faq
FAQ

Products

Replacement Products and Parts

    How can I replace a broken or faulty Sylvanian Families product or part?

    If a product is broken or faulty when you receive it from us, just contact our customer service team on customerservices@epochmakingtoys.com. Describe the part itself and any faults in as much detail as possible so we can follow up with our Quality Department. If you can take a digital photograph and send the picture to the team this would be very helpful. Please keep the product or part safe as we may ask you to return it so that our team can have a closer look. In that case, we’ll email you and cover your shipping costs. Our Customer Services advisors may in their discretion arrange for such Products to be collected from you. A copy of your receipt of purchase may also be required.

    I've lost a Sylvanian Families part and want to buy a replacement. What should I do?

    Please contact our customer service team on customerservices@epochmakingtoys.com. They will advise you on the stock availability of the part and the price. If you are happy with the price and we have the item in stock then please confirm to the customer services team. Parts can only be purchased by cheque or postal order.

    Can you repair my Sylvanian Families toy?

    For quality and toy safety reasons, we can't offer repairs for Sylvanian Families toys. If the quality of a Sylvanian Families toy doesn't meet your expectations, please return it to the retailer where you purchased it for an exchange or contact our customer service team using the same process as for broken or faulty products detailed above.

    There were pieces missing from my new Sylvanian Families toy. How can I get these pieces?

    On the rare occasion that something is missing from a Sylvanian Families set, don’t worry, if we have the part available in stock, then we can send the part directly to your home. Please contact our customer service team via customerservices@epochmakingtoys.com. Describe the part itself and any faults in as much detail as possible to ensure we send the correct part. A copy of your receipt of purchase may also be required. We will send an email confirmation once the part has been sent or notify you if for whatever reason we are unable to send the part.