Shipping Rates
We ship from the Netherlands to customers worldwide. Shipping costs are based on the destination and order weight. Below are our standard rates:
| Destination | Standard Shipping | Delivery Time | Free Shipping |
|---|---|---|---|
| Netherlands | €4.95 | 1–2 business days | Free over €50 |
| Belgium | €6.95 | 2–3 business days | Free over €75 |
| Germany | €6.95 | 2–3 business days | Free over €75 |
| EU (other) | €9.95 | 3–5 business days | Free over €75 |
| United Kingdom | €12.95 | 5–7 business days | Free over €100 |
| Rest of World | From €14.95 | 7–14 business days | Free over €100 |
Orders placed before 14:00 CET on business days (Monday–Friday) are dispatched the same day. All shipments include tracking information, which will be sent to you by email.
Delivery Information
We partner with reliable carriers to ensure your Thomas & Friends products arrive safely and on time.
- All orders are carefully packed to prevent damage during transit.
- You will receive a shipping confirmation email with a tracking number once your order has been dispatched.
- Delivery times are estimates and may vary during peak periods (holidays, sales events).
- For international orders, please note that customs duties or import taxes may apply depending on your country. These are the responsibility of the recipient.
- If your parcel has not arrived within the estimated delivery window, please contact us and we will investigate immediately.
Gift wrapping available! Add a special touch to your order with our gift wrapping service. You can select this option during checkout for a small additional fee.
Return Policy
We want you to be completely happy with your purchase. If for any reason you are not satisfied, you can return your order in accordance with EU consumer protection law.
14-Day Right of Withdrawal
You have the right to cancel your purchase and return the product(s) within 14 days of receiving your order, without giving a reason. This is in compliance with the European Distance Selling Regulations.
Conditions for Returns
- Products must be unused, undamaged, and in their original packaging.
- The 14-day period starts from the day you receive the goods.
- Returned items must be sent back within 14 days of notifying us of your intention to return.
- Products that have been opened, used, or damaged by the customer cannot be returned for a full refund.
How to Return an Item
Returning a product is simple. Just follow these steps:
Notify Us
Email us at support@thomassuperstore.com with your order number and the item(s) you wish to return. We will confirm your return request within 24 hours.
Receive Return Instructions
We will send you a return form and the address to ship the item(s) to. Please include the completed return form in your package.
Pack & Ship
Pack the item(s) securely in the original packaging. We recommend using a tracked shipping service for your protection. Return shipping costs are at your expense, unless the item is defective or incorrect.
Inspection & Refund
Once we receive and inspect the returned item(s), we will process your refund. This typically takes 3–5 business days.
Money Back
Your refund will be credited to the original payment method. Depending on your bank or payment provider, it may take an additional 1–3 business days to appear in your account.
Refund Information
Refunds are processed as follows:
- Full product refund: You will receive a full refund of the product price for items returned in their original condition.
- Original shipping costs: If you return all items from an order, the original standard shipping cost will also be refunded. If you return only part of an order, shipping costs are not refunded.
- Return shipping: Return shipping costs are the responsibility of the customer, unless the return is due to a defective product or an error on our part.
- Processing time: Refunds are processed within 5 business days of receiving the returned item. Your bank may take an additional 1–3 days to credit your account.
Damaged or Incorrect Items
If you receive a damaged or incorrect product, please contact us immediately at support@thomassuperstore.com with:
- Your order number
- A description of the issue
- Photos of the damage or incorrect item
We will arrange a free return and send you a replacement or full refund as quickly as possible. We sincerely apologise for any inconvenience caused.
Questions About Shipping or Returns?
Our team is ready to help. We typically respond within 24 hours.
Contact Us