Refund Policy
Returns & Refunds
Choose the policy that applies to your purchase. Mandatory consumer rights under applicable local law always remain in force.
EU customers purchasing blind boxes, mystery bags or other random collectibles: please select the “EU Blind Box Returns” tab. That section applies where mandatory EU consumer law protects your purchase.
General Return Policy
This section describes our standard commercial return policy. If mandatory law in your country or region gives you stronger cancellation, withdrawal, warranty or refund rights, those rights take priority over this policy.
Standard products
For most non-mystery products, we accept voluntary change-of-mind return requests within 14 days of delivery when the item is unused, complete, in its original packaging where reasonably possible, and in a condition suitable for resale.
Items that have been used, assembled, worn, damaged after delivery, are missing material accessories, or otherwise cannot reasonably be resold as new may be refused under our voluntary return policy or may be subject to a reasonable reduction where applicable law permits. This does not limit any mandatory legal right you may have.
Blind boxes, mystery bags and mystery collectibles
Except where mandatory consumer law provides a right of withdrawal or another non-waivable remedy, blind boxes, mystery bags and other mystery collectibles are final sale for ordinary change-of-mind returns after the random item has been revealed. We do not treat receiving a duplicate, a less-preferred character, or a particular design from the disclosed random assortment as a product defect.
EU customers: different mandatory withdrawal rules may apply. Please use the “EU Blind Box Returns” tab above.
How to request a return
Please contact customer support or use any return function made available with your order 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 unless we have confirmed that address for the return.
Change-of-mind returns
For a voluntary return that is not caused by us, including a change of mind or ordering the wrong item, the customer is generally responsible for return shipping. Original shipping charges are not refundable except where 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 reasonably possible. Providing your order number and clear photos of the product, packaging, shipping label and affected area can help us resolve the issue faster.
For your convenience, we recommend recording an unboxing video, especially if the parcel appears damaged. An unboxing video can help us investigate a missing-item, wrong-item or shipping-damage claim, but the absence of a video does not by itself remove any legal rights you may have.
Where an issue is caused by us or during fulfillment, we may offer an appropriate remedy such as a replacement, resend of missing items, return, price reduction or refund, depending on the circumstances and applicable law. If a return is required because of our error, we will cover reasonable return shipping or provide return instructions at our expense where required.
Inspection and refunds
After a returned item reaches the designated return address, we may inspect the product and packaging. For voluntary returns approved under this general policy, refunds are normally issued to the original payment method within 5 business days after approval. 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 cancellation, withdrawal, return, conformity, warranty, refund or consumer-protection rights that apply to you under local law.
EU Blind Box & Mystery Product Withdrawal and Refund Policy
This section applies to consumers whose purchases are protected by applicable European Union consumer law. It explains how statutory withdrawal rights apply to blind boxes, blind bags, mystery boxes, random collectibles and similar products. Nothing in this section limits mandatory rights granted by EU or applicable Member State law.
Blind boxes are random products. Receiving a duplicate, a common design, a non-secret design or a character you personally do not prefer is not, by itself, a product defect when the item falls within the random assortment disclosed at purchase.
If you may wish to withdraw from the purchase, we recommend that you do not open the original seal or packaging whose purpose is to conceal the random design until you have decided to keep the product. Revealing the hidden item may reduce its value as a new, unopened blind box and may affect the final refund amount to the extent permitted by law.
1. Fourteen-day statutory withdrawal right
Where EU distance-selling withdrawal rules apply, you generally have 14 days after receiving the goods to notify us that you wish to withdraw from the contract, without giving a reason. If goods from the same order are delivered separately, the relevant period generally begins when the last applicable item is received.
You may communicate your decision through an online withdrawal or return function made available for your order, or through our published customer-support contact method. A product defect is not required in order to exercise a statutory withdrawal right.
2. Blind boxes are not automatically excluded
A product does not automatically lose the statutory right of withdrawal merely because it is sold as a blind box, mystery bag, mystery collectible or other random product. We therefore do not apply a blanket “all blind boxes are non-refundable under all circumstances” rule to purchases protected by mandatory EU withdrawal law.
3. Unrevealed blind boxes
If the original seal, sealed bag, security strip or other mechanism used to conceal the random item remains intact and the hidden design has not been revealed, the product can be returned under the normal statutory withdrawal process where that right applies.
Opening the shipping carton, courier bag or other outer transport packaging does not by itself cause you to lose the withdrawal right. If the returned product can still reasonably be sold as a new, unrevealed blind box, we will not make a value deduction merely because the transport packaging was opened.
4. Opened or revealed blind boxes
If you open or break the packaging, seal, bag, pull tab or other mechanism whose purpose is to conceal the identity of the random collectible, the specific design may become irreversibly revealed and the product may no longer have the same value as a new, unrevealed blind box.
Revealing the hidden design does not, by itself, automatically cancel a statutory withdrawal right. However, where handling goes beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods and causes an actual reduction in value, we may deduct that demonstrable diminished value from the refund to the extent permitted by applicable law.
5. No automatic opening fee or fixed percentage deduction
We do not automatically refuse the entire refund solely because a blind box was opened, and we do not apply a standard 30%, 50% or other fixed “opening fee” or punitive restocking charge unrelated to the actual loss in value.
Where diminished value is relevant, we may consider the returned condition, whether the random design has been revealed, whether the item can still be sold as an unrevealed blind box, whether it can only be sold as an opened or identified collectible, whether the collectible has been used, whether material accessories or inserts are missing, and other evidence of an actual reduction in value.
6. Original packaging and accessories
We recommend keeping the original product packaging, internal packaging, labels, cards, instructions, inserts and accessories while you decide whether to keep the item. We will not automatically reject a statutory withdrawal merely because outer packaging was opened or is not cosmetically perfect.
If missing, damaged or materially altered packaging, accessories or goods cause a genuine reduction in value beyond what results from reasonable inspection, that actual reduction may be taken into account where the law permits.
7. Random outcome is not itself a defect
When the product page clearly discloses that an item is randomly selected, receiving a duplicate, a less-preferred character, a common design rather than a secret design, or another design within the disclosed assortment does not by itself mean that the product is defective, incorrect or not as described.
This distinction does not remove a statutory withdrawal right. It simply means that disappointment with a valid random result is not treated as a product-quality defect.
8. Defective, damaged, incomplete or incorrect goods
If goods are defective, damaged in transit, incomplete, incorrectly supplied, materially different from the description, or otherwise not in conformity with the sales contract, we will not reject a valid legal remedy merely because the product is a blind box, because the random result has been revealed, or because packaging had to be opened to discover the problem.
Rights relating to defective or non-conforming goods are separate from the 14-day change-of-mind withdrawal right and are handled in accordance with applicable consumer law.
9. Unboxing video is recommended, not mandatory
We recommend recording an unboxing video, particularly where a parcel appears damaged or where you need to report a missing, incorrect or damaged item. Photos, shipping labels, packaging images and other evidence may also help us investigate quickly.
Failure to provide an unboxing video does not by itself cancel a statutory withdrawal, refund, conformity or warranty right. We may reasonably request available information relevant to investigating a specific claim.
10. Return shipping for a change-of-mind withdrawal
Where we informed you before purchase that you must bear the direct cost of returning goods, you are responsible for that direct return cost when exercising a statutory withdrawal for a change of mind or another reason not caused by a defect or seller error, except where applicable law requires otherwise.
11. Return costs for seller error or non-conforming goods
Where goods are defective, incorrectly supplied, damaged due to a matter for which we are legally responsible, or otherwise non-conforming, costs that applicable law requires the seller to bear will not be shifted to the consumer.
12. Sending the goods back
After notifying us of a valid statutory withdrawal, you generally have a further 14 days to send the goods back under EU withdrawal rules. The withdrawal-notification deadline and the deadline for sending returned goods are separate periods. Our policy does not require the parcel to have physically reached our warehouse within the initial 14-day notification period.
Please follow the return instructions we provide, because the appropriate return destination can vary depending on the warehouse or fulfillment partner that handled your order.
13. What is refunded
For a valid withdrawal of the entire applicable contract, we will refund the payments that must be reimbursed under applicable law. Where the original delivery charge must be reimbursed, reimbursement is limited to the cost of the least expensive standard delivery option offered for the order. Any additional amount you chose to pay for express, priority or other enhanced delivery does not have to be reimbursed to the extent permitted by law.
For a partial withdrawal from an order, treatment of the original delivery charge depends on the order structure and applicable law.
14. Refund timing
We will process a statutory withdrawal refund within the period required by applicable law. Under the general EU rule, reimbursement is due without undue delay and generally no later than 14 days after we are informed of the withdrawal. For sales of physical goods, we may withhold reimbursement where permitted until we have received the goods back or you provide evidence that you have sent them back, whichever occurs first.
15. Refund method
Unless you expressly agree otherwise, refunds will generally be made using the same payment method used for the original transaction. We do not charge an additional refund-processing fee for exercising a statutory withdrawal right. A lawful deduction for actual diminished value is not a refund-processing fee.
16. Online withdrawal function
Where applicable EU rules require an online withdrawal function for a distance contract concluded through an online interface, we will make the required electronic withdrawal option available during the statutory withdrawal period. The availability of an online function does not prevent you from using another legally valid method of making an unequivocal withdrawal statement where applicable.
17. Mandatory rights prevail
This policy is intended to explain the commercial characteristics of random collectibles, not to waive consumer rights. No provision should be interpreted as removing a mandatory withdrawal right, removing legal remedies for non-conforming goods, imposing a punitive charge for exercising a legal right, or requiring you to waive rights that cannot lawfully be waived.
If any provision of this policy conflicts with mandatory consumer law applicable to your purchase, the mandatory legal rule prevails.
This page provides general store policy information and is not intended to replace rights or remedies that apply under the law of an individual EU Member State.