FAQ

Find answers to common questions about ordering, payment, shipping, returns, and customer support. If you need additional help, email us at service@toylumo.com. We aim to respond within 1–2 business days.

Orders

How can I check my order status?

After placing an order, you will receive an order confirmation email. Once your order has shipped, we will send a separate shipping confirmation email with tracking information.

Can I change or cancel my order?

Please contact us as soon as possible. We will try to help before the order is dispatched, but changes or cancellations cannot be guaranteed once processing has started. Orders that have already shipped cannot be changed or cancelled and may need to be handled through our return process.

I did not receive an order confirmation. What should I do?

Please check your spam or junk folder and confirm that the email address used at checkout is correct. You can also contact us with your name and order details.

Payment

What payment methods do you accept?

We accept PayPal. Eligible customers may also pay with major credit or debit cards, including Visa, Mastercard, American Express, and Discover, through PayPal’s secure checkout.

What currency will I be charged in?

Orders are processed in USD. If your payment method uses another currency, your bank or payment provider may apply its own exchange rate and fees.

Shipping

Where do you ship?

We ship to the countries and regions available at checkout. Delivery availability may vary by destination, product, and carrier restrictions.

How long will delivery take?

Orders are generally processed within 3–7 business days. Estimated transit time is usually 14–30 calendar days after dispatch. These estimates may vary because of customs, carrier delays, holidays, weather, or destination-specific conditions.

How can I track my package?

Tracking information is emailed after dispatch. It may take 2–5 business days for the carrier’s first tracking update to appear.

What happens if I am not available for delivery?

The carrier may attempt redelivery, leave collection instructions, or hold the parcel at a local facility. Please follow the carrier’s tracking updates and instructions.

Returns and Refunds

Do you accept returns?

Eligible items may be returned within 30 calendar days after delivery. Items must be unused, undamaged, and returned in their original packaging with proof of purchase. Please contact us before sending any return.

Who pays for return shipping?

Toylumo will cover reasonable return shipping costs when an item is defective, damaged on arrival, or incorrect. For returns based on preference or change of mind, the customer is responsible for return shipping unless applicable law requires otherwise.

When will I receive my refund?

We normally inspect returns within 5 business days after receipt. Approved refunds are issued to the original payment method within 5 business days. Your bank or payment provider may require additional time to post the funds.

Can I exchange an item?

Please contact us to confirm availability. Depending on the item and destination, we may arrange a replacement or ask you to return the original item and place a new order.