My toy is faulty or damaged, what should I do?Updated 2 days ago

My toy is faulty or damaged — what should I do?

Oh no! We’re sorry to hear that 😔

Please contact us with your order number and clear photos (or a video) of the issue. Our team will review your claim and arrange a suitable resolution in line with Australian Consumer Law (ACL).

Possible outcomes may include:

• Repair
• Replacement
• Refund

How to get help

For online orders:

• Contact us via live chat, or
• Visit the Help Centre and select ‘Report an Issue’
• Include all relevant details (order number, images, description)

For in-store or Click & Collect purchases:

• Return the item to the store it was purchased or collected from
• The store team will assess the item and advise next steps

Important information

Under Australian Consumer Law, you may be entitled to a remedy if the product:

• Is not of acceptable quality
• Is not fit for its intended purpose
• Does not match its description or sample
• Please provide your Toyworld receipt or invoice when returning an item
• For online orders, refunds are issued to your original payment method

For more information about your rights, visit: accc.gov.au/consumers