Ludilo

Refund Policy

This returns policy is provided by Ludilo SL, Calle Corretger (PQ. Empresarial Destro), 127, 46980 Paterna, Spain. Here is exactly how returns, refunds and exchanges work.

Last updated 1 September 2026

30-day return window

You may return any item within 30 days of delivery. This extends the statutory 14-day EU withdrawal period voluntarily. Items bought between 1 November and 24 December can be returned until 31 January.

Items should be in re-sellable condition with their original packaging. Trying a toy out is fine — using it for a month is not.

How to start a return

Open your order in your account, or write to [email protected] with your order number. We email a free return label within one working day.

Pack the toy in its original box, attach the label and hand the parcel to the carrier. Keep the drop-off receipt until the refund arrives.

Refund amounts and timing

We refund the price you actually paid for the returned items, including the standard delivery charge if you return the entire order.

Refunds are issued to the original payment method within 5–10 working days of the parcel arriving at our warehouse. Your bank may take a further few days to show it.

Express delivery surcharges and the cost of a second return for the same item are not refunded.

Faulty or damaged items

If a toy arrives damaged, incomplete or develops a fault within the statutory warranty period, contact us with a photo. We will send a replacement or refund in full, including all delivery costs. You never pay return postage on a faulty item.

Items we cannot take back

Personalised or custom-made items, and products where a hygiene seal has been broken, cannot be returned unless faulty. Digital gift cards are non-refundable but can be transferred.

Gift returns

A gift recipient can return an item using the order number on the delivery note. Unless told otherwise, the refund goes to the person who paid; store credit to the recipient is available on request.

Exchanges

We do not swap items directly. Return the original for a refund and place a new order — this is faster and guarantees the replacement is reserved for you.

Cancelling before dispatch

Orders can be cancelled free of charge until they are marked as packed. Contact us with your order number and we will refund in full the same day.

Questions about this policy?

Write to [email protected] or call +34 961 37 31 99. Ludilo SL will answer within five working days.

Contact us

Good to know

Questions? Answers.

Everything parents, gift buyers and collectors usually ask us — in one place.

Orders ship within 24 hours on working days. Standard delivery takes 2–4 working days across the EU. You'll get a tracking link as soon as your order leaves our warehouse.

Yes — delivery is free on all orders over €60. Below that, a flat €4.90 shipping fee applies.

Absolutely. You have 30 days from delivery to return any unused item in its original packaging for a full refund. See our Refund Policy for details.

Every product shows a recommended age badge (3+, 6+, 8+, 12+). You can also use the Gift Finder or filter the shop by age group to see only suitable toys.

All toys are tested to European safety standard EN71 and carry CE marking. Materials, safety notes and what's included are listed on every product page.

Yes — add gift wrapping at checkout for €2.90 per order. We never include prices in the parcel, so gifts can be sent directly to the recipient.

Of course. Enter your coupon code at checkout and the discount is applied instantly. Codes like WELCOME10 work on most products — some exclusions may apply.

No. You can check out as a guest and create an account later — your cart and wishlist will merge automatically when you sign in.

We accept major credit and debit cards. Payments are processed securely — card details never touch our servers. More payment options are coming soon.

Write to [email protected] or call +34 961 37 31 99 — Ludilo SL replies within one working day, Monday to Friday.

Still curious? Get in touch — we love questions.