Please find below the answers to frequently asked questions.
If you can't find an answer to your question, please do not hesitate to contact us.
Where is my order?
Once your order has been dispatched, you will receive an email with your tracking details. This email will contain a link to the courier's website, where you can track your order and view all relevant information. Please note it may take some time for a tracking number to display any updates on a courier's website. If you can't find the email in your inbox, please check your spam and promotions folders.
If a delivery attempt was made while you were not at home, or if you missed your delivery, please check whether the courier has left your parcel in a safe place. Additionally, look for a notification card from the postal service, which may indicate that your parcel has been returned to the local delivery office. If so, the card will provide clear instructions on how to reschedule the delivery or collect your parcel from the sorting office.
Should your delivery take longer than expected or if you need any further assistance, please contact us.
Will my order be confidential?
Yes! We ship all our orders in plain discreet packaging. Additionally, your credit or debit card statement will not have any references to our store. You can read more about discreet packaging and billing here.
What are the delivery options?
We offer multiple tracked delivery options, with costs varying based on delivery speed. Free delivery is available for orders over £40. You will be able to choose a delivery option and see the associated cost before completing your order. For more details, please visit our Delivery Information page.
How to return an item?
Whether you've changed your mind or need to return a faulty item, you can do so within 30 days of delivery. You can find all the information and instructions for returning an item on our Returns & Refunds page.
My toy is not working
Start by troubleshooting common battery-related issues with your toy.
– Use fresh batteries. Some toys drain power even when not in use, so it is recommended to always remove batteries when storing your toy.
– Ensure you’re using the correct battery type and number of batteries. Refer to the toy’s packaging, enclosed manual, or product page specifications.
– Double-check that the batteries are placed in the correct direction.
– Some toys come with pre-inserted batteries that may have a paper disc blocking the connection – remove it before use.
– Batteries included with certain toys may be wrapped in a plastic seal, which must be removed for them to function.
– For twist-base toys, make sure the cap is securely fastened.
– If you have an older toy, gently adjust the battery springs to improve contact.
If your toy is rechargeable, ensure your toy is fully charged as per the instructions. Most rechargeable toys display a flashing light while charging and a solid light when complete.
If the issue persists or is of a different nature, please contact us at support@erostoys.co.uk. We will investigate your claim and be happy to offer you a replacement toy or a full refund in accordance with our Returns & Refunds Policy.
Can I cancel my order?
If you need to cancel or modify an order, please contact us as soon as possible. We cannot guarantee cancellations or modifications due to our fast processing times, as we strive to dispatch orders quickly to ensure prompt delivery. However, if you wish to return your order after receiving it, you can do so. Visit our Returns & Refunds Policy.