Refund policy

Returns & After-Sales Policy

Change of Mind

We do not accept returns or exchanges for change of mind, including if you no longer want the item, ordered the wrong product, or made a mistaken purchase.

For hygiene, quality assurance, and collectible reasons, toys, collectibles, mystery products, and any other items that have been opened, used, or removed from their original sealed packaging are not eligible for return or exchange due to change of mind.

If we agree to accept a change of mind return as an exception, the item must be unused, unopened, and in its original condition with all original packaging intact.

For approved change of mind returns where the order has already entered the packing process or has been dispatched, a 10% restocking and handling fee will be deducted from the total order value. The customer is responsible for all return shipping costs. Any actual shipping or postage costs already incurred by us for the original shipment may also be deducted from the refund amount.

Customised Products

Products that require us to open sealed packaging to verify or select a specific style, colour, design, character, variant, or any other customer-requested specification are considered customised orders.

As these products can no longer be sold as brand-new sealed items, they are not eligible for return or exchange due to change of mind once dispatched.

Please choose carefully before placing your order.

This policy does not affect your rights under the Australian Consumer Law.

Product Packaging

Product packaging is intended to protect the item during transit.

Minor cosmetic imperfections to the outer packaging, including slight dents, creases, scratches, corner wear, or shrink-wrap imperfections that do not affect the product itself are considered normal during shipping and do not constitute a product defect. These cosmetic packaging imperfections are not eligible for a refund, replacement, or exchange.

While we take great care in packaging every order, we cannot guarantee that the outer packaging will remain in perfect condition during transit.

Damaged, Defective, Incorrect, or Missing Items

If your order arrives damaged, defective, incorrect, or with missing items, please contact us as soon as reasonably possible, and preferably within 7 days of delivery.

To help us investigate your claim, please provide a complete, unedited unboxing video.

The video must clearly show:

  • The shipping label and unopened parcel before opening.

  • The entire unboxing process without interruption.

  • Any damaged, defective, incorrect, or missing items.

A complete, unedited unboxing video is required for claims relating to missing or incorrect items. For damaged or defective items, we may request additional photos or information where reasonably necessary to assess the claim.

If we confirm a manufacturing defect, shipping damage, packing error, or missing item, we will provide an appropriate resolution, such as a replacement, refund, or store credit, in accordance with the Australian Consumer Law.

After-Sales Time Limit

Any after-sales requests must be submitted within 30 days of the delivery date.

Requests made after this period may not be eligible for a refund, replacement, or other resolution, except where your rights are protected under the Australian Consumer Law.

Delivery Completion

Once the tracking status shows "Delivered", the order is considered successfully delivered.

We are not responsible for parcels that are lost or stolen after confirmed delivery.

If a parcel has been marked as delivered by the carrier, any claims relating to non-receipt should be raised with the shipping carrier where appropriate. We will provide reasonable assistance with carrier investigations where possible.

If you are concerned about the security of your delivery location, we recommend selecting a shipping service that includes Signature on Delivery, or arranging collection from your local Australia Post Office where available.