Return / Refund Information
There's a lot to choose from Disney Store and we want you to be happy with your purchase, so we understand if you may need assistance with a refund or want to return an item.
Here are some common questions in case you are facing an issue with your purchase:
- Time frame: Requests for return of change of mind purchases will be supported up to and including 13 September 2026. Any change of mind return requests need to be raised within 30 days from the day the order has been delivered to you.
- Return condition: Make sure your item is in a re-saleable condition, i.e. the item needs to be returned to us the same way it was given to you (in its original re-saleable condition with its original tags and packaging).
- No exchanges: Did something else catch your eye? Although we aren’t able to process a direct exchange, you can return the item to receive a refund, and then buy whatever else your heart desires.
- Items that cannot be returned for change of mind: Certain items such as sealed collectibles, opened 'mystery' sold items, jewellery, products with opened shrink-wrapped packaging, personalised items, swimwear and any items that have been part of a promotion (e.g. gift with purchase, purchase with purchase, multibuy, gift bundles) may not be returned, except if faulty, defective, damaged or incorrectly sent. Please see the full list here.
Will I get refunded the full amount I paid?
Your refund for a change of mind, includes the total value (that is product price and sales tax, if applicable, paid) of any returned items, excluding initial delivery fees (unless all the products that you receive in a single order are incorrect or faulty, defective or damaged, in which case, initial delivery fees shall be refunded to you as set out below), and after deducting returns delivery fees, the details of which as set out at the bottom of this page under "Return Methods". Please note, that for a change of mind return, no refunds are provided for any additional charges incurred by you on the order, such as import duties or levies, tariffs or cross border fees, applied by your local customs office or bank.
Any initial delivery costs paid by you in connection with your order where all the products that you have received in a single order are faulty, defective or damaged or incorrect, are reimbursable or refundable. However, any delivery and related costs incurred by you when returning products for other reasons (such as change of mind) may not be eligible for reimbursement or refund.
Once the return has been received and checked at the final destination, your refund will be issued back to the same payment method within 10-14 business days.
To keep you updated, you can follow the return of your package with our courier using the tracking number on your Australia Post Returns Label.
Well don’t we feel sheepish. Not to worry, we'll sort this out in no time. You'll just need to email us:
•Your Order Number (ANxxxxxxxx) and email address used to place the order
•The item(s) you wish to return and their respective return reason(s)
•Any photographs/videos illustrating the condition of the item(s) and the issue you’re facing, so our friendly team can look into it.
Time frame: Inquiries for faulty, defective or damaged items need to be submitted within 30 days from the day the order has been delivered to you. Inquiries made after 30 days from order delivery may be subject to further/additional requests for documentation and review. However, nothing in this policy limits any rights or remedies that may be available under applicable consumer protection laws.
No exchanges or replacements: We aren't able to process an exchange or replacement and can only provide a refund at this time.
To ensure your request is processed smoothly, please provide as much detail as you can – our friendly team will assess your request and reach out to guide you on the next steps within 3 business days.
Will I get refunded the full amount I paid?
You will get a refund of the total value of the item (that is product price and sales tax paid) of any returned items, any import duties or cross border fees, if applicable in your territory, but excluding initial delivery fees, if the item you received is faulty, defective or damaged. However, if all the items in a single order that you placed are faulty, defective or damaged, then delivery fees will also be refunded to you.
Once the return has been received and checked in our warehouse, your refund will be issued back to the same payment method within 10-14 business days.
Oh bother! We’re so sorry about this. If an incorrect item was delivered, you'll just need to email us a current and clear photo of the incorrectly delivered product and your Order No./Email ID in such manner as explained to you when you make a return request, so the friendly team can figure out what went wrong and fix it right up for you.
- Time frame: Inquiries for incorrectly delivered items need to be made within 30 days from the day the order has been delivered to you.
- Return condition: Make sure your incorrect item is in a re-saleable condition (i.e., the item needs to be returned to us the same way it was given to you (in its original re-saleable condition with its original tags and packaging).
- No exchanges or replacements: We aren’t able to process an exchange or replacement and can only provide a refund at this time.
Will I get refunded the full amount I paid?
If you want to return the incorrectly delivered item, you will get a refund of the total value of the item (that is product price and sales tax paid) of any returned items, any import duties or cross border fees, if applicable in your territory, but excluding initial delivery fees, if the item you received is incorrect. However, if all the items in a single order that you placed are incorrect, faulty, defective or damaged, then initial delivery fees will also be refunded to you.
Once the return has been received in the final destination and the damage, defect or fault is verified by the team, your refund will be issued back to the same payment method within 10-14 business days.
Missing items? Hakuna Matata (it means no worries). They may have been sent in more than one shipment.
Our warehouse workers are a diligent team. Once a parcel leaves their warehouse everything is accounted for. Check your emails because you’ll have one for every package detailing the items sent, and an associated tracking number. If the item you’re missing is listed in a delivery email but didn’t arrive, please reach out to the friendly team so they can look into this for you.
Will I get refunded the full amount I paid?
Yes, you will get a refund of the total value of the missing item (that is product price and sales tax paid), any import duties or cross border fees, if applicable in your territory, but excluding delivery fees. However, if all the items in a single order that you placed are incorrect, faulty, defective or damaged, then delivery fees will also be refunded to you.
Your refund will be issued back to the same payment method within 10-14 business days from the date of receipt and verification of the product at the Australia warehouse.
If your item is undelivered after the applicable delivery timeframe for your order, please contact the friendly team with your Order No./Email ID, so they can look into this for you.
Will I get refunded the full amount I paid?
Yes, you will get a full refund if the item you ordered is undelivered.
Your refund will be issued back to the same payment method within 10-14 business days.