If it goes wrong

There are two kinds of wrong here and they go to different places. Anything about the order goes to our retail partner. Anything about the thing itself we want to hear about too.

Anything to do with the order

Start with our retail partner, always. They took the payment, they packed the box and they hold the record of it, so they are the only ones who can do anything about a parcel that has not arrived, arrived broken, or turned out to be the wrong set. The terms that apply are the ones shown at their checkout when you bought it, and the window you have is theirs to set.

We cannot see your order and we cannot act on it. Writing here first only costs you a day, and on something time limited that day can matter.

A tile that came apart

This one is ours and we want to know. A magnetic tile is two moulded shells with magnets held between them, and a shell that parts at a corner is a moulding problem rather than an accident. Tell us which set it came from and roughly how old it is. A photo helps more than a description.

Do both at once. Take it up with our retail partner because they can act on it, and tell us because we are the ones who can stop it happening to the next batch.

A tile that rattles

Shake a suspect tile near your ear. A rattle means a magnet has come loose inside the shell, and that tile does not go back in the bag whatever else you do about it. If a set is doing that early, we want to hear about it for the same reason as above.

The wrong box for the child

Nothing broken here, just a bad match, and it is usually piece count or shelf. Before you send anything anywhere, the “which box” helper takes four questions and often says the box you have is right but the second one is wrong. Adding shapes to a pile fixes more sets than swapping them does.