Shipping and Returns

Shipping Policy

Pickup

Unfortunately, in the meantime, we don’t allow orders to be picked up.

Handling Time

Please allow for an extra 1-3 days after purchasing from our site before your order will be dispatched. Ideally, we want to have your order posted as soon as possible.

Delivery

You will be sent an email once the parcels have been dispatched and any additional information such as tracking if you have chosen this option.

PO Boxes

Please contact us prior to completing an order regarding posting to a PO Box as we don't post to private boxes.

My Order Did Not Arrive

Please first check the postage information which we have provided you for your order.

The next step would be to contact the shipping company handling your parcel.

Sometimes there can be delays with our shipping partners, due to road closures, weather and flight delays. Please allow an extra business day or two to accommodate for such.

In the busy period of December, we can expect delays up an extra +10-15 business days on all shipments.

If you are still not having any luck, please contact us.

Regrettably, neither Popculture Tengoku nor our shipping partners are able to refund or replace items that have been lost, damaged or stolen after successfully being delivered to your property.

Domestic Shipping

Please see our domestic shipping policy here: Domestic Shipping

International Shipping

Please see our international shipping policy here: International Shipping

Returns Policy

Change of Mind

Please shop and choose your products carefully, as we will not provide you with a refund or exchange if you simply change your mind about your purchase.

Returns

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unopened, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us via the contact us page If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return related questions.

The item that I received is not the item I ordered

Providing that the item is unopened, unused and in mint condition, we’ll replace the item, provide a full refund or offer store credit.

Please contact us for more. 

The item I ordered arrived damaged or faulty

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Once you have contacted us, we will arrange for the return of the product for assessment. Once inspected, and have confirmed the damage or fault, the item will be either repaired or replaced. 

Refunds 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method, or offered store credit in lieu.

Please remember it can take some time for your bank or credit card company to process and post the refund, PayPal refunds can sometimes take up to 30 days.

Store credit will be available immediately.

Restocking fee

All items ordered in error, or the items that the customer wishes to return, are subject to a restocking fee. The restocking fee is 15% of the items purchase value. 

Return shipping – domestic customers

After you have contacted us and we have approved the return, we will cover any return shipping fees through a prepaid label. This label will contain tracking information which will help us to identify your purchase in our records.

Should you choose to return the parcel through a carrier or service of your own choice, you will pay the cost of the postage and will not be reimbursed. We are not responsible for any damaged or lost packages from using this option.

Return shipping – international customers

After you have contacted us and we have approved the return, we will provide instructions on how to ship the item back to us.

You will be responsible for shipping the item(s) back and paying for the postage.

How to pack your items for returns:

Protect the item with bubble wrap or other protective material and if possible, fill any voids in the shipping box.

Scenarios where we don’t offer refunds

Damages or cosmetic issues with the original box, any cosmetic paint issues and or items which are in transit or delivered late.

Albeit, our standards are high and we always want what we post to arrive in the best condition possible, we cannot guarantee that the item box will be in 100% perfect condition upon arrival.

We don't offer any refunds, reimbursements for any import duties, taxes or associated fees which you may encounter when importing and or purchasing goods from us.

Exceptions / non-returnable items 
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), and custom products (such as special orders or personalised items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.