Returns Policy

We want every new arrival from the Dinkum Universe to become a first friend and a forever companion. But if your Dinkum isn’t quite the perfect match, we’re here to help.

Eligible items can be returned within 30 days of delivery for a refund, store credit or exchange, subject to the conditions below.

Return Eligibility

To be eligible for a change-of-mind return, your item must be:

Unplayed with and unused

Unwashed and unaltered

In its original packaging, including any display box

Returned with all sewn-in labels and hangtags intact and attached

To keep every Dinkum fresh, safe and ready for their new home, we’re unable to accept change-of-mind returns that do not meet these conditions.

Please note:

Final Sale Items: Items marked as “Final Sale” cannot be returned for a change of mind.

Bundles & Promotional Items: Partial returns of bundled gift sets are not accepted. If your order included a complimentary item (e.g., Gift-With-Purchase or BOGO promotion), the complimentary item must be returned alongside the qualifying product. If it is not returned, its full retail value will be deducted from your total refund or credit.

Packaging: Please pack your return with care. Dinkum Dolls is not responsible for items damaged in transit due to inadequate return packaging.

This policy applies in addition to your statutory consumer rights for items that are faulty, damaged, or incorrect.

Your Return Options

We offer three returns option. Choose the option that works best for you:

Store credit: Free return postage, plus an extra 10% store credit. You’ll receive store credit equal to 110% of the eligible item value being returned.

Exchange: Free return postage. Your exchange will be processed after your return reaches our warehouse and is approved.

Refund: A $10 return-postage fee will be deducted from the refund issued to your original payment method.

Any applicable fee or credit amount will be shown in the Online Returns Portal before you submit your return.

Original delivery charges are not refundable for change-of-mind returns.

How to Make a Return

Head to our Online Returns Portal and enter your order details.

Select your preferred return method (Store Credit, Exchange, or Refund).

Download and print your prepaid shipping label. Any applicable return fees will be clearly displayed before you submit your request.

Drop your parcel at any Australia Post location.

Returns Processing

Store Credit

Store credits will be delivered to your email address as soon as your return is in transit.

Refund

Once your return reaches our warehouse, please allow 2–5 business days for inspection and processing. Cash refunds will be processed back to your original payment method, less the $10 return-postage fee. Please allow additional processing time depending on your financial institution.

Original express shipping charges and delivery fees are non-refundable unless the item is faulty or incorrect.

Exchanges

We offer two convenient ways to exchange your item:

Standard Exchange: Submit a direct exchange request in our Online Returns Portal for a different character, skin tone, or accessory. Your new item will be dispatched as soon as your returned parcel arrives at our warehouse and passes quality inspection.

Exchange items are subject to availability. If your chosen item sells out before your return is processed, our Customer Happiness Team will contact you with your available options.

Store Credit and Reorder: If you don’t want to wait for an exchange to be processed, select Store Credit in the portal and submit your return and send it back to us. As soon as your return is in transit, you’ll receive store credit equal to 110% of the eligible item value, and your return postage will be free. You can then place a fresh order for your preferred character, skin tone, outfit or accessory.

Gift Returns

Received a Dinkum friend as a gift? You can submit a gift return through our Online Returns Portal using the order details.

Eligible gifts can be returned for store credit or an exchange.

Gift refunds cannot be issued to the gift recipient. Any refund to the original payment method will be returned to the person who placed the order.

Faulty, Damaged, Missing or Incorrect Items

If your order arrives damaged, incomplete, or incorrect, please submit a request using the Faulty or Missing Item option in our Online Returns Portal. You will be prompted to upload clear photos of:

The item and the issue

The product label or batch information, where available

The shipping packaging if the parcel was damaged in transit

Our Customer Happiness Team will review your request promptly and work with you on the appropriate resolution. Where a return is required for a verified faulty or incorrect item, return shipping costs will be fully covered by Dinkum Dolls

Orders From Stockists

If you purchased your Dinkum through one of our authorized stockist partners (online or in-store), please contact them directly within their standard return window.