FAQ

Answers to the questions we get most often. If yours isn’t here, send us a message or call +961 78 81 78 76.

Ordering

Do I need an account to order?

No. You can check out as a guest. Creating an account is optional, but it lets you track your orders and keep a wishlist.

How do I know my order went through?

You will see a confirmation on screen and receive an order email. If neither appears, contact us with the product and the time you ordered and we will check.

Can I change or cancel an order?

Contact us as soon as possible on +961 78 81 78 76 or info@matoys.net. If the order has not yet been dispatched we can usually change or cancel it.

Payment

How can I pay?

Cash on Delivery for deliveries, and Pay at Pickup for store collection. We do not take card payments online at the moment.

Do you accept card or online payment?

Not yet. Payment is made in cash when your order arrives, or when you collect it from the store.

Delivery & pickup

Where do you deliver, and what does it cost?

We deliver across Lebanon only. Tripoli is $3, Beirut is $5, and anywhere else in Lebanon is $6. Store pickup from Tripoli is free. Full details are on our Delivery page.

Do you ship internationally?

No. We deliver within Lebanon only.

Can I collect my order from the store?

Yes, and it is free. Choose Store Pickup – Tripoli at checkout and pay when you collect.

Returns

Can I return something?

You may request a return within 10 days of receiving your order. Please contact us before returning anything. The product should come back in its original condition with all parts, accessories and packaging. Our full Refund Policy has the detail.

My order arrived damaged or incorrect. What now?

Contact us as soon as you can and keep the product, packaging and accessories until we have reviewed it. We may ask for photographs. We will arrange a replacement, exchange or refund as appropriate.

How are refunds paid back?

Because we take payment in cash, refunds are not reversed through a card system. Once a return is approved we will contact you to arrange how the refund is returned to you.

Products

Are the toys age-appropriate?

Most products list a recommended age on the product page. Please check it before buying, particularly for small parts.

Some products come in different colours. How do I choose?

Where a product has colour options you will see colour circles on the product page. Select one and the photographs update to that colour.

Do you sell fireworks?

Yes. Fireworks are sold for collection and delivery within Lebanon, and should be used responsibly and in line with local rules. Contact us if you need advice on a particular item.

Is a product in stock?

Products shown on the site are available unless marked otherwise. If something sells out between your order and dispatch we will contact you.