Mattel Terms and Conditions for online purchases

Please read these terms and conditions for online purchases (“Conditions”) carefully.  These set out the conditions that Mattel Europa B.V. sells products to you on Mattel Creations UK (the “Webstore”).  

By placing an order on the Webstore, you agree to and are bound by these Conditions. We recommend that you print or download a copy for reference.

1. General

1.1. These Conditions apply to all orders for products (“Products”) placed with Mattel Europa B.V.(“Mattel” “We” “our” or “us”) on the Webstore.

1.2. By accepting these Conditions, you confirm that: 

1.3. If you have any questions about your order or the Webstore, please contact our dedicated customer service team on creations@mattel.com or by clicking here. You can also contact our toll-free hotline on 0800 032 6641.

1.4. With the “My account” function on the Webstore, you can check the status of current orders, find information about previous orders and place new orders via the Webstore without having to re-register your details. You are responsible for the security and correct use of your password and you must do everything reasonable to ensure that your password remains confidential.

1.5. Your use of our Webstore is governed by our Terms of Use.

1.6. You can download a copy of these Conditions by clicking on “Download Sales T&C”. 

2. Placing an Order 

2.1. You can place orders for our Products on the Webstore. Your order will be regarded as an offer to purchase the relevant Product(s) from Mattel.

2.2. Mattel aims to process and deliver your order as smoothly and quickly as possible. For that purpose, please make sure that you correctly and completely provide your name, your e-mail address and the delivery address as per the instructions. Any failure to do so may result in a delay in the delivery of your order.

2.3. Mattel will confirm the receipt of your order as soon as possible by sending you a confirmation of acceptance by e-mail. In this case, this means that we have accepted your order ("Agreement"). Mattel may also opt to reject your order, notably for the reasons explained in clause 5 below, in which case (i) you will receive an email informing you that we have cancelled your order and the reason why, and (ii) we will refund you.

2.4. In rare situations, it may appear after acceptance of your order that a Product is no longer available or cannot be delivered within the applicable delivery period, for example due to production or transportation problems. In those situations, Mattel will cancel your order and will refund you to your original payment method.

2.5. All orders are subject to availability. We reserve the right to not accept or cancel an order for any reason at our discretion, including, but not limited to where:

2.6. If we cannot accept your order or your order is cancelled in full or in part, we will contact you to let you know and any sums paid for that order or those items will be refunded in accordance with these Conditions. 

3. Prices and payment 

3.1. Prices for our Products are set out on our Webstore. All prices are in pounds sterling and include VAT at the applicable rate but exclude delivery charges. For more information on delivery options and costs please visit our shipping page here. The delivery charges you will pay, depending on the delivery option you chose, are indicated on the summary of your order before you confirm your order.

3.2. If you order our Products and request these to be delivered outside the United Kingdom, and the delivery request is accepted due to a change in our shipping policy, you may be subject to import duties and taxes, which will be levied once the package reaches your delivery address. You will bear these additional duties and taxes as we do not have control over these. We recommend that you contact the relevant customs authority to enquire about these additional duties and taxes.

3.3. You can pay for your order in the ways indicated on the Webstore. If your payment is unsuccessful, we will try to contact you using the contact details you provided when you placed your order. If we are unable to contact you, we will cancel your order and notify you by email. 

4. Delivery

4.1. Orders are shipped to the delivery address provided by you and via the means of delivery chosen by you. This address must be in the United Kingdom.

4.2. The delivery date indicated by Mattel is only an estimate, unless we have agreed a specific delivery date with you. We will do all that we reasonably can to deliver your order within the delivery period or on the delivery date agreed with you, but in general Mattel strives to deliver all Product(s) within 2 to 3 working days of acceptance and in any case within 30 days after the conclusion of the Agreement.

4.3. Except in case of a force majeure as set out in article 6:75 of the Dutch civil code, if we have failed to deliver the Product(s) at the time agreed upon with you or within the time limit set out in clause 2 above, you shall call upon us to make the delivery within an additional period of time appropriate to the circumstances. If we fail again to deliver the Product(s) within that additional period of time, you can terminate the Agreement, and we will refund you the full price of the Product(s) and the delivery costs paid.

4.4. Upon delivery of the Product(s), please check whether it is / they are complete and in good order. If you discover that a Product is damaged, incomplete or otherwise deviates from what you ordered, please let us know as soon as reasonably possible by contacting Mattel customer service.  

5. Cancellation and return rights (withdrawal right)

5.1. You have 30 days from your receipt of the Product / the delivery date to change your mind and cancel your order without giving any reasons for doing so. These 30 days consist of 14 days (statutory right) and 16 additional days as a result of Mattel’s return policy.

5.2. By exception to clause 1 above, you do not have a return right if the Product was made according to your specifications or is clearly customized to your personal needs.

5.3. If you ordered several Products at the same time, you are able to return some or all of the Products within the returns window. In case of partial returns, if the removal of the returned Product(s) from the original order means that the order no longer qualifies for free delivery or any other special discounts, then the amount of the discount originally applied to the order will be deducted from the refund. Please note that a pre-packaged Gift Super Bundle is considered as a single Product.

5.4. Returned Product(s) must be in an unused and undamaged condition. Please do not remove any labels, tags or packaging. It is however permissible to inspect the Product as far as necessary to verify whether you actually want the Product, just like you would do in a retail space. If the Product(s) returned are damaged, you will be liable for the depreciation.

5.5. You can start a return by clicking here or by sending the completed return form to our customer service team at creations@mattel.com (only fill out and return this form to Mattel if you want to invoke your return right) or by informing Mattel in any other unambiguous way that you wish to invoke your return right (for example by e-mail or post). More information about your return right can be found on the Webstore (under Customer Service > Returns) or by clicking here.

5.6. You are required to return the relevant Product(s) as soon as possible, but no later than 14 days after you invoked your right of return, to the address of Mattel stated in the return form (the ‘Return Address’). We will automatically receipt your request via email and without delay. If you do not return the relevant Product(s) within 14 days after you invoked your right of return to the Return Address, we will not refund you and we will return the Product(s) to you. The return will be subject to additional delivery costs.

5.7. We will bear the cost of returning the Product(s) to our Return Address.

5.8. Subject to your compliance with the procedure set out in this clause 5, Mattel will refund the amount you paid for the returned Product(s) and the cost of the delivery charge (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by Mattel). We may withhold the refund until we have received the Product(s) back, or until you have supplied us with evidence that you have returned the Product(s), whichever is the earliest.

5.9. We will issue your refund to the same payment method you used when you placed the order.

5.10. You are liable to Mattel for any diminished value of a returned Product resulting from your handling of the Product, other than what is necessary to establish the nature, characteristics and functioning of the Product(s). Mattel will deduct this decrease in value from the total amount to be refunded to you. 

6. Product descriptions

7. Changes to these Conditions

We may make changes to these Conditions at any time. However, the terms which apply to your order will be those in force at the time you submitted your order to us.

8. Legal guarantee of conformity for Products – absence of commercial guarantee

8.1. If a Product is defective or does not comply with your order (for instance, you receive the wrong Product, or you receive an incomplete Product compared to the Product description), you have the statutory right to request that we provide remedies — such as repair, replacement or, if not possible, a refund. For defective Products, the term of this legal guarantee depends on the expected lifespan of the defective Product.

8.2. In case of a defective Product, the burden of proof is as follows:

8.3. In case you believe that a Product is defective or does not comply with your order, you should rapidly contact us at the address mentioned in clause 1 below, but not later than 2 months of discovering the defect for an alleged defective Product. If we confirm that the Product is not compliant, we will propose remedies at no extra cost. Depending on the situation, we may offer you a repair or replacement of the Product and, if not possible, we will refund you the price of the Product. If the defect is minor, we may also consider a price reduction.

8.4. We do not provide any commercial guarantee in relation to the Product(s) purchased from us. 

9. Complaints & Disputes

9.1. Mattel aims to deliver the highest possible quality regarding its Product(s) and services. If you are unhappy with us or the Product(s) you have ordered, please contact us here.

9.2. If you are based in the European Union and have gone through the complaint procedure, and wish to escalate this further, you can contact the Dispute Commission via the European ODR Platform: http://ec.europa.eu/consumers/odr/. 

10. Privacy

Mattel processes your personal data in accordance with our Privacy Statement, which you can read by clicking here. This explains what information we collect and hold about you, and how we collect, store, use and share such information. When placing an order, you have also agreed to such processing and you confirm that all personal information you have provided is correct. 

11. Severability

If any of these Conditions is deemed invalid, void, or for any reason unenforceable, that condition will be deemed severable and will not affect the validity and enforceability of any remaining condition. 

12. Applicable Law

Dutch law applies to these Conditions, the orders you place and the Agreements between you and Mattel. This choice of law shall not affect any further protection that you have based on the mandatory provisions of the law that would apply without this provision. The United Nations Convention of Contracts for the International Sale of Goods is expressly excluded. 

13. About us

13.1. Mattel is a private limited liability company incorporated in the Netherlands. 

13.2. Our registered office is at: Gondel 1, 1186 MJ Amstelveen, The Netherlands, our VAT No is NL800671934B01 and our Chamber of Commerce No. is 33237928.

These Conditions were last updated on 10 October 2024.