Exchange & Returns | Toymate | Online & In Store
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.
Alternatively, if you are not happy with your product, you can exchange any full-priced product within 14 days of purchase, provided it is unopened and you have a valid Tax Invoice. This can only be done at a Toymate store.
Please note that we will not exchange dress-up costumes, so please choose carefully. This is due to health and hygiene reasons.
Personal details will need to be provided to obtain an exchange or refund.
Web Store Policy:
You may return online purchases to your nearest Toymate store. Please take note of the Tax Invoice you received via email.
Alternatively, please contact our customer service team via webchat, email customerservice@toymate.com.au, or call our hotline at 1300 869 628 for more information on how to return your item to our fulfilment centre.
Frequently Asked Questions
We will accept returns for change of mind on products purchased online within 14 days from the date of receipt or if products are found to be faulty within a reasonable time frame. Please follow the steps below:
1. Contact our Online Customer Service team via webchat, email at customerservice@toymate.com.au, or phone at 1300 869 628. Please make sure to provide the details of your concern, including your order number, name, e-mail, and active phone number.
2. A Customer Service representative will contact you within 24 working hours to make arrangements for the return.
Please note that if the item is being returned due to a 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
1. Contact our Customer Service team via webchat or email at customerservice@toymate.com.au. Make sure to provide the details of your concern, including your order number, name, e-mail, and active phone number.
2. A Customer Service representative will contact you within 24 working hours to arrange for the item(s) to be returned.
If the item(s) is faulty, you will not be charged for the postage of returning the product(s).
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 and will not be refunded by the store team on the spot.
In-store purchases
Please return the item(s) to your nearest Toymate store, ensuring you bring your official receipt or proof of purchase with you. We kindly 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(s) within 14 days of purchase.
Please be aware that if you opt for a refund, the refund will be processed by our Customer Service team and will not be refunded by the store team 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.