Help & policies

Standard products

For most non-mystery products, we accept return requests within 14 days of delivery when the item is unused, unopened, complete, in its original packaging, and in a condition suitable for resale.

Items that have been opened, used, assembled, worn, damaged after delivery, are missing original packaging or accessories, or otherwise cannot reasonably be resold as new may not be eligible for a change-of-mind return.

Blind boxes, mystery bags and mystery collectibles

Blind boxes, mystery bags, and other mystery collectibles are final sale for change-of-mind returns. We do not accept a return or exchange simply because you received a character or design you did not want, received a duplicate, or changed your mind.

This final-sale rule does not remove any rights that cannot legally be excluded, and it does not prevent us from reviewing a claim involving an incorrect item, missing item, defective product, or shipping damage.

How to request a return

Please contact customer support before sending anything back. Include your order number and the item you want to return. Because orders may be fulfilled from different warehouses or logistics partners, the correct return address can vary by order. Do not send a return to an address on the parcel without receiving return instructions first.

Change-of-mind returns

If the return is not caused by us, including a change of mind or ordering the wrong item, the customer is responsible for return shipping. Original shipping charges are not refundable unless applicable law requires otherwise.

Wrong, missing, damaged or defective items

If your order arrives with an incorrect item, missing item, shipping damage, or a defect, please contact us as soon as possible. Please provide your order number and clear photos of the product, packaging, shipping label, and affected area.

For your convenience, we strongly recommend recording an unboxing video when opening the parcel. An unboxing video can make it much easier for us to verify missing-item, wrong-item, or shipping-damage claims.

Where we confirm that the issue was caused by us or during fulfillment, we may offer a replacement, resend missing items, or arrange a return and refund. If a return is required because of our error, we will cover the reasonable return shipping cost or provide return shipping instructions at our expense.

Inspection and refunds

After the returned item reaches the designated return address, we will inspect the product and packaging. If it is confirmed to be in resaleable condition and the return is approved, the refund will normally be issued to the original payment method within 5 business days. Your bank, card issuer, PayPal, or other payment provider may require additional time to display the refund.

Consumer rights

Nothing in this policy is intended to limit any non-waivable return, cancellation, warranty, or consumer-protection rights that apply to you under local law.

Available payment methods

The payment methods currently available to you are displayed at checkout. Availability can vary by country, currency, device, and payment-provider settings.

Secure checkout

Our store uses Shopify checkout and supported payment providers to process transactions. Payment information is transmitted through the payment provider’s secure checkout flow. We do not directly receive or store your complete payment-card details on our storefront servers.

Currency, taxes and import charges

Prices, taxes, and charges collected by the store are shown during checkout. Currency availability and tax treatment may vary by destination, and your bank or payment provider may apply its own conversion or processing fees.

Customers in Europe, including the European Union, may also be required to pay local VAT, customs duties, clearance fees, or carrier handling charges when an imported shipment enters the destination country or before delivery. If a tax or duty is not shown as collected or included at checkout, it may still be assessed by local authorities or the carrier.

Payment problems

If a payment is declined or cannot be completed, please check the billing information entered at checkout or contact your payment provider. If you believe you were charged incorrectly, contact our support team with your order details so we can review the transaction.

How blind boxes work

A blind box or mystery item contains a random design from the series shown on the product page. Unless the product page explicitly says otherwise, purchasing an individual blind box does not guarantee a specific character, design, rare item, or complete set.

Final-sale rule

We do not accept change-of-mind returns or exchanges for blind boxes, mystery bags, or mystery collectibles. This applies whether the reason is that you changed your mind, received a duplicate, or received a character or design you did not want.

This rule does not remove any rights that cannot legally be excluded under the laws that apply to your purchase.

If something is wrong with the order

If the item is incorrect, missing, damaged, defective, or the parcel appears to have been tampered with before delivery, contact us as soon as possible with your order number and clear photos of the item, packaging, shipping label, and affected area.

For your convenience, we strongly recommend recording an unboxing video before and while opening the parcel. This can help us verify missing-item, wrong-item, or shipping-damage claims more quickly.

Where we confirm that the problem was caused by us or during fulfillment, we may replace the item, resend missing goods, or arrange a return and refund. If we require the item to be returned because of our error, we will cover the reasonable return shipping cost or provide return shipping instructions at our expense.

Our sourcing approach

POPHOARD focuses on pop-culture merchandise sourced through established suppliers and distribution channels. Where a product is described as officially licensed or authorized, that description is based on the product and supplier information available to us.

Product information

Brand, franchise, manufacturer, or licensing information may be shown on the product page or packaging where available. Packaging and labeling can differ between regions, production runs, and manufacturers.

Authenticity concerns

If you have a reasonable concern about the authenticity or licensing status of an item you received, please contact us with your order number and clear photos of the item and packaging. We will review the information available to us and provide an appropriate response.

Independent retailer notice

Unless a product page expressly states otherwise, POPHOARD is an independent retailer and is not itself the owner of the third-party characters, trademarks, or entertainment properties shown on the products we sell.

Store operator

POPHOARD is an online store operated by TooHot Media Limited. We sell pop-culture merchandise, accessories, collectibles, and related products through our online storefront.

Customer support

For questions about an order, shipping, returns, payments, product information, privacy, or general support, please use the current contact details or contact form published on our website.

Business and partnership enquiries

For brand, licensing, supplier, or commercial enquiries, please use the business contact details published on our website. We may use different contact channels for customer support and business enquiries.

Returns

Do not send a return to a warehouse or business address without receiving return instructions first. The correct return destination can depend on the order and fulfillment location.

Information we collect

When you browse the store, create an account, place an order, contact us, or interact with our marketing, we may collect information such as your name, contact details, billing and shipping information, order information, device information, and information about how you use the site.

How we use information

• To process and deliver orders and provide customer support.
• To operate, secure, troubleshoot, and improve the store.
• To prevent fraud and protect customers and our business.
• To meet tax, accounting, legal, and regulatory obligations.
• To provide marketing or personalization where permitted and, where required, with your consent.

Service providers

We may share information with service providers that help us operate the store, such as Shopify, payment processors, fulfillment and shipping providers, customer-support services, and analytics or marketing providers that are enabled for the store. These providers process information for their respective services and may operate in different countries.

Your choices and rights

Depending on where you live, you may have rights to access, correct, delete, restrict, object to, or obtain a copy of certain personal information. You may also be able to withdraw consent or opt out of certain marketing or advertising uses. To make a privacy request, use the privacy or customer-support contact details published on our website.

Security and retention

We use reasonable safeguards appropriate to an online store. We retain information for as long as reasonably necessary for the purposes described above, including legal, tax, accounting, fraud-prevention, and customer-support needs.

Updates

We may update this policy when our store, service providers, or legal obligations change. The current version published on the site applies.

Using the site

You may use the site for lawful personal or business purposes. You must not interfere with the site, attempt unauthorized access, misuse customer or store data, or use the site in a way that violates applicable law or the rights of others.

Orders, prices, and availability

Products, prices, promotions, and availability may change. We may refuse or cancel an order where reasonably necessary, including in cases of suspected fraud, material pricing or listing errors, inventory problems, or misuse of the store. If a paid order is cancelled by us, the appropriate refund will be issued.

Shipping and returns

Shipping is subject to our Shipping & Delivery information, and returns and refunds are subject to our Returns & Refunds policy. Please review those pages before placing an order.

Intellectual property

The site and its original content are protected by applicable intellectual-property laws. Third-party brand names, characters, artwork, trademarks, and product imagery remain the property of their respective rights holders. You may not copy or commercially reuse protected site content without permission.

Liability and consumer rights

To the maximum extent permitted by applicable law, we are not responsible for losses that are indirect, unforeseeable, or outside our reasonable control. Nothing in these Terms excludes or limits rights or remedies that cannot lawfully be excluded or limited.

Changes and contact

We may update these Terms from time to time. The current version published on the site applies. For questions about these Terms, use the support contact details published on our website.

What cookies do

Cookies and similar technologies help an online store remember preferences, keep the cart and checkout working, maintain account sessions, understand site performance, prevent fraud, and, where enabled, support analytics or advertising.

Essential cookies

Some cookies are necessary for core storefront functions such as the cart, checkout, security, region or language preferences, and account features. Blocking these technologies may prevent parts of the store from working properly.

Analytics, functional, and marketing technologies

Depending on the services currently enabled on the store, optional technologies may be used to understand site usage, remember preferences, measure marketing performance, or personalize advertising. Where consent is required, these technologies should be used in accordance with the choices available to you.

Managing your choices

Where privacy or cookie controls are available on the site, you can use them to manage non-essential technologies. You can also control cookies through your browser or device settings. Changing these settings may affect site functionality.

Updates

The technologies used by the store can change as services are added, removed, or reconfigured. This page should be read together with our Privacy Policy and the privacy choices available on the storefront.

Frequently asked questions are being prepared. For now, please use the topics above or contact support.