Shipping Information

At Pop Mart Store, we’re dedicated to bringing the magic of collectibles directly to your doorstep, no matter where you are in the world!

Order Processing

We process all orders within 1-2 business days after payment confirmation. You’ll receive a tracking number via email once your order ships.

Shipping Methods & Timeframes

We offer two convenient shipping options to meet your needs:

  • Standard Shipping (DHL or FedEx) – $12.95
    • Delivery within 10-15 business days after shipment
  • Free Shipping (EMS) – Free for orders over $50
    • Delivery within 15-25 business days after shipment

Please note: We ship worldwide except to some parts of Asia and remote locations. Delivery times may vary depending on your location and customs processing.

Returns & Exchanges

We want every Pop Mart experience to be magical! If your purchase didn’t quite meet your expectations, our hassle-free return policy is here to help.

Return Policy Overview

We accept returns and exchanges within 15 days of you receiving your items. To be eligible, items must be:

  • Unused and in the same condition as received
  • In the original packaging with all included parts and accessories

Non-Returnable Items

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

  • ACCESSORIES (all wearable items)
  • FIGURINE products that have been unsealed or removed from their original packaging
  • Any item not in its original condition, damaged, or missing parts (unless due to our error)

Special Note: Labubu and PLUSH TOYS can only be returned or exchanged if 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 product details.
  2. Wait for Instructions: Our customer service team will respond within 2 business days with a return authorization and shipping address.
  3. Ship the Item: Carefully pack the item(s) in their original packaging and ship to the address provided. We recommend using a trackable shipping service as you are responsible for return shipping costs (unless the return is due to our error).
  4. Processing: Once we receive and inspect your return, we’ll notify you of the approval or rejection of your refund or exchange.

Refund Timelines & 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)

Exact timing may vary depending on your bank or payment provider. Please note that original shipping costs are non-refundable.

For exchanges, we will ship the new item once the return is processed, using the same shipping method as your original order unless otherwise requested.

Need More Help?

We’re here to ensure your Pop Mart experience is truly magical! If you have any questions about shipping, returns, or exchanges, don’t hesitate to reach out:

Email: [email protected]

Mail: Pop Mart Store, 2855 Linda Street, Philadelphia, US 19108

We appreciate your trust in Pop Mart Store and thank you for collecting with us!