Refund & Returns & Guarantee Policy
All orders can be canceled until they are in “Processing” status. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be canceled.
Your satisfaction is our #1 priority. Therefore, you can request a refund for ordered products if:
- you received damaged item (during shipping)
- you receive the wrong item
- 15% of restocking fee will applied you do not want the product you have received (buyers must return the item at he/her own expense. Item must be unused and with tag)
- refund does not apply to any of the custom made items (such as Amigurumi, fashion accessories and apparels)
We do NOT issue the refund if:
- order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
- order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster).
*You can submit refund requests within 3 days after you have received the item. You can do it by sending a message to Contact Us page.
If you are approved for a refund, then it will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
You must contact us first and we will guide you through the steps. Please do not send your purchase back to us unless we authorize you to do so. If exchange is approved, you must return the item (new unused with tag) back to us at your own expense.
Please note that any non-defective returns may be subject to 15% restocking fee to prevent return/exchange abuse.
Ultimately, we’ll do everything it takes to make sure you are happy.