At Pop Mart Store, we strive to bring magic and joy to every collector’s experience. We understand that sometimes a product might not meet your expectations, and we’re here to make things right with our hassle-free return and exchange policy.

Return & Exchange Policy Overview

We accept returns and exchanges within 15 days of you receiving your items. To be eligible, items must be unused, in their original packaging, and in the same condition as when you received them. Please note that certain products are final sale and cannot be returned or exchanged (see below for details).

Non-Returnable Items

Due to the nature of collectibles and to ensure the integrity and hygiene of our products, the following items are final sale and cannot be returned or exchanged:

  • ACCESSORIES (e.g., wearable items)
  • FIGURINE products that have been unsealed or removed from their original packaging
  • Any item not in its original condition, is damaged, or is missing parts for reasons not due to our error
Please Note: Labubu and PLUSH TOYS can be returned or exchanged only if they are unopened and in their original, sealed packaging.

How to Initiate a Return or Exchange

Follow these simple steps to request a return or exchange:

  1. Contact Us: Within 15 days of receiving your order, email us at [email protected] with your order number and details about the product you would like to return or exchange. You can use the template provided below.
  2. Wait for Instructions: Our customer service team will respond within 2 business days with a return authorization and instructions on where to send your package.
  3. Ship the Item: Carefully pack the item(s) in their original packaging, include all parts and accessories, and ship them to the address we provide. We recommend using a trackable shipping service as you are responsible for the return shipping costs unless the return is due to our error.
  4. Processing: Once we receive and inspect your return, we will notify you of the approval or rejection of your refund or exchange. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within the timeframes outlined below.

Refund Timelines and Methods

After we receive your returned item, please allow:

  • 5-7 business days for us to inspect the product and process your refund.
  • An additional 5-10 business days for the refund to be credited back to your original payment method (Visa, MasterCard, JCB, or PayPal). The exact time may vary depending on your bank or payment provider.

Please note that shipping costs are non-refundable. For exchanges, we will ship the new item to you once the return is processed, using the same shipping method as your original order unless otherwise requested.

Return/Exchange Request Email Template

To make the process easier, you can use the following template when emailing us at [email protected]:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Pop Mart Store Customer Service, I would like to request a [return/exchange] for my recent order. Order Number: [Your Order Number] Product Name(s): [Name of the product(s)] Reason for [return/exchange]: [Please provide a brief reason] I have reviewed the return policy and confirmed that the item is eligible. Please provide the return address and any further instructions. Thank you, [Your Full Name] [Your Email Address] [Your Phone Number (optional)]

Need More Help?

We’re here to ensure your Pop Mart experience is magical. If you have any questions about our returns and exchanges policy, don’t hesitate to reach out!

Email Us: [email protected]
Write to Us: Pop Mart Store, 2855 Linda Street, Philadelphia, US 19108