Frequently asked questions
Find quick answers about orders, delivery, returns, products and your account.
Frequently asked questions
Orders and payments
Where can I find my order details?
Your order confirmation and customer account contain the details supplied at checkout. Store-specific instructions can be added here by the merchant.
Can I change or cancel an order?
Contact the store as soon as possible with your order number. Whether an order can be changed or cancelled depends on its current status and the merchant's policy.
Why has my payment not completed?
Check that your payment and billing details are correct, then try again. Your payment provider or the store's support team can help if the issue continues.
How do I update my contact details?
Update your saved details in your customer account. For an order already placed, contact the store and include your order number.
Delivery
How can I check my delivery status?
Use the tracking information provided for your order when available. The merchant can place current delivery guidance and support links here.
What should I do if tracking has not updated?
Review the latest tracking information first. If it remains unchanged, contact the store with your order number so they can advise on the next step.
What if my parcel arrives damaged?
Contact the store with your order number, a description of the issue and clear photos of the parcel and item where possible.
Returns and refunds
How do I request a return?
Read the store's current returns policy, then use the listed contact method and include your order number and the item you would like to return.
When will I receive a refund?
Refund processing depends on the merchant's policy, the return status and your payment provider. Check the current refund policy or contact support for order-specific guidance.
What information should I include?
Include your order number, the item name, the reason for your request and relevant photos when an item is damaged or incorrect.
Products and age guidance
Where can I find age guidance?
Check the product description, product images and packaging for merchant- or manufacturer-provided age guidance.
How do I care for a toy?
Follow the care and safety information on the product page and packaging. Contact the store if product-specific guidance is not shown.
What is included with a product?
The product description and images should list the included pieces. Ask the store to confirm before ordering if anything is unclear.
Account help
How do I access my account?
Use the account link in the store header and follow Shopify's sign-in instructions for the email address used with the store.
Can I view previous orders?
Sign in to your customer account to view the order history available for that account.