Returns & Refunds

We want you to love your Toyzoo order. If something isn’t right, here’s how returns work.

Change of mind

You can return unused items in their original, unopened packaging within 14 days of delivery for a refund to your original payment method. Return postage is paid by the customer, and the original shipping charge isn’t refunded.

Faulty, damaged or wrong items

If your item arrives faulty, damaged or isn’t what you ordered, email us as soon as possible with your order number and a photo. We’ll arrange a replacement or a full refund, including postage. This doesn’t affect your rights under the Australian Consumer Law.

How to start a return

Email [email protected] with your order number and the item you’d like to return. We’ll reply within 1 business day with the return address and next steps. Please don’t send items back without contacting us first.

Refund timing

Refunds are processed within 3 business days of us receiving the return. It may take a few more days for your bank to show it.

Exceptions

For hygiene reasons, opened plush toys and items that have been used can only be returned if they’re faulty.

Toyzoo is an online store based in Newcastle NSW, shipping Australia-wide with Australia Post.