All Toys R Us stores in the UK are expected to close in the next six weeks. Here are need-to-knows for customers with gift cards, outstanding online orders, return rights and the retailer’s ‘Take Time to Pay’ layaway scheme.
Administrators Moorfields Advisory has today announced it has been unable to find a buyer for the retailer, which fell into administration at the end of February, meaning the loss of over 3,000 jobs and the closure of 100 stores.
It warns 25 shops have already closed or will shut their doors by the end of tomorrow, and the closure of the remaining 75 stores is expected to take about six weeks.
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Which 25 shops are the first to close?
Here are the shops that have already closed, or will have by the end of tomorrow: Aberdeen, Basingstoke, Belfast, Birmingham, Bolton, Bradford, Brislington, Cambridge, Cardiff, Derry City, Doncaster, East Kilbride, Exeter, Hayes, Kirkcaldy, Leicester, Livingston, Old Kent Road, Plymouth, Scunthorpe, Shrewsbury, Tamworth, Tunbridge Wells, Watford and York.
Can I spend my gift card?
Unfortunately not, as the deadline to use gift cards and e-gift cards was Sunday 11 March.
Can I exchange a product I’ve bought?
No, the deadline to exchange goods was also 11 March. There are, however, different rules if the item is faulty.
I want a refund – can I get one?
If you’ve changed your mind about a purchase, you won’t get your money back as the deadline for refunds was 11 March.
I’ve got a faulty item – can I get my money back?
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.
The administrator says Toys R Us WILL still be following this, but it’s yet to confirm what its long term policy will be so if you have any problems take the goods back as soon as possible or contact Toys R Us via its website or call 0345 786 9778.
Guarantees with Toys R Us are no longer valid, and customers are being told to contact the manufacturer if they have issues.
I’m still waiting for an online order – what now?
Although the Toys R Us website stopped trading at 10am on 28 February, it says any outstanding orders received prior to this will be fulfilled, as long as stock is available.
It says customers can expect their order to either be delivered or refunded in due course. If you’re still awaiting delivery, you can log your missing order on the Toys R Us website or call 0345 786 9778.
The administrator says all outstanding ‘click and collect’ orders will be fulfilled, as long as stock is still available. If your nominated store has already closed, contact Toys R Us for further information.
I’ve used the ‘Take Time to Pay’ layaway scheme
Toys R Us’s Take Time to Pay layaway scheme let shoppers pick a product and decide whether to pay for it over four, eight or 12 weeks.
If you used the Take Time to Pay Scheme, you may have recently received a letter from the administrators claiming you are a ‘creditor’ because you paid Toys R Us for goods, but haven’t received them. The deadline to pay off your outstanding balance and collect your goods was 11 March. Here’s what happens next:
If you have have already collected your goods you can ignore the letter and are no longer a creditor.
- If you have paid for your goods but not collected them you won’t be able to get a refund and you’re now a creditor of Toys R Us. Unfortunately when it comes to getting your money back, you’re likely to be at the back of the queue. See our guide for what to do when a company goes into administration.
- If you haven’t paid for your goods you won’t be able to get any refunds for the money you have previously paid and will be considered a creditor of Toys R Us. Just as above, you’ll be lower on the list of priorities when it comes to the administrators paying creditors.
I’ve got points on my loyalty card, Geoffrey Birthday Club, R Baby Club or Gold Card. Can I spend them?
You can no longer collect or spend points with your card or club memberships. You also won’t be able to swap your points for discount vouchers.
What does the administrator say?
Simon Thomas, joint administrator and partner at Moorfields, said: “We have made every effort to secure a buyer for all or part of the company’s business. This process attracted some interest, but ultimately no party has been able to move forward with a formal bid prior to the expiration of the stated deadline.
“All of the remaining 75 Toys R Us and Babies R Us stores will remain open until further notice. We’re extending the nationwide discounting programme and would like to encourage customers to take advantage of the special offers available in store while stock levels remain high.”
For more information check the administrators Moorfields’ website or contact the dedicated customer helpline on 0345 786 9778.