Store policies

Last updated: November 2026

Shipping

We ship to addresses within Australia only, including PO Boxes and Parcel Lockers, using Australia Post Parcel Post or Express Post.

Local delivery, Eastern Suburbs (Sydney): $5. Available for postcodes 2011 and 2021–2036. We hand-deliver your order and will call or text the phone number you give at checkout to arrange a time, so a phone number is required for this option. Local delivery isn't available to PO Boxes or Parcel Lockers.

Postage cost is calculated from Australia Post's prices based on your postcode and the weight and size of your packed order. You'll see the exact amount before you pay.
Dispatch: in-stock orders are dispatched within 1–2 business days. Orders containing pre-order items ship when the pre-order releases (see below).
Tracking: you'll receive a tracking number by email when your order is sent.
Delivery times are Australia Post's estimates and aren't guaranteed.
Address errors: please check your address carefully. If a parcel is returned to us because of an incorrect address, we'll contact you to arrange re-sending at your cost.
Lost parcels: if tracking hasn't updated for 10 business days, contact us and we'll open an investigation with Australia Post and replace or refund your order if it's confirmed lost.

Returns & refunds

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Damaged, faulty or wrong item

Please contact us as soon as possible (ideally within 7 days of delivery) with your order number and photos of the item and packaging. We'll arrange a replacement or refund, and cover return postage.

Change of mind

We accept change-of-mind returns of unopened, factory-sealed product within 14 days of delivery. Return postage is paid by you, and the item must arrive in the same condition it was sent. We refund the item price once we've received and checked it. Opened product can't be returned for change of mind.

How refunds are paid

Refunds go back to your original payment method through Stripe and usually appear within 5–10 business days, depending on your bank.

Pre-orders

Payment: pre-orders are paid in full when you order.
Release dates shown are estimates from the publisher and distributors. If a date changes, we'll email you.
Mixed orders: if your order includes both pre-order and in-stock items, the whole order ships together when the pre-order item arrives. Place separate orders if you want in-stock items sooner.
Cancel any time before dispatch for a full refund. Just email us your order number.
Allocation: distributors sometimes deliver less stock than ordered. Pre-orders are filled in the order they were placed; if we can't fill yours, you'll get a full refund for the unfilled items.
Cancelled releases are refunded in full automatically.

Privacy

We collect your name, delivery address, email and (optionally) phone number so we can process and deliver your order and contact you about it.

Payments are processed by Stripe. Your card details go directly to Stripe and are never seen or stored by us.
We share your name, address and contact details with Australia Post only to deliver your order.
We don't sell your information or use it for marketing without your permission.
This site doesn't use advertising or tracking cookies. Your cart is saved in your own browser so it's there when you come back.
To see, correct or delete the information we hold about you, email us.

Terms of sale

AUSCollectables is operated by an Australian business, ABN 37 635 441 497. We are not registered for GST, so no GST is included in our prices.
All prices are in Australian dollars (AUD).
Product photos are for illustration; packaging artwork may vary slightly.
We may limit quantities per order. For larger quantities, contact us for bulk pricing. If an obvious pricing or stock error occurs, we may cancel the affected order and refund it in full.
Pokémon and its trademarks are © Nintendo, Creatures Inc. and GAME FREAK Inc. AUSCollectables is an independent retailer, not affiliated with or endorsed by The Pokémon Company.

Contact

Email us or call/text 0406 629 517 about anything on this page.