What To Do When Your Disney SOUVENIR Breaks

Have you ever started unpacking your suitcase only to find the handle snapped off your new Haunted Mansion mug? Or the brand new Minnie Ears snapped in half when you tried them on one more time? For us, it was the Donald Duck Hat, the back kept unsnapping, and we didn't know why until examining closely we realized there was a crack running the length of the adjuster. 

So what happens? Are you totally out the money you spent? Are you stuck with a glued on handle you hope won't break when you drink your morning coffee? 

Not necessarily. The same incredible customer service that Disney has IN the Parks and Resorts also often extends once you are back home. Stories of replaced mugs, ornaments and even toys like those light up bubble wands fill the internet. There's a bit of a trick though to make sure you have the best shot at getting your item replaced. 

Let them know ASAP

You have a better chance if you contact Disney as soon as you find the item was damaged. Be sure to be polite. Sometimes an item just breaks. It doesn't mean it was anyone's fault. They usually will want to verify that you were shopping when you said you were, so also:

Save your receipts! 

We needed to produce our receipt for that Donald hat. Luckily, I'd saved it along side of three zillion other ones. This proved to Disney that yes, I'd bought the item and that also, I had bought it recently, not a year ago. Next, be sure that you: 

Take photos of the item's damage

It's easier to see the damage in a picture, and it shows that you are being truthful. I'm sure that the readers here wouldn't ever try and scam, but people do. Be truthful. Point out the chip, the crack, the torn seam in your spirit jersey, whatever. If you have it, also take photos of any item numbers or the tags. It's also helpful to say which store you got the item in. Then: 

Be patient

It can take a while to hear back. Patience isn't one of my strong points. When I want something fixed, I haaaate waiting. But be patient. It can take up to a week to get that first email from them. Follow ups are usually quicker though! 

If all else fails

If you've done all you can and Disney can't help you, there are a few other ways to get your item replaced. A personal shopper, Ebay and even Amazon can help you locate a replacement.


While my fingers are crossed that you never arrive home with a broken item, if you do chances are good that Disney will take care of it for you. When it's all done and replaced, make sure you fill out a cast compliment for the person who helped you get the replacement so they can be thanked with a positive report on their work record.