Account
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Payments
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Delivery
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Returns, Exchanges & Warranties
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Other Questions
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YOUR ACCOUNT

Use our registration form to create a Member Account or register during checkout.

No, you can place an order as a Guest user.

We recommend creating a Hola Toys Australia Member Account as it will save you time when next shopping with us online. Register for a Hola Toys Australia Member Account – it’s free and easy to join.

You can update your Member Account details in the “My Account” section of the Hola Toys Australia website. You can update your personal details, password and addresses.

Simply click on the forgotten password link on the ‘Register/Sign-In’ page or you can click here. Just enter the email address of your Member Account and we will email you your account password details.

Shopping online at Holatoys.com.au is fun and easy! Just follow these simple steps;

Step 1 – Search or browse the site for the items you would like to purchase

Browse via the product categories that you can find at the top of the page and refine your search with the options you can find on the left hand menu.

For more information on any product, simply click on the image to take a closer look.

On each product page you will find information such as size, colour variations, stock availability for delivery, product information, product delivery details and products ratings and reviews.

Step 2 – Add items to the shopping cart

If you decide to purchase an item, add the item to your shopping cart by clicking the ‘Add to Cart’ button. You can then continue shopping across our store to find other items.

Step 3 – Click on the shopping cart to review your order

A list of all items within your shopping cart will be displayed in the top right hand corner of each page. You can view the contents of your shopping cart at any time by clicking the ‘View Cart’button.You can make any updates or changes to your order or add a promotional code if you have one.

Step 4 – Proceed to payment to enter your payment details

When you are ready to purchase your items, click the ‘Checkout’ button which will be displayed when you view your shopping cart. This will allow you to begin the checkout process and you will be able to view all of the items you have chosen to purchase, as well as the subtotal of the cost.

If any special offers are available on your chosen items, the details of these will be displayed.

Step 5– Ensure you have a Hola Toys Australia Member Account

If you have previously registered a Member Account with holatoys.com.au you can login now so that you can track your order. New customers can ‘Checkout as a Guest’ where you will have the options of creating a Member Account during checkout. (Debby to confirm)

Creating a Member Account with Hola Toys Australia is a quick and easy process. This will allow you to track the progress of your orders, receive special offers, make a wishlist of products you love and will make future transactions smooth and seamless.

Step 6 – Choose to pay by credit/debit card and securely enter your details

Enter your billing and delivery details; choose your delivery method and gift wrap options including greeting card and then select your method of payment, enter the details then click on ‘Place Order’ to pay.(Debby to confirm)

Step 7 – Once payment has been confirmed, you will receive a confirmation email from Hola Toys

We will send you a confirmation email to confirm that we have received your order and another one when your order has been despatched from our warehouse in Sydney, including your tracking details.

Once you have placed your order, you will receive an order confirmation via email. Please ensure you check your junk/spam folders in case it lands in there. We dispatch your order between 24-48 hours. Once your order is packed we hand it over to one of our logistic partners and email you the tracking number.

We love to hear from our happy customers and share feedback with our team. We encourage our customers to provide ratings and reviews for products they have purchased online. To help spread the word, you can leave a review via the review section on the product details page. Sharing your experience will help other shoppers decide whether a product is right for them. It’s easy to Rate and Review a product. Just follow these four simple steps:

  1. Find the product you wish to review
  2. Click on the ‘Review’ link on the product page
  3. Sign in to your Member Account
  4. Rate and review the product

From time to time, Hola Toys Australia offers customers special online promotions which can be redeemed via an exclusive ‘CouponCode’provided.Simply enter the code in the ‘Coupon Code’ field to redeem your offer. You will enter your “CouponCode” during the checkout point of processing your online order.

To unsubscribe to Hola Toys Australia newsletter, simply;

  1. Open any newsletter sent to you by Hola Toy Australia.
  2. Scroll to the bottom of the newsletter and click ‘Unsubscribe’

Please allow up to 3 business days for the subscription removal to become effective.

Click on the ‘Help’ icon you see in the bottom right hand corner of the scree and simply fill in your details to start chatting with one of our team members. If we are unavailable  you can leave a message and we will contact you shortly.

For any enquiries or to provide us with your feedback please visit the Contact Us page or email our Customer Care Team at support@holatoys.com.au.

Reviews aren’t posted instantly as they’re processed by our content team before being published to the website. It may be the case that your review is still pending. Once we have done that, it will appear on the product page.

Security is very important to us and we strive to ensure all interactions between our customers and our website are completely secure. We have put a number of protections in place to ensure that your transactions are extremely safe and that your information is secure.When transacting via our secure server, your credit card and personal details are encrypted using the latest industry standard SSL (Secure Socket Layer) 128 Bit encryption technology before being sent over the internet. Our payment processor eWay provides a secure payment service which is also used by thousands of online retailers in Australia.Wealso value your privacy and work hard to ensure that your details are secured and never released to any other party. Learn how we keep your details safe on our Privacy Statement.

Your information will not be sold to third parties. Your privacy is important to us.

Cookies are small amounts of data sent from a website to your browser and are stored on your computer’s hard drive. Your browser’s preferences usually have ‘cookies enabled’. This means each website can send its own cookie to your browser. Cookies cannot access your personal information but use anonymous unique identifiers.

Cookies need to be enabled on your browser for you to add products to your cart and access your Member Account information. If you are using a public computer or share your computer with others, please log out before leaving your computer unattended to protect your information.

For more information about how we use cookies, please see our Privacy Policy.

The Hola Toys Australia website works on a mobile, tablet, desktop and laptop.  We recommend using the latest versions of iOS, Android, Windows and macOS along with the latest Chrome, Internet Explorer, Firefox or Safari web browsers. Using the latest versions will give you a faster and smoother experience.

We value your privacy and work hard to ensure that your details are secured and never released to any other party.To view the Hola Toys Australia Policy, please visit www.holatoys.com.au/privacypolicy

To view the Hola Toys Australia Website Terms of Use, please visit www.holatoys.com.au/terms-of-use

Hola Toys Australia want you to be totally satisfied with our products and service and there may be times when you will need to return a product purchased from us. For the full terms and conditions of our Returns and Warranty Policy for online purchases, please visit www.holatoys.com.au/refunds-and-warranty-policy

PAYMENTS

Hola Toys Australia use eWAY payment gateway service. We accept a range of payments for processing online orders.Payment methods include MasterCard, Visa and American Express.

Hola Toys Australia use eWAY payment gateway service. eWAY, will attempt to charge your nominated credit card at the confirmation point of your order.

Please check that:

  • Your credit card number is correct with no extra spaces
  • Your name appears exactly as on the card

Hola Toys Australia use eWAY payment gateway service. This provides secure online payments using credit cards via the internet. We accept VISA and Mastercard and American Express. All transactions and payments are handled using a SSL (Secure Socket Layer) service, ensuring your details are safe.Hola Toys Australia does not capture or store your credit card information at any time – even temporarily.

Hola Toys Australia use eWAY payment gateway service. This provides secure online payments using credit cards via the internet.

Yes, all pricing is in Australian Dollars.

Yes, our prices include GST.

For online orders, your tax invoice is the original order confirmation email you received after placing your order. You can also find a copy of the tax invoice in the ‘Order’ section of your Hola Toys Australia Member Account.

The website www.holatoys.com.au is owned and operated by Early Life Projects Pty Ltd trading as Hola Toys Australia (ABN 21 621 212 717).

Unfortunately, Hola Toys Australia are unable to take telephone or fax orders. Customers are encouraged to use our website to place orders and to utilise our payment gateway security features.

No, we do not offer layby or deferred payment online. Items must be paid for immediately by credit card or debit card.

Unfortunately, we do not currently accept Afterpay. Items must be paid for immediately by credit card or debit card.

ORDERS

All successful order transactions will receive an order confirmation email within 30 minutes. If you have not received your order confirmation email, check your email junk or spam folder. Alternatively, log in to your Member Account to check your ‘Order’.

You may cancel the purchase if your order has not yet been processed and while the “Cancel” icon is available in your Member Account. You can do this by logging into your Member Account and selecting ‘Cancel’ next to the specified Order. Please note, you are unable to change items within an order once but if the “Cancel” icon is still available you can cancel your order and then replace your correct order.

If your Order is cancelled, you will need to allow 3-5 business days for the refund value to register in your Member Account.  Credit card refunds will be refunded to the credit card details used to make the payment. Please allow for 3-5 working days for the funds to appear in your bank account.

If you no longer see the ‘Cancel’ icon alongside the Order in your Member Account, it means this option is no longer available as your Order has been processed. Once an Order has been processed, we are unable to modify any details or information, such as adding or removing products, or changing the delivery address. This is because courier labels are automatically generated based on the details of your received Order.

Once you take delivery of the Product in your Order, you will be able to return products for a refund or exchange within 14 calendar days of the date that your product was delivered. For the full terms and conditions of our Returns and Warranty Policy for online purchases, please visit www.holatoys.com.au/refunds-and-warranty-policy

Once you complete your order, you will receive regular updates when your order status changes. You’ll also receive an email with a tracking number. You can use this tracking number to track your order. You can also view the delivery status of your order in your Member Account.

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We aim to deliver your order to you between 2-10 business days after your order has been placed. This may take a little longer if you live in a rural area or Western Australia or during peak trading times. In the unlikely event that you have waited over 10 days for your delivery please contact our Customer Care Team to investigate at support@holatoys.com.au. Please include your order confirmation number and tracking number in your email.Alternatively, you can click HERE submit a form to provide us with all the relevant details, and we will be in contact with you as soon as possible.

Your order may arrive in multiple packages. Detailed tracking information will be emailed to you upon dispatch. You can also view the delivery status of your order in your Member Account.

We carefully pack and check all orders before they are shipped. If you haven’t received all your items, it may be that one has shipped separately from our warehouse. We aim to deliver your order to you between 2-10 business days after your order has been placed. This may take a little longer if you live in a rural area or Western Australia or during peak trading times.

In the unlikely event that you have waited over 10 days for your delivery,  please contact our Customer Care Team to investigate at support@holatoys.com.au. Please include your order confirmation number, tracking number and details about your missing item in your email.Alternatively, you can click HERE submit a form to provide us with all the relevant details, and we will be in contact with you as soon as possible.

Please check your order as soon as they’re delivered to ensure that they are what you ordered and are not damaged or faulty.

In the unlikely event that you have received a damaged or incorrect product, please contact our Customer Care Team at support@holatoys.com.au. Alternatively, you can click HEREsubmit a form to provide us with all the relevant details, and we will be in contact with you as soon as possible.

We carefully pack and check all orders before they are shipped. In the unlikely event you have received an incorrect item please contact our Customer Care Team at support@holatoys.com.au. Alternatively, you can click HERE submit a form to provide us with all the relevant details, and we will be in contact with you as soon as possible.

We offer a convenient gift wrapping service which makes holatoys.com the ideal place for you to purchase items to give as gifts for family and friends.

Your selected items can be placed in a beautiful gift bag with a decorative ribbon and gift card including your personalised message. Our gift bags are gender, occasion and age neutral.

You can choose to send your order directly to you or the recipient of your choice. When you send a gift from Hola Toys Australia you can relax knowing that the price information will not be included.  Simply add the gift wrap option to your next order and we’ll take care of the rest.

Our gift wrapping service is available for online purchases for only $10 extra per item.

In the unlikely event an item in your order is cancelled then this means that we are unfortunately out of stock of that item.

You will be contacted by email as soon as possible and a refund will be processed. You will be refunded to the same credit card you used to paid. Please allow 3 – 5 business days for your refund to process.

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We are constantly updating our product range with exciting new toys. You can view all our new arrivals here

Unfortunately, we do not have a physical store and for safety reasons, we cannot allow customers in the warehouse.  If you have any product enquiries, please email us at support@holatoys.com.au.

DELIVERY

The majority of orders placed online are despatched from our warehouse in Sydney to our delivery service partnerswithin 24 – 48 hours. We work closely with Australia Post and other delivery service partners to ensure you receive a prompt delivery between 2-10 business days after your order has been placed. This may take a little longer if you live in a rural area or Western Australia or during peak trading times.

Shipping fees are calculated externally by ourdelivery service partners, and are subject to the weight and dimensions of the products you order, as well as your delivery location. Your delivery cost will be presented in checkout.

Yes. We offer Express Post. You can select this faster shipping option in checkout.

Yes, please check list of countries when entering your address at the checkout. International orders may incur taxes and duties applied by customs in the country where the order is delivered. Any duty and taxes incurred in the country of destination are the responsibility of the customer.

Yes, Hola Toys Australia delivers to PO Box addresses. Just enter your PO Box number into address line when filling out your order details.

Please note, that once your package has been despatched the delivery address cannot be changed. If you place an order and realise that you have used the wrong address for delivery, please contact us via email at support@holatoys.com.au as soon as possible and we will do our best to help.

All orders must be signed for unless you have given specific ‘Authority to Leave’ instructions during your checkout. If this method is chosen and your parcel is stolen, we cannot be held accountable. Please ensure there is someone available at the delivery address to sign for the delivery.  If you will not be present to accept your delivery, we recommend shipping your order to an alternate address, such as your work place or you can collect your item at your local post office.

Delivery by Australia Post

If you are not home to accept delivery by Australia Post then a calling card will be left in your  mailbox and your order will be left at the nearest post office for collection at a time that suits you. Please remember to quote your Australian Post tracking number and have your ID handy for when collecting your order. A signature will be required to confirm collection.

If you have questions or issues with the delivery of your order, please contact our Customer  Care Team at support@holatoys.com.au

When you give ‘Authority to Leave’, you are allowing our delivery service partners to leave the package unattended at your address without a signature.

Please note, if you opt to leave your order unattended, Hola Toys Australia will not be responsible for any lost or stolen packages.

RETURNS, EXCHANGES & WARRANTIES

We want you to be totally satisfied with our products and service and there may be times when you will need to return a product purchased from us.

Our Returns & Warranty Policy is designed to assist you with your return and make it as easy as possible. The benefits given by our Returns and Warranty Policy are in addition to other rights and remedies you may have as a consumer under the Australian Consumer Law (ACL).

Hola Toys Australia offers a full refund or exchange for change of mind purchases within a fourteen-day (14) period from the date of purchase subject to the following conditions:

  • you have proof of purchase (online order tax invoice),
  • the Product is unused and in new condition suitable for resale and must not be damaged in any way by you during the time the Product is in your possession, and
  • you notify our Customer Service Team within fourteen (14) calendar days of the date of delivery of your Product.
  • you have at your own cost posted the Product to us in in its original packaging, along with all included accessories,

Returns will only be considered for Products in original condition and in original packaging where the Product packaging is unopened and remains in a saleable condition. Products that have been modified or excessively handled will not be accepted as a return. No refunds or exchanges will be permitted for Products that have been used, modified or damaged or used in a manner or purpose for which the Product was not intended.

For the full terms and conditions of our Returns and Warranty Policy for online purchases, please visit www.holatoys.com.au/refunds-and-warranty-policy

Please contact us by email with your details, order number, proof of purchase information, products to return and a brief description of the reason for return, repair or exchange. We will process your request within three (3) business days and our staff will assist you in assessing the products and provide you with additional details for returning your products and information for the repair, replacement or refund.

To return your product, simply follow these steps;

Step 1:  Request A Return by notifying our Customer Service Team at the following email address:

Email: support@holatoys.com.au

Alternatively, you can click HERE to submit a form to provide us with all the relevant details, and we will be in contact with you.

Step 2: Pack your product and send it back to ss at:

Hola Toys Australia Customer Care

Online Returns

Suite 3A, Level 14

275 Alfred Street

North Sydney

NSW 2060

Once you have packaged your return, simply drop it off at any Australian Post shop or into any Australian Post Box. We strongly recommend that you place a tracking number with your return. Hola Toys Australia will accept no liability for any loss or damage which may occur during transit.

For the full terms and conditions of our Returns and Warranty Policy for online purchases, please visit www.holatoys.com.au/refunds-and-warranty-policy

Hola Toys Australia offers a full refund or exchange for change of mind purchases within a fourteen-day (14) period from the date of purchase. For the full terms and conditions of our Returns and Warranty Policy for online purchases, please visit www.holatoys.com.au/refunds-and-warranty-policy

Unfortunately, we’re unable to cover return postage costs for change or mind purchase but for other returns we do. For the full terms and conditions of our Returns and Warranty Policy for online purchases, please visit www.holatoys.com.au/refunds-and-warranty-policy

Any products marked ‘Final Sale’ or purchased from a promotion that specified the products as ‘Final Sale’, cannot be returned except in the absence of any defect or fault in the product.

For the full terms and conditions of our Returns and Warranty Policy for online purchases, please visit www.holatoys.com.au/refunds-and-warranty-policy

We strongly recommend that you place a tracking number with your return. This can be organised at any Australia Post Office. Hola Toys Australia will accept no liability for any loss or damage which may occur during transit.

Once we receive your return it will be processed within 1-3 business days. For refunds back to your original payment method, please note that your financial institution may need 3-5 days to clear the funds back into your account.

Yes. You may make a warranty claim for material defects and workmanship in the products within 12 months from the date of purchase. For the full terms and conditions of our Returns and Warranty Policy for online purchases, please visit www.holatoys.com.au/refunds-and-warranty-policy

OTHER QUESTIONS

If you purchased a product from Hola Toys Australia and wish to report a product safety concern please email our Customer Care Team at support@holatoys.com.au with your name, number and details. Once we have your email we will contact you.

If a product user manual is available for your product then you can download a copy via the “Product User Manuals” link in the footer navigation of the Hola Toys Australia website

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