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There is no right answer here. We are constantly grappling with the challenges of juggling expectations, but in our opinion remaining open is important for our community during this period, and also in the best interests of our team members who rely on these doors being open.
During this challenging period, we have implemented some changes to our normal operations to ensure we are providing a safe environment for our customers as well as our team members. Below you will find these details:
We have modified our trading hours to manage the current demand in online orders as well as ensuring we have time to clean the store. For new store hours, please click here.
We are currently experience a large number of online enquiries and orders. This is pushing us hard, however we are committed to working extended hours to ensure we deliver our normal high level of service. Please bear in mind there are slight delays with response times and order processing.
In order to reduce the risk to our staff and lessen the spread of COVID-19 we are not currently accepting cash transactions in store. We are encouraging customers to make contactless payments if you are spending less than $100 and will be regularly cleaning our eftpos readers to protect customers spending more than $100 and needing to enter a pin.
By opening later and closing earlier, we are allowing our team to thoroughly clean the store. Our team have been provided additional resources to manage personal hygiene and to ensure they are taking all precautions to prevent the spread of COVID-19
We are current restricting the number of customers permitted into the stores at this time. As we have small stores, this number may vary, however currently the overall number of customers cannot exceed 10.
We understand this may not please everyone and we apologise for this, but we feel this is the most appropriate response based on the recommendations this evening.
Here at Metro Hobbies, we're watching how COVID-19 pandemic develops throughout Australia. As the situation unfolds, we’re committed to prioritising the wellbeing of our customer and team members.
We take pride in providing exceptional customer service, and while our doors remain open, we anticipate orders, deliveries and other queries may take a little longer than usual.
Like everybody, we’re doing our best under challenging circumstances and ask you to bear with us if response time and deliveries are a little longer than usual.
The health and safety of our people and customers in the communities in which we operate is our priority.
We have now implemented additional measures with our delivery drivers and posties when delivering parcels.
To minimise the risk of contracting or spreading coronavirus, when the customer answers the door, our people who make deliveries will greet them and ask: “Are you unwell? If so, have you been diagnosed with the coronavirus?”.
If they answer yes to either of these questions, we will ask them to stay inside and leave the parcel on the front door for them to collect once our driver has left.
All parcels will no longer require a signature for delivery and/or collection. In all cases, whether a driver or postie delivers to the door or a customer goes in to their local Post Office to collect a parcel, our staff member will ask and record the customer’s name and sign on their behalf.
The customer will still need to be present for this to occur, but contact will be minimised by either leaving the parcel at the door until the driver or postie has left the premises or left for the customer to pick up on the counter.
For deliveries with specific signature requirements, we will be working with our customers directly to ensure these continue to be met.
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