Help Centre

What happens after I buy something?

After your payment is confirmed, the item is reserved for you and the seller is notified to prepare it for drop-off.

If you change your mind, you can cancel within 1 hour of purchase. The seller starting preparation does not end this period. However, for Relay Point orders, cancellation is no longer available once the Relay Point has accepted and scanned in your package.

How will I know when my purchase is ready?

Once the seller drops off your package and the Relay Point scans it in, ToyRelay will notify you that it's ready for collection.

You then have 72 hours to pick it up during the Relay Point's opening hours.

What if my package isn't collected from the Relay Point?

Packages that stay past the collection window are removed from the Relay Point by ToyRelay, so hosts aren't left holding them. Your order is then final — the inspection window no longer applies and the seller is paid.

ToyRelay holds the package for 14 days. Contact ToyRelay within that time to arrange collection; after that, the package may be donated or otherwise disposed of.

What happens after I collect my purchase?

Once you collect your package, you have 24 hours to check that the item matches the listing.

If everything looks good, you can confirm early. If no issue is reported before the inspection window ends, the transaction completes and the seller's funds are released.

Something is damaged, missing or not as described. What do I do?

Report the issue through ToyRelay before your inspection window closes and include photos and details of the problem.

If a return is approved, ToyRelay will give you 48 hours to take the package to the designated Relay Point.

If the package isn't dropped off within that time, the approved return expires and the seller's funds may be released.

Please don't take a return to a Relay Point unless ToyRelay has approved the return and provided return instructions.

What does ToyRelay Protection cover?

When you pay through ToyRelay, your payment is held while the transaction is completed. This gives you time to receive and inspect your purchase before the seller receives the funds.

If there's a problem, report it within the inspection window so ToyRelay can review it before the funds are released.

Can I pay in cash?

For purchases completed through ToyRelay, use the payment options provided at checkout to receive ToyRelay Protection.

If you arrange an in-person transaction and choose to exchange cash privately, the payment takes place outside ToyRelay and isn't covered by ToyRelay Protection.

What happens when my item sells?

ToyRelay will notify you when your item sells. Please begin preparing the item within 48 hours. Once you start preparing, you'll have another 24 hours to drop it off at your selected Relay Point.

The buyer has a 1 hour cooling-off period after purchase and may still cancel during this time, even if you've started preparing the item. The buyer's standard cooling-off period ends when the time expires or, for Relay Point orders, when the Relay Point accepts and scans in your package, whichever happens first.

If the buyer cancels before drop-off, you'll be notified and should not take the package to the Relay Point.

Once the Relay Point scans your package in, the buyer is notified that it's ready for collection.

How do I set up payouts?

Before buyers can purchase your items, you need to complete a short Stripe Express onboarding so ToyRelay can send your earnings to your bank account. Learn more about payout setup.

Once you're set up, your earnings are released to your Stripe account after the buyer collects and inspects the item.

To view your earnings and manage payout details, go to Account Settings → Getting paid → Manage payout details. This opens your Stripe Express dashboard. If nothing happens, your browser may have blocked the pop-up — especially Safari on mobile — so allow pop-ups for ToyRelay and try again.

When do I get paid?

For all purchases, the buyer pays through ToyRelay and the payment is held securely by Stripe until the order completes — buyers should never pay cash, even at a meet-up.

Relay Point pickup: after the buyer collects the package, they have 24 hours to inspect it. If they confirm everything is as described, your funds can be released early. Otherwise, they're released automatically when the inspection window ends if no issue has been reported.

Meet in person: the payment is still held by ToyRelay, but the buyer checks the toy at the meet-up — that's their inspection. Once you both confirm the handoff, the order completes right away and your funds are released. There's no inspection window afterwards.

Swap: swaps are item exchanges with no payment held by ToyRelay. Any cash top-up is arranged and exchanged privately between the two parties, and swaps aren't covered by ToyRelay Protection.

What happens if a buyer returns my item?

Returns must first be approved through ToyRelay. If a return is approved, the buyer has 48 hours to drop the package at the designated Relay Point.

Once the returned package is scanned in, you'll be notified to collect it. You'll have 7 days to pick it up.

If the returned package isn't collected within 7 days, ToyRelay removes it from the Relay Point and holds it for 14 days. We'll email you to arrange collection; after the holding period, the package may be donated or otherwise disposed of. The buyer's refund is unaffected either way.

What can I sell on ToyRelay?

ToyRelay is for gently used toys and children's books that can be safely passed on to another family.

Listings and Relay Point packages must comply with ToyRelay's Terms of Use. Prohibited, dangerous, restricted or illegal items cannot be listed or placed in a Relay Point package.

How does swapping work?

Some listings are available for swapping. If the seller has enabled swaps, you'll see Offer a Swap on the listing.

Choose one of your own listings to offer and, if needed, add a cash top-up. The other person can accept, decline or counter.

Once you both agree, arrange a time and place to meet in person and confirm the swap through ToyRelay when it's complete.

Do all listings accept swaps?

No. Sellers choose whether they're open to swaps for each listing. If you don't see Offer a Swap, that item isn't currently available for swapping.

Can I add money to a swap?

Yes. If the two items have different values, you can include a cash top-up as part of your offer.

Do swaps use Relay Points?

No. Swaps are currently completed in person. Once your offer is accepted, you and the other person arrange the handoff.

What is a Relay Point?

Relay Points are local businesses that partner with ToyRelay to make buying and selling more convenient.

The seller drops the package at the selected Relay Point, and the buyer collects it during the collection window.

No coordinating doorstep meetups, missed calls or sharing your home address.

What can I put in a Relay Point package?

Only items associated with the ToyRelay transaction should be placed in the package.

Packages must not contain prohibited, dangerous, restricted or illegal items. Sellers are required to confirm that their package complies with ToyRelay's Terms of Use before using their drop-off pass.

How do I become a Relay Point Host?

If you run a local business with some space to safely hold packages, we'd love to hear from you.

Relay Point Hosts choose a package capacity that works for their space and earn a Host fee for each completed package cycle. ToyRelay provides the tools for receiving and releasing packages, so the process stays simple.

Email hello@toyrelay.com to learn more.