Refund policy

Start a return online

To request a return, visit returns.lennies.com. Enter your order details and follow the steps shown. Please do not send items back until your return request has been approved.

Thank you for shopping at Lennie's Toys. Our return policy is designed to protect both our customers and our small family business. Please review the following details before starting a return.

A message from our family

Lennie's Toys is a small, independent, family-run shop made up of four family members. While we’re happy to accept eligible returns, we kindly ask that you carefully review and consider our return policy before placing an order. Returns can be costly for a small business like ours, and we genuinely appreciate your understanding and cooperation.

General returns

  • You have 30 days from the date of receiving your item to request a return.
  • To be eligible for a return, the item must be in new condition, unused, with tags attached and in its original packaging.
  • You will need to provide proof of purchase or your order details.
  • If an item arrives damaged, we may still ask you to return it. Once assessed, returned damaged items may be donated to a local children’s charity where appropriate.

Return charges and deductions

  • Change-of-mind prepaid return label: £4.95. This is deducted from the item refund. The returns portal shows the charge before submission.
  • Faulty, damaged or incorrect-item requests: these are assessed individually. They are not automatically charged a return fee; any applicable charge will be confirmed after assessment. Your statutory rights are unaffected.
  • Original delivery charge: this is not refunded except where required by law.
  • Delivery adjustment on partial returns: If the original order was £50 or more but the value of the items you keep falls below £50, delivery is recalculated under the current shipping policy. Standard delivery is £3.95 below £50 and free at £50 or more. The 1–2 working day service is £5.95 below £50 and £2 at £50 or more. Only any unpaid difference is deducted from the refund; for example, if £2 was already paid for the 1–2 working day service, the further adjustment is £3.95.
  • Discount adjustment: if the items you keep no longer qualify for an order discount, the lost discount amount is deducted. The exact amount is calculated and shown by the returns portal.
  • International returns: the customer pays return postage, customs charges and import duties.
  • Damage caused by inadequate return packaging: we may make a lawful deduction to reflect any reduction in value.

International returns and exchanges

  • Contact us within 7 days of delivery to initiate an international return, and ensure the items arrive back with us within 14 days of delivery.
  • Customers are responsible for return shipping costs, customs fees and import duties that may arise during the return process.
  • International customers must arrange their own return shipping label.

Bulk order returns

For customers returning three or more items from a single order, a 30% restocking fee may be applied. This helps prevent bulk purchasing with the intention of reselling or returning unsold items, including blind bags that may have been inspected before return.

Frequent returns

Where a customer has made frequent returns, a discretionary restocking fee may be applied on a case-by-case basis, subject to applicable consumer rights.

Order cancellations and amendments

If you need to cancel or change your order, please contact us at info@lenniestoys.com before dispatch. We will do our best to help, but once an order has shipped our standard return process applies.

Damages, defects and incorrect items

Please inspect your order when it arrives. If an item is defective, damaged or incorrect, start a request at returns.lennies.com as soon as possible and include the requested details or photographs. We will review the issue and work to put it right.

How to initiate a return

  1. Visit returns.lennies.com.
  2. Enter your order details.
  3. Select the item and reason for return, then provide any requested information.
  4. Wait for approval and follow the return instructions provided.

Approved UK returns may be provided with a prepaid return label where applicable. Returns sent without prior approval may not be accepted.

Refund process

After receiving and inspecting the returned item, we will notify you of the refund decision. If approved, the refund will be sent to the original payment method. Your bank or card issuer may take up to 10 working days to complete the refund after it has been issued. Original postage fees are not refundable except where required by law.

Questions?

If you need help before starting a return, contact callum@lenniestoys.com.