Refund policy

No Returns

Due to the intimate nature of our products, we do not accept returns under any circumstances, even if the product is unopened. This policy exists to ensure that every customer can trust that their toy has never been touched or used by anyone else.

No Cancellations

All sales are final at the time of purchase. We do not accept cancellations once an order has been placed.

For "Made-to-Order" toys, we may be able to accommodate changes to your order up until the point it is poured. Once the toy has been poured, no further changes can be made. If you need to request a change, please reach out to us as soon as possible through our contact form. Changes may incur additional charges.

Refunds or store credit, either total or partial, are only ever given at our discretion and on a case-by-case basis.

Defects and Undisclosed Flaws

Our toys are handcrafted, and minor surface variations are a normal part of the production process and are not considered defects. If your toy was listed as a flop, the disclosed issue is part of what you purchased and is not grounds for a remedy.

If your toy arrives with a flaw that was not disclosed at the time of purchase, please contact us with photos and a description of the issue and we will work something out with you. The best way to contact us with photos would be to our email address: desertislandtoys@protonmail.com

Damaged, Lost, or Stolen in Transit

Once an order has shipped, Desert Island Toys is not responsible for loss, damage, or theft during transit. Please contact your carrier to file a claim. We do not have any additional tracking information beyond the tracking number, which we will have sent you.

Colour Variation

We make every effort to represent our products accurately, but colour may vary slightly from what is shown on screen due to display settings, lighting, and the nature of handcrafted production. Colour variation that falls within normal parameters is not grounds for a return or refund. If you believe you received the wrong toy entirely, please contact us immediately.

European Union Customers — Right of Withdrawal

Under EU consumer law, customers within the European Union are ordinarily entitled to a 14-day cooling-off period during which they may withdraw from a purchase without giving a reason.

As a small, one-person operation, Desert Island Toys has considered its options carefully. We have seen some peers withdraw from the EU marketplace entirely — that is not something we want to do, as we got into this business to bring joy to as many customers as possible. Nor do we want to charge EU customers more to offset an unknown volume of potential returns. Instead, we have settled on a straightforward solution:

For our EU customers we shall only sell customized products.

In practice, this means the following:

• Made-to-Order toys are already exempt from the right of withdrawal as "custom-made or personalized goods," produced specifically to the customer's specifications.
  
• In-stock toys will be further personalized for EU customers by way of a handwritten message in permanent marker on the product packaging — think of it as the artist signing their work. Something along the lines of "Thanks so much [name], ~Neal" for example, though the exact message is up to what the customer desires. We reserve the right to cancel an order if we consider the requested message objectionable. Customers outside of the EU are also welcome to request this personalization in their order notes if they wish.

All of our sales to the EU are thus exempt from the Right of Withdrawal, as all will be personalized goods, or not sold at all.