Cancellation Policy
We understand plans can change, so we’ll do our best to help with your cancellation request.
Last updated: 7 September 2026
We understand that sometimes you may need to change or cancel an order.
We will always try to help, but the ability to cancel an order depends on whether the order has entered processing, personalisation or dispatch.
1. Cancelling Before Processing
If you contact us before your order has entered processing, we will make reasonable efforts to cancel it.
Please contact us as soon as possible after placing your order.
Email: contact@toyana.com
Please include your order number.
2. Orders Already Being Processed
Once an order has entered processing, we may not be able to cancel it.
This is particularly important for personalised products because production or preparation may begin shortly after the order is placed.
3. Personalised Orders
Personalised products are prepared specifically according to the information supplied by the customer.
Once personalisation or production has started, cancellation may not be possible where an applicable legal exception applies.
This does not affect your rights where the product is faulty, damaged or not as described.
4. Orders Already Dispatched
Once an order has been dispatched, it may no longer be possible to cancel the order before delivery.
In these circumstances, you may need to follow the applicable returns process.
5. Refunds After Cancellation
Where a cancellation is accepted and a refund is due, the refund will generally be made to the original payment method.
The time required for the refund to appear may depend on your bank or payment provider.
6. How to Request Cancellation
Email us at:
info@toyana.co.uk
Please provide:
- Order number
- Name used for the order
- Email address used at checkout
- Product(s) you wish to cancel
- Reason for cancellation, where applicable
We recommend contacting us as quickly as possible because orders can move into processing shortly after purchase.
7. Your Statutory Rights
Nothing in this Cancellation Policy limits or removes any cancellation or consumer rights you have under applicable UK law.