FAQ
Find answers to our most frequently asked questions.
Everything you need to know about placing, tracking, and receiving your Toyella order.
Orders & Shipping
How long does shipping take?
Most orders are processed within 1–3 business days. Delivery usually takes 5–9 business days depending on your location and carrier updates.
Do you offer free shipping?
Yes, we offer free tracked shipping on eligible orders. Any available shipping offer will be shown clearly at checkout.
How can I track my order?
Once your order ships, you’ll receive a tracking link by email. You can use it to follow your package until it arrives.
Can I change or cancel my order?
Please contact us as soon as possible after placing your order. If your order has not been processed yet, we’ll do our best to help.
Simple support if something is not right with your order.
Returns & Refunds
What is your return policy?
We offer a 30-day return window for eligible items. Products must be unused, in original condition, and returned with their packaging.
How do I start a return?
Contact our support team with your order number and the reason for your return. We’ll guide you through the next steps.
When will I receive my refund?
Once your return is received and inspected, your refund will be processed to your original payment method within a few business days.
What if my item arrives damaged?
Please email us with photos of the item and packaging. We’ll help arrange a replacement or suitable solution.
Safe checkout and simple payment options.
Payments & Discounts
What payment methods do you accept?
We accept major credit and debit cards, PayPal, Apple Pay, Google Pay, and other payment methods shown at checkout.
Is my payment secure?
Yes. All payments are processed through secure encrypted checkout systems, so your payment information stays protected.
How do I use a discount code?
Enter your discount code at checkout before completing your order. If the code is valid, the discount will apply automatically.
Can I use more than one discount code?
Usually only one discount code can be used per order unless stated otherwise during a promotion.
Helpful information for parents choosing Toyella toys.
Product Safety & Care
Are Toyella toys safe for children?
We carefully choose toys designed for children’s everyday play. Always check the recommended age and safety notes on each product page.
What age are your toys suitable for?
Each product includes an age recommendation. You can also shop by learning stage, such as 0–12 months, 1 year olds, 2 year olds, and older children.
Are your toys Montessori-inspired?
Yes. Toyella focuses on Montessori-inspired toys that support hands-on learning, focus, creativity, independence, and screen-free play.
How should I clean wooden toys?
Wipe wooden toys gently with a damp cloth and dry them fully. Avoid soaking wooden toys in water, as this may damage the material.
Free resources and learning guides for Toyella families.
Digital Gifts & Guides
Do you offer digital gifts?
Yes, selected offers may include free digital guides, activity cards, or printable learning resources to support screen-free play at home.
How do I receive my digital gift?
If your order includes a digital gift, it will usually be sent by email after purchase or included on the order confirmation page.
Are digital gifts physical products?
No. Digital gifts are downloadable files, such as guides or printable activity sheets. Nothing physical is shipped for these items.
Need help? Our team is happy to support you.
Contact & Support
How can I contact Toyella?
You can contact us through the Contact page or email our support team. We’ll do our best to reply as quickly as possible.
When does support reply?
Our support team usually replies within 24–48 hours on business days. Response times may be slower during weekends or holidays.
What should I include in my message?
Please include your name, email, order number if available, and a clear description of your question so we can help faster.
“Toyella made it easier to choose toys that feel calm, useful, and screen-free. My child loves playing independently, and I love that the toys support real learning.”
Amelia R. London, United Kingdom