Our Returns Policy

Carmel Membery Updated by Carmel Membery

We understand it is very difficult to know if an online purchase will meet your expectations. 

That is why we have a 100% risk-free returns policy.

You buy it and our pal does not look like it was suppose to we will send you FREE postage labels to arrange it's return. The following conditions apply:

  • Items must be in perfect as-new quality (unused)
  • Original packaging is preferred but if not available you need to make sure it is protected for mailing.
  • All personalised toys are exempt from this policy as per our Personalisation T&C
  • Exchanges and Refunds will only be processed within 30 days of customer receiving the item (except for during Christmas **see below)
  • All goods purchased through NQR sale's are exempt from returns policy. 

Over Christmas we will extend the usual period of returns and exchanges to between Nov 10th to Jan 10th.

If you did not purchase the item, you are entitled to an exchange ONLY

Please be aware that exchange or refunds will only be processed when the goods being returned have been received and confirmed as as-new quality.

Refunds will only be actioned to the accounts from which the goods were purchased.

Toys used in any way are excluded from the policy. 

Gifts exchanging for other characters will require proof of purchase from the giftee including the specific order number and name of person

Due to the current climate we face navigating Covid-19, we can exercise the right to edit our returns and exchange policy to accommodate the expectations of our governments. As a result, change of mind returns for full refunds and exchanges, will attract an additional wait period of 7 days once received into our factory, to ensure the safety of our staff opening the packages. 

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