Returns & Exchanges

At Pop Mart Toy Store, we want you to be completely satisfied with your purchase. If you’re not happy with your order, we offer a straightforward returns and exchanges process. Please review our policy below before initiating a return.

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1. Return & Exchange Eligibility

You may return or exchange an item if:

✔ Received within the last 15 days
✔ In original, unused condition with all tags attached
✔ Includes original packaging and accessories
✔ Has proof of purchase (order number/receipt)

Non-Returnable Items:

❌ [List any non-returnable products based on your menu/homepage analysis. Example: “Personalized/custom-made items”]
❌ Items damaged due to misuse
❌ Products missing original packaging

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2. How to Initiate a Return/Exchange

Step-by-Step Process:

1. Contact Us First
   Email [email protected] within 15 days of delivery with:

   • Your order number

   • Product name and reason for return/exchange

   • Preferred resolution (refund or exchange)

   Sample Email Template:

   text

    

   Subject: Return Request - Order #[Number]  
   Body:  
   Hello Pop Mart Toy Store Team,  
   I'd like to return/exchange [Product Name] from Order #[Number].  
   Reason: [Brief explanation]  
   Please advise on next steps.  
   Best regards,  
   [Your Name]  

2. Wait for Approval
   We’ll respond within 24-48 hours with:

   • Return authorization (if approved)

   • Return shipping instructions

3. Ship the Item Back

   • Pack securely in original packaging

   • Include all original contents

   • Ship to:
     4602 University Street
     Seattle WA, United States (US)
     98101
     

4. Receive Refund/Exchange

   • Refunds: Processed within 5-7 business days after we receive the item

   • Exchanges: Shipped once we process your return

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3. Return Shipping & Costs

• Customer Pays Return Shipping (unless item is faulty/wrong)

• We recommend using a trackable shipping method

• Original shipping fees are non-refundable

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4. Refund Details

Processing Time:

• 5-7 business days after we receive your return

Refund Method:

• Original payment form (credit card, PayPal, etc.)

• Allow additional 3-5 business days for bank processing

Partial Refunds May Apply If:

• Items are returned used/damaged

• Parts of the order are missing

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5. Exchanges

• Available for identical items only (different sizes/colors)

• Subject to stock availability

• Customer covers shipping costs for exchanges

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6. Damaged/Defective Items

If your item arrives damaged or incorrect:

1. Email us within 48 hours at [email protected]

2. Include photos of the issue

3. We’ll provide a prepaid return label or replacement

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7. Questions?

Contact our support team:
📧 [email protected]
⏳ Response time: 24-48 hours

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Policy Highlights:
✅ 15-day return window
✅ Full refunds for qualifying items
✅ Simple email-initiated process
❌ Customer pays return shipping (unless our error)

Note: This policy applies only to orders shipped to eligible regions (excludes Asia and certain remote areas).