Shipping & Returns Policy
At PremierToysBaby, we are committed to providing high-quality educational toys for your child’s development and awakening. We want you to be completely satisfied with your purchase. Below you’ll find all the details about our shipping and return policies.
Shipping Information
Order Processing Time
All orders are processed within 1-2 business days (excluding weekends and holidays).
Shipping Methods & Delivery Times
We offer two shipping options to meet your needs:
- Standard Shipping:
- Carrier: DHL or FedEx
- Shipping cost: €12.95
- Delivery time: 10-15 business days after shipment
- Free Shipping:
- Carrier: EMS
- Available for orders over €50
- Delivery time: 15-25 business days after shipment
Note: We ship worldwide except to some Asian countries and remote areas. Delivery times may vary depending on your location and customs processing.
Returns & Exchanges
Return Policy
You have 15 days from the date of receiving your order to request a return or exchange.
General Conditions
To be eligible for a return or exchange:
- The product must be in its original condition – unused, with all accessories and original packaging
- Proof of purchase (invoice or order confirmation) must be provided
- Certain products cannot be returned for hygiene and safety reasons (see below)
Non-Returnable Products
For hygiene and safety reasons, the following products cannot be returned or exchanged once opened:
- Doudous, peluches et jouets en tissu (Stuffed animals, plush toys, and fabric toys)
- Jouets de bain (Bath toys)
- Produits de premier âge en contact direct avec l’enfant (First age products in direct contact with the child)
Return or Exchange Process
- Contact our customer service by email at [email protected] using the template below
- Our team will send you a Return Merchandise Authorization (RMA) and return instructions
- Carefully pack the item with its original packaging and include the invoice
- Ship the package to: Promos Jouets Boutique
Service Retours
75 Avenue de Dunkerque
Lille, FR 38826 - Once we receive and inspect your return, we will process your request within 5 business days
Return Request Template
Subject: Return/exchange request – Order #[order number]
Content:
Hello,
I would like to request a return/exchange for my order #[order number] placed on [order date].
Concerned item(s):
– [Product name], Reference:
– Reason for return: [defective, doesn’t match description, etc.]
Desired option: [Refund / Exchange for [new product name]]
I confirm that the product is in its original condition with complete packaging.
Best regards,
[Your full name]
[Your email address]
[Your phone number]
Return Shipping Costs
Return shipping costs are the customer’s responsibility, except in cases of defective products or our error.
For international exchanges, any customs fees are also the customer’s responsibility.
Refunds
Once your return is approved:
- Credit card payments (Visa, MasterCard, JCB): Refund will be issued to the original payment card within 5-10 business days
- PayPal payments: Refund will be issued to your PayPal account within 3-5 business days
Note: The time it takes for the refund to appear in your account depends on your financial institution.
Defective Products
If you receive a defective product, please contact us immediately at [email protected] with photos or a video showing the defect. We will provide a prepaid return label and arrange for a quick replacement.
Questions?
Our team is available for any questions regarding our shipping and return policy. Contact us at [email protected] and we’ll be happy to help.
With our best attention,
The PremierToysBaby Team
Toys to grow, learn, and thrive