Return Policy

Return Policy

We hope that you love your purchase! If for any reason you don't, you can return your selection for a refund within 30 days of receipt.

Returns

  • We only accept returns for items purchased directly from au.creations.mattel.com. Please return all other items to the original place of purchase.

  • All returns are monitored.

  • Customers can return their order for change of mind if the product if unopened, unused and in its original packaging.

  • All returns to the warehouse due to change of mind are the responsibility of the customer. Mattel Creations Australia are unable to provide compensation for postage costs for products returned due to change of mind.
  • If a customer receives the wrong product, they should send an email to mattelcreationsaustralia@retailors.com. Customer Support with respond as soon as possible to your query.  
  • Customers are unable to return Collector items after 30 days from delivery date for any reason other than manufacturing faults. 
Starting a Return

  • To return product customers will need to send an email to mattelcreations@retailors.com and we will respond as soon as possible with instructions on the return process. Alternatively please contact us HERE

Further Information
  • We will provide an exchange, credit note or refund in the situation that a product is deemed faulty. 
  • Proof of purchase from Retailors is required for all exchanges, credit notes and refunds. 

  • If an item was discounted at the time of purchase and a refund is issued then the amount returned will be the discounted amount. 

  • If an item is returned then it will be returned to the same tender.

  • Due to hygiene reasons we are unable to accept returns for clothing purchases if it is for change of mind or incorrect size. 
  • If a product is purchased online at au.creations.mattel.com, customers can return or exchange product only via au.creations.mattel.com 

  • If a purchase requires a refund after being purchased using a Buy Now Pay Later payment option; PayPal Afterpay and Zip Pay, you will need to complete the Retailors returns process as normal and payment refunds will be subject to the individual payment merchant’s policy. 

  • Depending on the size/condition of the product, alternative return conditions may apply to orders that are delivered to New Zealand. Please contact us for more information.