Exchange and Return
Change Delivery Address:
The delivery address can only be changed before shipping. You can email us at firstname.lastname@example.org for contacting us to change the delivery address, please guarantee the completeness and correctness of the delivery address. Although there are differences in different countries/regions, mostly the delivery address always includes the street number, street name, city, state/province, and Code zip, including workplace or apartment number sometimes. Please note that you can only change the delivery address in one country due to the different shipping fees and taxes in different countries.
We couldn’t change the item(s) you have ordered, you can email us at email@example.com for cancelation of your order, then you may order a new one.
Order can only be canceled before the shipment. If your order has not yet been shipped, you may send an e-mail to firstname.lastname@example.org with your full name and order number.
Damaged, Defective, Missing, and Wrong Items:
If you received a damaged, defective, missing, or wrong item from your package, please email us at email@example.com with your full name, order number, and clear photos(videos) of the damaged, defective, missing, or wrong item(s) whit the shipping label in the same frame, and the clear photos(videos) showing how the items were packed. Please note that you can only get support within 30 days after delivery.
If you are not happy with your order, you can return it to get a refund within 14 days of reception. Here is a step-by-step breakdown:
Step 1. Check your order details:
Log into your account in the Store and use the Order History to check your order details.
After the shipment, you will receive an email with order details from us, You can also use the information for your return.
Step 2. Email us your return request:
Email us your return request at firstname.lastname@example.org with a receipt or proof of purchase including your name, order number, and reason for returning the item in the email. After verification, our customer service will get back to you with an address that you can use to ship the item back to us.
Step 3. Ship your return:
Ship the package to the address provided by our customer service. If the value of your return is over $75, we recommend using a tracking number. In that way, we can make sure the return gets back to us, and we can issue the refund. Keep in mind that you'll be responsible for the returned items.
Step 4. Your return is being processed:
Once your return arrives at our warehouse, it will take us 3 to 5 business days to process your return. We will refund the full purchase price of the item but the shipping cost is charged by the carrier which is non-refundable and will be deducted from your refund. The credit of the refund will be applied to your original payment method within a certain amount of days.
Items returned for a refund must be in their original condition - unworn, unwashed, and unused. Accessories, plushies, and similar items are non-returnable if they've been opened or removed from their original packages. Any items that are received in less than new condition can't be returned to stock and won't be processed. We will reach out to you if the returned item cannot be sold again.
Please note that:
You will be responsible for the shipping of the returned items, we will not be responsible for the missing or damages of the returned items during the shipping.
We don’t accept a return for the sale item or gift cards.
No digital content could be returned, if you unlock the digital content as a part of a gift set in the Store (for example, exchanging character outfits in-game by purchasing the item(s)), we could not make a return or refund for you.