Scratch Surprise Disney Princess

Shipping Policy

We endeavour to process orders in our warehouse withing 3-4 working days (noting massive sales periods like Black Friday we advise customers that this will be up to 5-6 days.)

Orders are not processed on the same day they are placed online.
After dispatch, delivery to Victoria typically requires 3-6 business days.

• https://toymate.com.au/help-centre/shipping-and-delivery

Exchange, Returns, and Refunds Policy

Exchange Policy - https://toymate.com.au/exchange-returns/

Returns Policy

Instore Policy –

Customers are entitled to a replacement, credit, or refund where an item(s) have a fault, such as:

1. when it is faulty;


2. or wrongly described

We are not required to replace or refund your product if you simply change your mind. However, 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.

Where the product is faulty, damaged or does not meet description we will pay for return or goods and provide shipping label. It is always best for customers to contact our customer service team as for some items we will only require photos of the item and issue a credit directly without getting the item returned as cost of return shipping may exceed value of goods.

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 the Tax Invoice you received via email.

Alternatively, please contact our customer service team on customerservice@toymate.com.au or call 1300 869 628 for more information on how to return your item to our fulfilment centre.

Customer Service Policy

Our customer service number is 1300-869-628. Customers can also email directly to customer.service@toymate.com.au or message us through our Facebook page or help centre on website. Customer Service is available Mon-Sat and we will likely also provide customer service support on Sundays across November and December.

Click & Collect Policy

We are currently not offering click & collect.