impact of an international return would be disproportionate to the value of the product.
- Available for selected eligible orders only.
- May be approved once per 12 months per customer, account, household or delivery address.
- Customer service may request photographs or additional information.
- We may still require the product to be returned.
- Requests may be refused in cases of suspected misuse or unusual refund activity.
- This service does not affect your statutory rights.
Common return questions
Is returning an international order difficult?
No. Contact us with your order number. We will send clear instructions and, where available, a trackable return label for a local parcel point.
How much does an international return cost?
The cost depends on your country and the reason for the return. We will always confirm any charge before you send the parcel.
What happens if my product is faulty or incorrect?
Contact us before returning it. Once approved, we will arrange the correct solution and cover the reasonable return costs.
Do I need to arrange UK customs documents?
No. Contact us first and we will provide the correct instructions so the parcel is identified as a returned order.
Can I return an opened product?
Usually not. For hygiene reasons, products with an opened seal are considered used and normally do not qualify for return.
Do I always need to return the product?
Not always. In selected cases, customer service may approve a refund without requiring the product to be returned.
Need help with your return?
Contact customer service with your order number and country. We will explain the easiest return option available to you.
Arrange my return