Toys R Us has fallen into administration, it was announced today. Here are the key need-to-knows for customers about gift cards, outstanding online orders, your return rights and the retailer’s ‘Take Time to Pay’ layaway scheme.
The administrator Moorfields Advisory has been appointed to conduct what it called an “orderly wind-down” of the company’s 105 UK stores, although the firm insists it is still seeking a buyer. Some 3,200 jobs are at risk as a result.
All Toys R Us stores will stay open until further notice, and there may be special promotions on clearance stock.
Got a Toys R Us gift card? Use it NOW
The administrator says gift cards and vouchers can continue to be used for as long as its shops are still trading – but use them as soon as you can, as stores could close without warning.
No new gift cards will be issued from now on.
Online orders will be honoured
The Toys R Us website stopped trading at 10am today (28 February). Customers will no longer be able to place online orders – if you want to buy clearance stock, you’ll have to go instore.
The administrator says all outstanding online orders (both ‘click and collect’ and delivery) will be fulfilled, as long as the stock is still available.
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Your return rights
Toys R Us has made changes to its returns policy as a result of going into administration.
It says it’s no longer giving refunds for any items – regardless of whether they were bought before or after the company went into administration.
However, it will exchange goods in-store as long as you have proof of purchase and items are unopened and in a resaleable condition.
You can only exchange goods while stores remain open – so if you have items to exchange, go now as stores could close without warning.
Under the Consumer Rights Act, you can normally get a full refund for faulty items within 30 days – see our Consumer Rights guide for more info. We’re clarifying with Toys R Us what it’s policy is with faulty items, and will update this story when we know more.
We’re also checking what it’s policy is regarding refunds for items which have already been bought online. Normally under the Consumer Contracts Regulations 2013 you can change your mind and cancel a purchase within 14 days of receiving the goods, and you then have a further 14 days to return them.
Paid using the Toys R Us layaway scheme? Act fast
Toys R Us’s Time to Pay layaway scheme lets shoppers pick an item and choose whether to pay for it over four, eight or 12 weeks. You pick up the item once the full balance is paid.
But the scheme doesn’t protect your money in the same way that a UK-regulated bank does.
If you’ve been saving for a purchase using the Time to Pay scheme, the administrator says it’ll only be honoured until 11 March – even if you weren’t due to finish paying off the item until after that date.
So if you’ve money in the layaway scheme you should go into a Toys R Us store as soon as possible to avoid losing your cash. You can either pay off the rest of the outstanding balance for the item you were originally saving for, or use your deposit to buy any other item. However Toys R Us says there will be no cash refunds for any money in the Time to Pay scheme.
‘We will be conducting an orderly wind-down’
Simon Thomas, Moorfields partner, said: “We will be conducting an orderly wind-down of the store portfolio over the coming weeks.
“All stores remain open until further notice and stock will be subject to clearance and special promotions.
“We’re encouraging customers to redeem their gift cards and vouchers as soon as possible.
“We will make every effort to secure a buyer for all or part of the business.”
Let us know how you’ve been affected
If you’ve been affected by Toys R Us going into administration – for instance if you’re struggling to return an item – let us know at email@example.com.