Refund policy
The short version
You have 30 days from the date of delivery to return most items, in their original condition, for a refund to your original payment method. There is no restocking fee.
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. Contents are randomized by design, so an opened box cannot be returned on the basis of receiving an unwanted item |
| Damaged, defective or incorrect items | Always eligible for replacement or refund; you will not be asked to return the item |
| Gift cards (digital or physical) | Not returnable |
| Sale items | Same 30-day policy applies unless the product page states the item is final sale |
How to start a return
Contact us through the support hub with your order number and the reason for the return. Include a photo if the item arrived damaged, defective or incorrect. We will confirm eligibility and, where a physical return is needed, tell you where to send it.
Return shipping cost
If you are returning an item that simply wasn't right for you, return shipping is your responsibility. If an item arrived damaged, defective or incorrect, we cover the cost of making it right and will not ask you to pay to return it.
Refund timing and method
Once we receive and inspect a returned item, we process the refund to your original payment method, typically within 5–10 business days. The time it takes to appear on your statement after that depends on your bank or card issuer. Items that are replaced or refunded without being returned (damaged, defective or incorrect items) are processed as soon as the claim is confirmed.
Exchanges
We do not run a separate automated exchange system. Contact us with what you'd like instead and we will find the simplest way through — usually a refund on the original order and a new order for the replacement item.
Gifts
If you received an item as a gift, contact us with the order number if you have it, or as much detail as you can provide, and we will help without a gift receipt.
Consumer protection rights
Nothing in this policy limits any right you have under applicable Canadian or provincial consumer protection law, including the right of withdrawal available to Quebec consumers on certain distance contracts under the Consumer Protection Act (Quebec). Where this policy and a mandatory statutory right conflict, the statutory right applies.
Questions
See our returns page for a plain-language walkthrough, or reach us through the support hub. Every message is read and answered by a person, in English or French.