Toy Street Reviews 

Reply from Toy Street

Jun 24, 2026

Hi there,

Thank you for taking the time to share your feedback, and we're sorry to hear about your disappointment with this order, especially as it was intended as a birthday gift for your nephew.

When we became aware of the stock issue, we contacted you as soon as possible to make you aware of the situation rather than allowing the order to continue without an update. We completely understand your request for an estimated restock date; however, in this case we were waiting for information from our supplier and unfortunately were not provided with any timeframe that we could pass on to you.

While we do our best to keep stock information accurate, we ultimately rely on our suppliers for product availability and restock updates. If a supplier is unable to provide us with an estimated restock date, there is unfortunately very little further information that we can provide until they update us.

We appreciate that this was frustrating, particularly when you were trying to decide whether to continue waiting or make alternative arrangements.

If you would like any further assistance with your order please contact us at mail@toystreet.co.uk with reference number 4001 and a member of our team will be happy to help.

Thank you again for bringing this to our attention, and we're sorry for the inconvenience caused.

Thank you,
Team Toystreet

Reply from Toy Street

Jun 1, 2026

Hi there,

Thank you for taking the time to share your feedback, and we're very sorry to hear about the delay with your order, especially as it was intended as a gift. We completely understand how frustrating this must be.

We can confirm that your parcel was dispatched to the courier in time for delivery on the next working day. Unfortunately, it appears that an issue has occurred within the courier's network which has delayed delivery. While we do our best to ensure orders leave us on time, we are unfortunately unable to control delays once a parcel is in the courier's possession.

We have checked our records and are unable to see any correspondence from yourself regarding this issue prior to this review. However, we can confirm that an investigation has already been raised with the courier so that we can establish what has happened and work towards a resolution.

We do apologise that you were left without an update regarding a revised delivery timeframe, and we appreciate your patience while this matter is investigated.

If you would like any further assistance with your order please contact us at mail@toystreet.co.uk and with reference 6954 number a member of our team will be happy to help.

Thank you again for bringing this to our attention, and we’re sorry for the inconvenience caused.

Thank you,
Team Toystreet

Reply from Toy Street

May 27, 2026

Hi there,

Thank you for taking the time to leave such detailed feedback, and we’re genuinely sorry to hear about the damage to the bike and the frustration this situation has caused, especially as it was intended for your son’s birthday. We completely understand how disappointing this must have been.

Firstly, we do apologise that the bike arrived damaged. Following investigation into the return process, we can see that the Royal Mail returns label was sent in error, as the parcel dimensions for a bike exceed Royal Mail’s standard size restrictions. Our usual process is to issue these labels for returns, and as bike returns are relatively uncommon for us, this restriction was unfortunately overlooked. We are human, and on this occasion a mistake was made.

We would also like to clarify that all emails sent to us were responded to within 24 hours. After receiving the returns label, you advised that “surely a courier needs to collect it,” and our team responded advising that a collection could be arranged using the provided links, still not realising at that stage that Royal Mail would not accept the parcel dimensions. The issue with the label restrictions itself was only raised directly once afterwards, at which point the problem became clearer.

Regarding the attempted return to Norwich, our collection point is open on Saturdays from 10am – 6pm and on Sundays from 10am - 4pm. However, we do not operate a physical retail store location ourselves. We share warehouse space with a sister company, and returns/collections can be made there by arrangement, which appears to have caused some confusion.

Once we became aware that arranging the return through Royal Mail would not be possible, we asked if you could arrange a courier return and advised that we would reimburse any reasonable return costs, as unfortunately we are not able to directly book courier collections ourselves. We understand this was frustrating given the circumstances and we’re sorry the process was not smoother from the outset.

We sincerely regret the disappointment and inconvenience this caused both you and your son.

If you would like any further assistance with your order please contact us at mail@toystreet.co.uk and a member of our team will be happy to help.

Thank you again for bringing this to our attention, and we’re sorry for the inconvenience caused.

Thank you,
Team Toystreet

Reply from Toy Street

May 22, 2026

Hi there,

Thank you for taking the time to leave such detailed feedback, and we’re genuinely sorry for the frustration and confusion caused by this order. This is absolutely not the experience we want our customers to have.

Following an investigation into this issue, we were able to identify that the problem was caused by the way these items had been booked into our warehouse system. Unfortunately, the full-size Palm Pals and the keyring versions were mixed up internally, which resulted in the incorrect item being sent to you. We completely understand your frustration, particularly as the listings had different titles, and descriptions. Even though the price difference was 30p we appreciate the frustration this has caused.

We’re also sorry that the returns process was not explained clearly. With our Royal Mail returns labels, a printer is not required, as the label can be printed for you at the Post Office, or alternatively a collection can be arranged if that is more convenient. We apologise that this was not communicated properly during your earlier contact with us.

While we did offer a 15% partial refund as a gesture of apology, we fully appreciate that this did not resolve the main issue, which was that you wanted the correct item you originally ordered.

We’re very sorry that this experience left you feeling disappointed and concerned about ordering with us.

If you would like any further assistance with your order please contact us at mail@toystreet.co.uk with reference number 2015 and a member of our team will be happy to help.

Thank you again for bringing this to our attention, and we’re sorry for the inconvenience caused.

Thank you,
Team Toystreet

Reply from Toy Street

May 18, 2026

Hi there,

Thank you for your review.

We can confirm that your order has been dispatched. As this is an international delivery, transit times can sometimes take a little longer depending on the destination country and local courier processing.

If you would like any further assistance with your order please contact us at mail@toystreet.co.uk with reference number 2475 and a member of our team will be happy to help.

Thank you,
Team Toystreet