Matchbox aims to dispatch orders within 48 hours. If you need to change or cancel an order please contact us as soon as possible. Once an order has been dispatched we are unable to cancel or change an order, we can however assist with an exchange or return.
Got A Question?
Can I change/cancel my order?
I am struggling to place an order, what should I do?
Sometimes computers just don't do what they are told. If you are having trouble completing your purchase you could try opening an private or incognito browser window. If this does not work contact us and we will get the computer experts to do their thing.
How will my items be delivered?
Matchbox uses Australia Post for all online order deliveries. Once your order has been dispatched you will receive a tracking number that you can use to see the progress of your delivery by visiting the Australia Post website. To ensure the security of your order you will be required to sign for delivery.
How long will it take for me to receive my order?
Matchbox endeavours to dispatch all orders within 48 hours. Once your order has been dispatched you will receive tracking information. From this point, orders are generally received within 2 to 7 business days depending on your location. If you would like an update on the progress of your order please visit the Australia Post website and enter your tracking information, otherwise you may Contact Us at any time.
Exchanges & Returns
What if there is something wrong with my order?
We take great care to ensure that when your order arrives you receive everything you ordered and that nothing gets broken in transit. If there are any issues with your order when it arrives, please contact us so we can arrange to resolve any issues you have.
How do I return an item?
Matchbox is happy to arrange exchanges and returns for items purchased online for up to 30 days from the initial purchase date. For change of mind, goods must be returned in their original packaging and in the original condition that they were purchased in. For more information including the return postage address visit the Returns Policy.
How do I exchange an item?
Click & Collect
What is Click & Collect?
Click & Collect is a complimentary service that allows you to shop from the comfort of your own home then collect your order from your preferred store during normal store trading hours. For more details about Click & Collect at Matchbox see the Click & Collect section on our Shipping & Delivery page.
How long are orders kept for collection?
Matchbox holds Click & Collect orders for 30 days from when the order is placed. After 30 days your order will be cancelled and we will contact you to arrange a refund.
What if the item I want to purchase is not available or out of stock?
Sometimes the item you wish to purchase may not be available for click and collect at your preferred store. If this is the case you may still be able to have the item delivered to you instead.
Why can't I purchase an item at my preferred store
Sometimes your preferred store might not have an item in stock or might not have enough stock for you to complete the order. If you are unable to complete your order at your preferred store, try selecting another local store or select to have your order delivered to your home or office.
How can I find my local Matchbox store and see their trading hours?
You can use the Store Finder to find your nearest Matchbox store. Once you have selected your local store you can click "show full store information" to review the stores trading hours and contact details.
Where can I find more information about a product?
Matchbox runs regular competitions and promotions both in-store and online. For full competition details please visit our terms & conditions page.
What is Zip Pay
Zip pay is a finance option that allows you to tailor your repayments to suit your lifestyle. Click here for more information about Zip. Zip pay is currently only available on matchbox.com.au and not instore.
What is Afterpay?
With Afterpay you can BUY now and PAY for it later, it’s like layby but even better as your order is shipped immediately. There is no interest or added fees to pay! Using Afterpay, you pay nothing today but pay for your purchase in four smaller instalments. Payment will be automatically taken from your debit or credit card in 4 equal payments over 56 days.
Matchbox has a minimum spend of $50 on all Afterpay orders.
To find out more about Afterpay, please see our Secure Payment Options or visit www.afterpay.com.au
Afterpay is currently available on matchbox.com.au as well as in all Matchbox stores, excluding Carindale.
How does the HOME card work?
These gift cards are used as a prepaid gift card. Redeem via EFTPOS in-store or Mastercard if online.
Can I use the HOME card online?
Simply swap our gift card for a prepaid Mastercard. Input your details at this link and allow up to 24 business hours for your prepaid Mastercard to arrive. Please note that they are only available in $50 or $100 denominations.
Where can I buy the HOME cards?
You can purchase the gift card online here or at participating Woolworths Supermarket. These gift cards are not reloadable or redeemable for cash.
How can I track the balance of the HOME gift card?
You can check the balance and expiry of the gift card here.
What is the Matchbox Cooking Club?
The Matchbox Cooking Club rewards our valued customers for shopping with us. As a Cooking Club member you will receive regular updates about new product and special offers. Cooking Club members also enjoy additional discounts, as a Cooking Club member you will receive a $25 voucher for every $500 you spend. To read more about this program or to sign up visit our Cooking Club page.
Can I still shop at Matchbox?
Due to changing restrictions your local Matchbox store may be operating reduced trading hours or be temporarily closed. For the latest updates on where and when you can shop at Matchbox check our store locator.
What is Matchbox doing to prevent the spread of Coronavirus
Matchbox is taking the threat of Coronavirus very seriously. Where possible many of our staff are working from home or in isolation. Staff in stores and in our warehouse are wearing masks, practicing social distancing, regularly washing hands and constantly disinfecting all surfaces. Everyone is taking responsibility for their health and anybody who is unwell is staying home.
Can I still order online?
Matchbox is continuing to deliver online and is working hard to get your deliveries to you as quickly as possible. Unfortunately there may be some delays due to COVID-19 restrictions & Australia Post demand.
How can I find more information about my local store or online order?
We are here to help, Matchbox is available for online chat Monday - Friday 9am - 5pm. Otherwise you can email us at firstname.lastname@example.org
If I place an order how will I receive it?
Matchbox use Australia Post for deliveries nation wide. As an essential service, AusPost has advised they will continue to provide a home delivery service at this stage. There are unfortunately delays with their service but they are working hard to have deliveries sent as quikcly as possible.
Do I need to wear a mask in store?
If you are located in Melbourne Metro area, you will be required to wear a mask in our Matchbox stores, otherwise we will restrict entry.
03 9576 8155