Returns & Refunds
Changed your mind? No problem. You have 30 days to send an unused toy back. Here is everything you need to know, in plain words.
How to return an item
Request a return
Sign in to your account, open the order and choose Request return. Ordered as a guest? Email sales@orange-toys.com with your order number.
Pack and send it
Once we approve your request, pack the item in its original packaging and send it to our studio in Latvia. Keep your tracking number.
Get your refund
We check the item and refund your original payment method within 14 days of receiving it. You get an email at every step.
The details
What can be returned
Unused toys and outfits in the condition you received them, with tags and in the original packaging, within 30 days of delivery.
Return shipping
Return shipping is paid by the customer. If your item arrived damaged, faulty or wrong, we cover the cost and send you a prepaid label.
Sale items and gift cards
Items from our Sale and gift cards are final sale. EU customers keep their 14-day right of withdrawal on them.
Your 14-day EU right
In the EU you can cancel your order within 14 days of delivery without giving a reason. The same condition rules apply.
Damaged or wrong item
Please check your parcel when it arrives. If something is damaged, faulty or not what you ordered, email us a photo and we will make it right.
Exchanges
The quickest way to swap a character or outfit is to return the item for a refund and place a new order.
Need help with a return?
Our team in Latvia is happy to help.
Returns address: Orange Company SIA, Zemenu iela 2i, Jelgava, LV-3001, Latvia. Last updated 28 September 2026.