Returns
If it isn't right, we sort it
You have 30 days from the day your order is delivered to return most items, in their original condition. There is no restocking fee and no form to print — message us and a person takes it from there, in English or French.
The process
How a return works
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1
Message us
Send your order number and the reason through the support hub. Include a photo if the item arrived damaged or wrong.
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2
We confirm what happens next
Most items get simple return instructions. Damaged or missing items skip the return entirely — we replace or refund straight away.
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3
Send it back, if needed
Only items that are not damaged or defective need to go back to us. We'll tell you exactly where.
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4
Refund issued
Once it's received and checked, your refund goes to the original payment method — usually within 5–10 business days.
By product
What can be returned
| Item | Return condition |
|---|---|
| Charms, pins & keychains | Within 30 days of delivery, unused and in original packaging |
| Squishy toys | Within 30 days of delivery, unused and in original packaging |
| Blind box & mystery items | Only if the box arrives sealed and unopened — the contents are random by design, so an opened box cannot be returned for being the wrong character |
| Damaged, defective or incorrect items | Always eligible — message us with a photo and we replace or refund without asking for it back |
| Gift cards | Not returnable |
| Sale items | Same 30-day policy, unless the product page states final sale |
Gift cards, digital or physical, cannot be returned or exchanged for cash.
Questions
Returns, in detail
Who pays for return shipping?
If you're returning something that simply wasn't right for you, return shipping is on you. If it arrived damaged, defective or wrong, we cover it — you won't be asked to pay to send back our mistake.
Can I exchange instead of returning?
Message us what you'd like instead. The simplest route is usually a refund on the original order and a fresh order for the new item, but tell us what you're after and we'll find the easiest way through.
How long does a refund take once you receive it?
We check returns within a couple of business days of receiving them, and the refund itself typically shows on your statement 5–10 business days after that, depending on your bank or card issuer.
I received this as a gift. Can I still return it?
Yes — message us with the order number if you have it, or as much detail as you can (approximate date, what was ordered). We'll help even without a gift receipt.
Something arrived damaged or missing a piece.
Send a photo and your order number through the support hub. We replace or refund it — you will not be asked to post a damaged item back to us.
Can I return part of a multi-item order?
Yes. Tell us which item you're returning and we'll refund that portion — the rest of your order is unaffected.
What if it's been longer than 30 days?
Message us anyway. Manufacturing defects that show up later are handled case by case — the 30-day window is for change-of-mind returns, not for something that broke because it was faulty.
Full policy
The legal version
This page is the plain-language explanation. Our refund policy is the full legal text that governs every order. For delivery timing, see shipping.
Contact
Talk to a person
Every message is read and answered by someone here, in English or French. If it is about an order, add the order number and we can be useful straight away.