Frequently Asked Questions

How can we help? If you have thought it, chances are one of our other customers has thought it too. Check out our frequently asked questions below.

Can't find the answer you're looking for?

The Shop Mattel Australia customer service team is here to help you!
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Account Queries

What is the benefit of creating an account on your site?

Creating an account makes the checkout process much faster for future purchases – you won’t be prompted to enter your billing and shipping information each time you shop. To get started, click on the Login icon at the top of the page.

Why do I need a password when I create an account?

Your password is an extra level of security for the private information you give us, and will help protect against any unauthorised changes to your account after you complete the registration process.

How do I make changes to my account information?

You can change your information by clicking on My Account/Sign In at the top of the page. Log in to update your billing or shipping information, and more.

How do I log out of my account?

Click on your “Account” in the upper-right corner of your screen. You will then be able to select “Sign Out.”

I forgot my password! What should I do?

On the Sign In page, click on "Forgot password?". You will be given instructions and asked to enter your email address. Please do not call Customer Service to obtain your password. It can only be reset through the website using the "Forgot password?" link.

How do I delete my account?

You can delete your personal information you shared with Shop Mattel Australia by Contacting Us.

Placing an Order

Is the online store shopping area secure?

For your security, we use a variety of technology to prevent any private information you enter from being intercepted. Please see our Privacy Statement and Terms and Conditions for more information.

What forms of payment do you accept?

We accept Visa, MasterCard, American Express, Shop Pay, Apple Pay, PayPal, Afterpay, ZIP and Shop Mattel Australia Gift Cards.

Can I purchase gift cards?

You can purchase gift cards here.

Can I place my order by phone?

We cannot accept orders via phone. All orders must be placed online.

Can I email my order?

We cannot accept orders via email. Sending personal information, especially your credit card, through email is not safe or secure, and this method should not be used.

What if an item I ordered is not in stock?

We'll inform you if an item is out of stock and no longer available. If no longer available, you will be refunded for the item.

Shipping and Delivery

What are your shipping options and prices?

Shipping cost is determined at checkout and is dependent on the volume/type of product purchased in a single transaction.

Shipping Types:

Free Shipping: Free standard shipping is available for eligible orders over 100*.

Standard Shipping:

- For eligible orders under $100 is $10.

- For Collector orders is $5 (or $15 for orders under $100). This is to ensure additional fragile packaging is used for safe delivery.

- For Bulky orders is $15

Express Shipping: is available for eligible orders for $15.

Please Contact Us for more information.

How long do orders take to be processed/fulfilled?

Processing Time:

All orders are processed within 1 to 3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification once your order has been fulfilled and dispatched.

Processing time may increase to 3 - 5 business days during busy sale period and holiday periods throughout the year, such as Mother's Day, Father's Day, Valentine's Day, Christmas, Easter, Black Friday and Cyber Monday.

Shipping time excludes processing time. Please note that express shipping does not affect processing times.

For any time sensitive orders, please get in touch with us so we can do our best to accommodate your request. You can contact us here.

How long do orders take to be delivered?

Estimated Transit Time (after processing time):

Standard Delivery: 3-7 business days

Express Delivery: 1-3 business days

Please note, these are estimates only. Predicted delivery dates will be communicated by Australia Post once your order is in transit.

Can I send items to more than one shipping address?

To ship items to more than one address, please create a separate order for each shipping address.

Changing/cancelling an order

How do I change or cancel an order?

Once an order is submitted, we cannot guarantee it can be changed or cancelled. All orders, however, may be returned. Please Contact Us as soon as possible so we can assist you.

Order Status

How do I know whether you’ve received my order?

You will receive a confirmation email when your order is placed. You should receive this confirmation within 24 hours of placing your order.
You can also check the Order History in your account for details.

How long does it take to process an order and receive my package?

Our delivery partner for most parcels is Australia Post. For delivery time frames, please see here.

How do I check on the status of my order?

Please see your Order Status via your Account to track your order. If you still have not received your order but it is showing as delivered, please Contact Us.

My item(s) are damaged/defective. What should I do?

Please Contact Us so we can assist you.

My order is missing an item(s). What should I do?

Your order may have been shipped across multiple parcels. Please Contact Us so we can assist you.

I have not received my order. What should I do?

Please see your Order Status via your Account to track your order. If you still have not received your order but it is showing as delivered, please Contact Us.

Returns and Refunds

How do I return something I purchased?

To return your purchase, please contact us.

What is your Refund Policy?

You can find our Refund Policy on our Terms and Conditions page.

Gift Cards

Terms and Conditions

This Gift Card is not redeemable for cash, cannot
be exchanged and cannot be used to purchase other gift cards or other tenders.
Valid for 4 years from date of purchase. This Gift Card is issued by Retail
Prodigy Operations trading as “Shop Mattel Australia” and is only redeemable online
at shop.mattel.com.au. This Gift Card is not redeemable at any other Mattel
stockist. Terms and conditions subject to change without notice.