Delivery, Returns & Recycling

We currently ship worldwide from yotoplay.com but there may be some countries where we cannot, due to high shipping costs or regulatory reasons. This will be indicated at checkout.

For US customers, please visit us.yotoplay.com.

For Canadian customers, please visit ca.yotoplay.com.

For European (including Norway and Switzerland) customers, please visit eu.yotoplay.com.

For Australian customers, please visit au.yotoplay.com

Shipping times vary by location - if your ordered products are in stock we will aim to dispatch by the next business day. If your order is urgent, visit our Amazon shop, which offers Prime services for UK customers.

UK Standard shipping time: 3-5 working days from dispatch (Parcel delivery by Yodel, post delivery by Whistl*)

Whistl letter deliveries are initially sorted by Whistl and then passed to Royal Mail for "final mile" sortation and delivery.

If your parcel is delivered by Royal Mail, they have recently made changes to their service - these can be found on their Updated Redelivery process page.

Rest of the world Standard shipping time: 21-42 working days from dispatch, shipped by Whistl from UK, delivered by local 3rd party, tracking available up to point of shipping from UK but not in transit Express shipping time: 10-14 working days from dispatch, shipped and delivered by DHL, tracking available door to door

Please only contact us if you have still not received your order 7 days after expected arrival. Thanks for your understanding.

The shipping costs vary by country and will be indicated at Checkout. Note that shipping costs are calculated after discount code or tokens have been applied.

Items ordered from our UK webshop are shipped from within the UK and VAT is charged at UK rates, independent of whether the destination is in the UK or not. For customers requiring delivery outside of the UK who order from uk.yotoplay.com, we ship on INCOTERMS DAP which means that the customer will be liable for any import taxes and duty in their country. Please note that cross-border deliveries can be subject to opening and inspection by customs authorities. Yotoplay.com cannot guarantee that your goods will arrive in the same condition that they were dispatched should they be subject to inspection.

Changed your mind? No problem.

When purchased from yotoplay.com, you can return Yoto Players, Yoto Minis, Yoto Cards, Yoto Card Packs or Yoto supplied accessories within 60 days of purchase, for any reason.

For orders placed between 1 October and 31 December, you can return your items within 60 days or by 31 January, whichever is later.

To be eligible for a return, items must be undamaged, unopened (for Yoto Cards and Yoto Card Packs), in their original packaging, and with all the original contents. Return arrangements may vary by region (for customers located in the UK, see details below).

Please note: If your Yoto product develops a fault and you would prefer a refund, and it was purchased from Amazon or another retailer (whether online or at a retail outlet), you will need to return it to your original place of purchase. Each retailer has their own returns process, so it’s best to check their policy before getting started.

How to return your order (UK)

1. Start your return

Go to returns.yotoplay.com and enter:

• Your full order number, including the # (as seen in the order confirmation email)
• The email address used to place your order If your return is within the return window, you will be able to proceed with the return. Please note: items from different orders cannot be returned together.

2. Tell us about your return

• Confirm the item(s) condition. Note: If you are returning Yoto cards, you will be asked to confirm they are unopened. If you make the wrong selection, contact us with a photo and we will help.
• Select your reason for return
• Choose your preferred outcome:
  • Refund will refund the item through the original payment method
  • Store credit will provide you with a gift card of the same amount you paid for the product
  • Exchange, available for accessories only

3. Send your item back

Choose your return shipping option during the process.

• Unless otherwise specified, if you are returning from an address in the UK, EU, USA, Canada, Australia or New Zealand, you will be offered a free shipping option.
  • Please note: you may need a printer to print the return label that we will email to you.
  • When your return is approved, you will be provided a packing slip. Make sure to include it with your returned parcel.
• For items under £20, you will need to arrange and pay for shipping.
• If you choose your own shipping method, you will be responsible for the shipment.
  • Please note: if you choose this option, you will be responsible for the shipment, and Yoto will not refund the shipping costs.If you are returning from outside the UK, EU, USA, Canada, Australia or New Zealand, then you will need to arrange and pay for the shipping.
  • It is your responsibility to also arrange any insurance and packaging you deem appropriate, and you accept the responsibility of risk for any loss or damage during shipping.
• Send the parcel, packaged to avoid any damage, from your local postal operator or drop-off point.

4. We will take it from there

Once your return arrives and is checked, we will process your chosen outcome within 7 working days.

If the product is returned damaged, incomplete (for Yoto Cards and Card Packs, they must be returned complete and as sold), or not in the original packaging, this may result either in a reduction to your refund to compensate for the loss in value or in shipping the product back to you.

UK Returns Process:

• Go to returns.yotoplay.com
• Use your full order number (including #), as seen in the order confirmation email, and the email address associated with the order. Please note: you will not be able to return products from different orders in the same return.
• If your return is within the return window, you will be able to proceed with the return.
• If you are returning any Yoto Cards or packs, you will be asked to confirm that the item is unopened. If you tell us that the item is opened, you will not be able to return the item. If you make the wrong selection, please get in touch with a photo of the item, so we can verify its conditions.
• Tell us in as much detail as possible the reason for your return.
• Choose the resolution; ‘Refund’ will refund the item through the original payment method, ‘Store Credit’ will provide you with a gift card of the same amount you paid for the product, and ‘Exchange’ will only be an option for accessories.
• Choose the return shipping method.
• Unless otherwise specified, if you are returning from an address in the UK, EU, USA,Canada, Australia or New Zealand, you will be offered a free shipping option. Please note, Yoto will only cover return shipping for products valued over £20. For products valued below this threshold, customers will be responsible for organising shipments to Yoto. You will also see an option to make your own shipping arrangements. Please note: if you choose this option, you will be responsible for the shipment, and Yoto will not refund the shipping costs.If you are returning from outside the UK, EU, USA, Canada, Australia or New Zealand, then you will need to arrange and pay for the shipping. It is your responsibility to also arrange any insurance and packaging you deem appropriate, and you accept the responsibility of risk for any loss or damage during shipping.
• If Yoto is arranging your return, please note that you may need a printer to print the return label that we will email to you.
• When your return is approved, you will be provided a packing slip. Make sure to include it with your returned parcel.
• Send the parcel, packaged to avoid any damage, from your local postal operator or drop-off point.
• Once we have received the product, and if the item is in satisfactory condition, we will provide your chosen resolution within 7 working days.
• If the product is returned damaged, incomplete (for Yoto Cards and Card Packs, they must be returned complete and as sold), or not in the original packaging, this may result either in a reduction to your refund to compensate for the loss in value or in shipping the product back to you.

Once your return is received and inspected, we will let you know if your refund has been approved or rejected.

If approved, your refund will be issued to your original payment method within 7 working days.

Haven’t received your refund?

If your refund has not appeared yet:

• Check your bank account again
• Contact your card provider, they may still be processing your refund on their side
• Contact your bank, there can be a short delay before the refund is officially posted to your account

If you tried all of the above and still can’t see your refund, please contact us. We will be happy to help.

Sale items Sale items will be refunded up to the value they were sold at.

*Gifts * Refunds are always issued to the original purchaser. If a refund is provided as a voucher, it can be shared or transferred.

Exchanges within the return period are only available for accessories. If you wish to exchange an accessory (for example, to change its colour), follow the return steps above and select Exchange as your preferred outcome.

Within the warranty period we only replace items if they are faulty, defective or damaged. This applies within the product warranty period and is separate from the standard return process. If you experience an issue, please contact us and we’ll guide you through the next steps.

All Policies and Processes remain subject to change at any time. Current versions will always be available to view at the Yotoplay website.

You might be surprised to learn that WEEE is not in fact the sound of a child plummeting down a slide, but it’s actually the Waste Electrical & Electronic Equipment Directive. It’s far more exciting and useful than it sounds, so please do read on!

Sure. So what is it? The Directive states that as a retailer, we must provide a way for customers buying our new electrical products (i.e. Yoto Player, Yoto Mini, Headphones), the opportunity to recycle their old electrical items free of charge. We are registered with a company called Valpak to help us offer this service through their Distributor Take Back Scheme. We are also registered with Valpak for manufacturer compliance under the Directive.

Which items can be recycled? Wherever you see a picture of a wheelie bin crossed out, this is to show you that old electrical equipment can be recycled - reusing or safely disposing of any hazardous materials, and not be thrown away in your normal waste. So please keep it separate from your other waste and don’t throw it out!

Count me in! Where do I recycle them? Head over to www.recycleyourelectricals.org.uk for how to find a local recycling facility

Great. Now, show me the legal stuff. Ok! Our WEEE Producer number is WEE/MM6680AA Our Battery Producer number is BPRN09070 Our DTS registration ID is 600035