Terms & Conditions

Delivery

  • Orders within Cairo are delivered within 1–2 working days.

  • Orders outside Cairo may take longer.

  • Due to high demand on some products, the requested item may sometimes be out of stock. In this case, we offer alternatives or an immediate refund.

  • Because of the daily changes in US Dollar rates, we reserve the right to adjust our product prices at any time without prior notice according to market conditions.

Dealing with Employees

  • It is strictly unacceptable to offend or insult any of our employees under any circumstances.

  • If there is a major issue, please contact us via email or WhatsApp, and we will do our best to provide a reasonable solution if possible.

Exchange & Refund

  • Exchange and refund can only be made in stores within 14 days with the original receipt, provided the product is in its original condition and has not been mishandled.

  • The following items cannot be exchanged or refunded once the box has been opened:

    • Pools

    • Inflatables

    • Puzzles

    • Plush Toys

    • Hygienic Products

  • Refunds will be issued using the original payment method.

  • Gifts can only be exchanged with the gift receipt.

Payments

  • TOY&JOY accepts secure and trusted payment methods: Cash on Delivery (COD) and Visa/MasterCard payments.

  • All payments are made in Egyptian Pounds. For credit cards in currencies other than EGP, your bank or card issuer may charge conversion fees, and TOY&JOY is not responsible for these fees.

  • If your credit card payment is declined by the bank, our team may contact you to confirm your main card details.

  • After completing an online payment, you will see a confirmation screen with transaction details. It is your responsibility to ensure all data is correct. TOY&JOY holds no liability for errors caused by inaccurate data entry or data loss due to factors beyond our control.

Returns

  • If an item is returned, the customer will receive a voucher equal to the paid amount minus shipping fees, banking fees (in case of online/POS payment), and any direct costs incurred by TOY&JOY to collect the product.

  • A voucher will be issued with the original purchase price (less any discounts).

  • Returns will not be accepted if the item is used, damaged, packaging is broken, incomplete, or not in its original condition.

  • No refunds are provided for delivery services.

  • Returns are accepted only within 14 days of purchase with proof of purchase (receipt).

  • Customers must take reasonable care of products until they are returned or collected.

Birthday Gift Exchange

TOY&JOY offers an exclusive benefit for fan members: the ability to exchange all birthday gifts for other items they or their children prefer, or combine the value of multiple gifts to purchase one or two higher-value products.

  • Returned items must be in brand-new condition, even if bought from other toy stores.

  • Eligible members are:

    • Those who organized the birthday with TOY&JOY event planners.

    • Customers who made at least one purchase per month (online or offline) during the last 6 months.

    • Customers who purchased from TOY&JOY (online or offline) in the last year with a value equal to or greater than the exchanged gifts.

Order Cancellation

  • Orders may be canceled before being shipped or handed to the shipping company, in which case only bank fees (if any) will be deducted.

  • If an order is canceled after shipping or handover to the courier, the customer will bear the return shipping costs, including any free gifts or giveaways included in the order.

  • Refunds will only be processed through the original payment method.

Notes

  • Any dispute or claim arising out of or related to this website shall be governed by the laws of Egypt.

  • Payment details entered on our website are transmitted directly to our payment provider through a secure connection.

  • The cardholder must retain a copy of transaction records as well as merchant policies and terms.

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