Return Eligibility

To be eligible for a return, your item must meet the return requirements below.

• The return request must be started within 30 days of delivery.
• The item must be unused, undamaged, and in its original condition.
• The item should include its original packaging, tags, accessories, manuals, and included parts when applicable.
• The item must be returned according to the instructions provided by customer service.
• Proof of purchase or order information may be required to review your request.

Item Condition

Returned items are inspected after they arrive. Items that show signs of use, damage, missing parts, altered packaging, or return activity that does not follow our instructions may not qualify for a refund.

Collectible items should be packed carefully for return shipment. Please use protective packaging when sending items back so they arrive in the best possible condition.

Non-Returnable Items

Some items may not be eligible for return. Non-returnable items may include:

• Items marked as final sale at the time of purchase.
• Customized, personalized, or made-to-order items.
• Opened, used, damaged, or incomplete products.
• Items missing original packaging, accessories, or included parts.
• Gift cards, digital items, or downloadable products if applicable.
• Products returned without prior customer service approval.

How to Start a Return

Please do not send any item back before contacting our customer service team. Returns sent without contacting customer service first may not be accepted.

1. Email [email protected] with your order number, email address, item name, and reason for return.
2. Wait for our customer service team to review your request and provide the correct return instructions and return details.
3. Pack the approved item securely and follow the return instructions provided by customer service.

Return Shipping Cost

Mattel Creations offers 30 Days Free Returns for eligible approved returns. Return shipping instructions will be provided by customer service after your request is reviewed.

Returns that are sent without approval, sent to the wrong location, or shipped outside the provided instructions may not be accepted or may delay processing.

Refund Process

Once your returned item is received and inspected, we will review whether it meets the return eligibility requirements. If approved, your refund will be processed to the original payment method.

Refund processing time is 3–15 days after the returned item is received and inspected. Your bank or payment provider may require additional time to post the refund to your account.

Exchanges

If you would like to request an exchange, please contact us first at [email protected]. Exchange availability may depend on item condition, inventory, and the details of your order.

If an exchange is not available, customer service may provide return instructions for an eligible item and guide you through the next steps.

Damaged or Wrong Items

If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us as soon as possible at [email protected].

Please include your order number, photos of the item and packaging, and a clear description of the issue so our customer service team can review your request.

Final Sale Rules