Returns & Replacements

After-sales service Types
  • Defects

Blind box goods are designer toys limited by existing technology and handmade participation in craft production. Minor defect such as uneven coloring, slight scratches, paint drops or bubbles are normal; if there are serious defects, you can apply for after-sale service after receiving your goods.

  • Card&Accessories

If the card inside the Blind box does not match with the figurine, we will supplement the corresponding card according to the piece, and the original card will be taken back.

  • Duplicate figures

If you buy a whole box and it has a duplicate，the missing regular figure will be provided and the duplicated figurine will be taken back.

  • Special products

Only UPS transport is supported currently.

  • Limited Edition Products

The after-sales rules of Limited Edition Products shall be subject to the specific notice of event publicity.

  • Hidden Figure Exchange

For products purchased from popmart.com, you get a hidden figure redeem card. Please contact our customer service @ na.support@popmart.com with the order number and pictures of the related card.

  • Art Toy Accessories

  1. Scope of application: portable powerbanks, charging cables, nightlights, watercups, phone cases, etc.

  2. Replacements & Refunds: Customers may make a replacement request for damaged products or merchandise with quality issues only within 15 days of receiving the order. A replacement shipment containing the correct item(s) will be offered if sufficient inventory exists to do so. If replacement of the identical product is not available, other products of the same price and function may be provided. If the above methods can not be fulfilled, a refund of the actual amount paid may be issued instead.

  3. Shipping fees: Shipping fee for returns without reason within 15 days of delivery will be at the customer's cost. For shipping back the original product and sending replacements due to quality issues, the resulting shipping fee will be borne by the company.

Note: When the above products are sold in the form of blind boxes, the aftersales service will be carried out according to the rules on the details page.
Returns & Replacements

  1. Customer service channels: Only orders placed through POP MART's direct sales channels are accepted for customer service. If the order is placed through a distributor, please contact the original dealer for further support.

  2. Buyers MUST carefully choose which product or series of Blind boxes they wish to purchase. We do not offer any refund or exchange because of a change of mind on your purchase.

  3. Cross-border goods do not support no reason return and exchange

  4. For goods that meet the exchange requirements

4.1 You can apply for after-sale service@ na.support@popmart.com with the related order number and the picture or unpacking video of the related figure within 15 days after receiving your goods.

Special note：Buyers have to provide unpacking video of goods which is generally more than 4 inches height for after-sale service. Please contact customer service if you have any questions.

4.2 Exchange of goods in the blind box: Seller has to replace another blind box with the same price for buyer because of the The randomness nature of the blind box, and it is impossible to confirm the figurine mode inside before opening it.

  1. For goods that meet the return requirements

5.1 You can apply for after-sale service na.support@popmart.com with the related order number and the picture of the related figure within 15 days after receiving your goods.

5.2 The buyer needs to return the inner packaging box, figurine, accessories and all free gifts together. ( Some kinds of goods do not need to be sent back. Buyer can contact customer service for further information) Examples of all goods that need to be sent back

5.3 The buyer needs to pay the return freight cost in advance. The seller will provide a coupon with the same order amount according to payment proof of returning fee and the returning tracking number.

5.4 If the package is returned because the receiver refuses to pay tax fee, we will have to deduct the shipping fee, returning fee and other related fees when we apply for a refund for you. （his policy does not apply to offline retail stores）

5.5 It takes about 5-10 working days to process refunds.

Shopping Cart