RETURNS POLICY
Instore Policy:
Customers are entitled to a replacement, credit, or refund where an item(s) has an issue, such as:
- When it is faulty or damaged.
- Wrongly described.
Your satisfaction matters to us! If a product isn't quite right, we offer exchanges on all full-priced items within 14 days of purchase, provided they are unopened and you present your Official Invoice. Simply visit any Toymate store to arrange your exchange. Personal details will need to be provided to obtain an exchange or refund.
Web Store Policy:
You can return online purchases at your closest Toymate store; just remember to present your email invoice. Please note that our store teams aren't authorised to issue refunds for online purchases. If you'd prefer to return your item to our fulfilment centre, please reach out to our online customer service team for detailed instructions. You can connect with us via webchat, email at customerservice@toymate.com.au, or by calling our hotline on 1300 869 628.
Important Exchange Information:
For health and hygiene reasons, we cannot offer exchanges or accept 'change of mind' returns on dress-up costumes unless they are faulty or damaged. Please choose these items carefully.
Additionally, we do not accept 'change of mind' returns or exchanges on Trading Cards for Online and In Store purchases.
FREQUENTLY ASKED QUESTIONS
We will accept returns for change of mind on products purchased online within 14 days from date of receipt, or if products are found to be faulty within a reasonable time frame. Please follow the steps below:
- Contact our Customer Service team via email at customerservice@toymate.com.au making sure to include your order number, name, e-mail and phone number.
- A Customer Service representative will contact you within 24 hours to arrange for the item to be returned.
Please note that if the item is being returned due to change of mind, the customer will need to pay for return delivery of the item. Alternatively, you can return your item(s) to any Toymate store within 14 days of purchase for a refund or exchange, along with proof of purchase. Please be aware that if you choose to receive a refund, the refund will be processed by our Customer Service Team and will not be refunded on the spot by the store teams. Refunds for change of mind purchases will be issued only for the cost of the item(s).
If you have purchased an item deemed to be faulty, we both apologise and request that you please follow the steps below:
Web store purchases
- Contact our Customer Service team via email at making sure to include your order number, name, e-mail, and phone number.
- A Customer Service representative will contact you within 24 hours to arrange for the item to be returned.
If the item is faulty, you will not be charged a delivery fee for the return's delivery.
Alternatively, you can take your faulty item(s) back to any Toymate store for a full refund or exchange. Please be aware that if you opt for a refund, the refund will be processed by our Customer Service team, it will not be refunded by the store teams on the spot.
In-store purchases
Please return the item to your nearest Toymate store, making sure you bring your proof of purchase with you. We request that you return the faulty item within a reasonable time frame.
You sure can! Please make sure to bring your proof of purchase with you and note that for change of mind returns, you will need to return the item within 14 days of purchasing it.
Please be aware that if you opt for a refund, the refund will be processed by our Customer Service team, it will not be refunded by the store teams on the spot.
Our Customer Service team will initiate the refund process as soon as we confirm the return of the item(s). For credit card refunds, we kindly ask that you allow 7–10 business days for the refund to be processed back into your account, which may vary depending on your bank's policies and procedures.
