Can I cancel and refund my order?
We do not offer refunds for ‘change of mind’ returns. All orders are final sale and cannot be amended, cancelled or refunded unless required by law.
 

If you have provided incorrect delivery information, read on for more.

DIGITAL PRODUCTS AND EMAIL DELIVERY:

I've entered the wrong email address for the recipient!
We can help with that! Please contact us here, and be sure to include the information below so we can correct your order as soon as possible:

• Your HOYTS Gift Shop Order Number
• The correct recipient email address
• If you have ordered more than one item, please specify which item/recipient needs updating

PHYSICAL PRODUCTS AND POSTAGE:

I entered the wrong delivery address!
If your order has been placed with an incomplete or incorrect delivery address, please contact us here within 60 minutes of finalising your order.

If your order was placed more than 60 minutes ago, when you receive your Tracking information please contact Australia Post to request a redirection to the correct delivery address.
 

My tracking shows as Returned to Sender, what do I do?
This may be due to an incomplete or incorrect address, or an unsuccessful delivery attempt by Australia Post. If your parcel returns to HOYTS, any items which arrive in their original, saleable condition will be refunded in full to the original payment method.
 

My tracking shows as delivered, but I can’t find my parcel?
Australia Post may have left your parcel in a safe place at the nominated delivery address. They look for discreet, weather-proof areas at the delivery address, so be sure to check at the locations below or with other residents or staff where applicable:

• at the front door
• in your mailbox
• on the front porch
• by the side gate.
   

One of the items I received is faulty, damaged or incorrect, help!
We’re sorry to hear that! HOYTS is committed to complying with all obligations under the Australian Consumer Law (ACL) regarding your rights for faulty, damaged, or incorrect items.

Please get in touch with us within 5 days of receiving your order by completing this form so we can assist.
 

Important Information
HOYTS reserve the right to request any faulty, damaged or incorrect items be inspected to assess their eligibility for refund under Australian Consumer Law.

Any refunds processed must be issued back to the original payment method. Confirmation you’re your refund has been issued will be provided by HOYTS.