Frequently Asked Questions

1. How can I shop online?
2. What happens if the toy I want is out of stock?
3. Can I send toys as birthday presents?
4. Can I exchange the toy if it is not what I expected?
5. Can I send several packages to different addresses?
6. What happens if I am not home when my order arrives?

1. How can I shop online?

To shop online, you need to add the toys you want to your ItsImagical shopping cart. To make the payment, you must fill in the form with all the requested information. Then click on the "Check out" button. If you choose to pay by credit card, payment information will be sent through an advanced encrypting system that guarantees the confidentiality of the transaction. If you don't find the toy you are looking for, don't hesitate to ask us, as we are here to help. Remember that our gameologists are true specialists when it comes to the world of children.

2. What happens if the toy I want is out of stock?

Each product's file will provide you information about its availability. If when looking for one of our products online, you find that it is out of stock, you may contact us to put it on special order.

If it is a product that is permanently out of stock, our toy specialists will advise you on selecting another toy that offers the same functions. ItsImagical has hundreds of different options, designed to awaken the imagination and enthusiasm of the little ones.

Although we always check our stock, exceptionally it is possible for a product to sell out at some given time. If this happens after you have placed your order (one of the toys you ordered sells out), we will contact you and offer you a solution. If you decide that without this product you are no longer interested in the rest of the purchase, we will cancel the delivery and you will get your money back. If you prefer to wait, we will send the rest of the toys you ordered, and when we get the sold-out toy we will ship it to you at no additional cost. If the toy is permanently sold-out, we will give you a full refund.

3. Can I send toys as birthday presents?

Of course! Our toys are always wrapped in fun ways, with children in mind. You also have the choice of including a personalised card with your name. At ItsImagical, everything is possible. Just tell us your idea. Plus, all delivery dates are completely guaranteed. Don't hesitate and surprise the kids by sending them a present at their home.

4. Can I exchange the toy if it is not what I expected?

Always! Just contact us within 30 days of your purchase. You will need your sales receipt and the toy in the original box, in perfect condition. We are pleased to help you.

5. Can I send several packages to different addresses?

Certainly, but they must be in separate orders. With each purchase, you must clearly indicate the delivery address and we will take care of ensuring that it reaches its destination. We do what you ask us to.

6. What happens if I am not home when my order arrives?

Don't worry. We try to delivering your package more than once. If it happens again, they will contact us at itsimagical@itsimagical.com.hk. You will be informed in due time about the status of your order.