Frequently Asked Questions (FAQs)

American Express, Apple Pay, Google Pay, Mastercard, PayPal, Shop Pay, Union Pay, Visa, Afterpay and Zip.

Visit our homepage, click login/sign up, select account creation, complete the required fields, and confirm your account via the activation email.

Sign in, select "My Addresses" to edit or add addresses, or contact us at support@riot.com.au for other changes.

Contact us as soon as possible. We start processing orders quickly and cannot guarantee we can catch one before it is dispatched. If it has already gone, you can return it under our returns policy instead. There is no fixed cancellation window and no cancellation fee.

Orders are occasionally cancelled because an item was unavailable, because the order did not pass our payment or fraud checks, because there was a pricing error, or because we believe the order was placed for resale rather than personal use. We always email you and refund you in full.

Contact our customer care team at support@riot.com.au and we will send you a copy.

No. Only one discount code can be used per order. Discount codes cannot be combined with bundle or multi-buy pricing, cannot be used on products that are already reduced, and cannot be used to buy gift cards. You can still pay with a gift card on an order that uses a discount code.

No. Discount codes apply only to full-price products. If your cart has both full-price and reduced items, the code is applied to the full-price items only.

You have 30 days from receiving your order to return an item for a change of mind, provided you contact us first and the item is unopened, unused and undamaged, in its original condition. You pay the return postage; there is no restocking fee. For items over $75, we recommend a trackable or insured postage service.

Stop using it and contact us with your order number, a description of the fault and a photo or short video if you can. If the failure is major you choose between a refund and a replacement. If it is minor we may repair, replace or refund. You do not pay to return a faulty item, and you do not need the original packaging.

Contact us within 30 days of receiving your order, with photos of the carton and the product. Keep the packaging: our carriers need to see it. We will replace, resend or refund at no cost to you.

For faulty, damaged or incorrect items, we do: we send a prepaid return label. For change-of-mind returns, you do.

Please contact us before sending anything back so we can match your return to your order, review the request and, if approved, provide return information and an authorisation number. Please don't send items back to the manufacturer. Our returns address is RIOT Art & Craft, Unit 3, 45–49 McNaughton Road, Clayton VIC 3168.

Once approved, refunds are processed within 1–2 business days. Funds typically appear in your account within 5–10 business days, depending on your bank or card provider.

Yes, provided it meets our change-of-mind requirements. The refund is issued to the original purchaser's payment method.

Gift cards, assembled or used items, personalised items, and opened craft consumables (such as opened paint or glue, fabric cut to length, or a kit with used or missing components) cannot be returned for change of mind. Bundle offers must be returned as a complete set — we can't refund part of a bundle. None of this affects your rights if a product is faulty or not as described.

No. All returns, including Click & Collect orders, must be made by post.

We do not have any physical stores. We operate online only, with Click & Collect available in Clayton, VIC.

Our sister brands are Toys"R"Us Australia, Babies"R"Us and Hobby Warehouse. Orders on those sites are separate from RIOT orders and have their own terms, delivery and returns.

Yes, we do! You can apply for wholesale prices through our wholesale application page here: https://wholesale.riot.com.au/. Our team will review your eligibility to receive wholesale prices and will be in touch with you shortly.

Yes. Products we sell carry a 12-month manufacturer's warranty (unless otherwise stated), or the period required by law, whichever is longer — in addition to your Consumer Guarantee rights, which have no fixed expiry date. See our Returns, Refunds & Warranty Policy for the full detail.

Not at this time. We currently deliver within Australia only.

You will get a dispatch email with tracking. Tracking can take up to 24 hours to show its first scan because carrier manifests are lodged at the end of the day. All of our delivery services carry tracking.

Some of our Partner Warehouses may also utilise carriers including (but not limited to), Couriers Please, Hunter Express, and Team Global Express, Allied Express and COPE. You will still be able to track your package on the carrier’s website.

Estimated standard shipping times for metro areas are between 2–5 business days, though this can extend to up to 10 days during busy periods. Regional areas typically take longer than metro. Actual timing depends on order processing time, weather conditions, and distance from our distribution centre in Melbourne.

We use Australia Post Standard, Australia Post Express, and road freight for bulky items. You'll be asked to select a delivery method during checkout where more than one is available.

Some of our Partner Warehouses may also utilise carriers including (but not limited to), Couriers Please, Hunter Express, and Team Global Express, Allied Express and COPE. You will still be able to track your package on the carrier’s website.

Delivery is calculated at checkout based on the size, weight and destination of your order. Delivery is free on eligible orders over $109 (assessed before any discount code is applied) sent by Australia Post Standard within Australia. See our Shipping & Delivery Policy for exclusions, including Big & Bulky items, delivery to certain remote postcodes and partner warehouse product..

No. A street address is required for delivery.

Yes — some products, such as aerosols and solvents, are classified as dangerous goods and may attract a delivery surcharge, particularly to regional destinations, and may require proof of ID or age on delivery.

Cut-off dates vary by year and service, and are typically 7–10 days before Christmas. We publish the confirmed dates on this page and our homepage ahead of the peak period each year.

Unit 3, 45–49 McNaughton Road, Clayton VIC 3168, between 11:00am and 4:00pm Monday to Friday, excluding public holidays. Head to the undercover car park and follow the signs.

We email or SMS you when it is ready, usually within 1 business day. Please do not come before you get that message. If you have not heard within 48 hours, check your spam folder, then contact us.

Photo ID, along with your surname and order number.

Yes, provided they bring written authorisation from you at the time of collection.

Contact us at support@riot.com.au before the two weeks is up and we will extend it where we can. If we do not hear from you, the order is cancelled and refunded to your original payment method.

Not at the moment. Click & Collect is available within Victoria for items stocked only at our Clayton warehouse. You can still place a click and collect order if you live outside of Victoria, provided you will be in Victoria to collect it from our Clayton warehouse once a Ready for Pickup notification has been provided.

If you are ordering a product online, please check the product description — it will tell you if the product is "in stock". For products out of stock, click the "Notify Me" button to receive an email when the product becomes available again.

Contact us through our web contact form or by email at support@riot.com.au.

Yes. Payment for a pre-order is taken in full when you place it. You can cancel any time before dispatch for a full refund, and if the price drops before release, we'll honour the lower price. See Part 4 of our Terms & Conditions of Sale for full detail.

Where a product carries one, it's the manufacturer's safety recommendation, not a measure of ability. Always follow the warnings on the packaging.

Yes — many craft products include small parts, sharp tools, or chemicals such as paints, solvents and aerosols. Always follow the age recommendation and manufacturer's warnings, supervise children with small parts or cutting tools, and use chemical products in a well-ventilated area away from open flame. See Part 5 of our Terms & Conditions of Sale for the full detail.

At www.riot.com.au/pages/recalls, and on the national database at productsafety.gov.au. If a product you bought is recalled, stop using it and contact us: you are entitled to a refund or replacement regardless of when you bought it.

Contact our customer care team at support@riot.com.au with your gift card number.

Three years from the date of issue.

Yes. A gift card is a payment method, not a discount, so a valid discount code can be used on the same order unless the promotion says otherwise.

Our gift cards are digital and delivered by email, so please keep that email safe. We are not able to replace a lost or stolen gift card.

We do not offer price matching or any further discounts than what is currently advertised on the website. Stay tuned via our emails and socials for our latest promotions.

Use the form at https://riot.com.au/pages/contact-us, via the Contact section of the Riot Help Centre, or email us at support@riot.com.au. We may also offer automated chat support tools on our website to help answer common questions. Our automated support is available 24/7; our team is available Monday to Friday, 9:00am to 5:00pm. We do not currently offer a general customer service phone line.

Click the unsubscribe link in any marketing email, reply STOP to any marketing SMS, or update your preferences in your account. You will still receive order and delivery emails, which are not marketing.

Contact our customer care team at support@riot.com.au and we will arrange to close your account and handle your data in accordance with our Privacy Policy.

Log in at www.riot.com.au/account and open your order history.

Our Privacy Policy at www.riot.com.au/pages/privacy-policy explains what we collect, how we use it and who we share it with. For privacy questions, contact privacy@riot.com.au.