Refund policy
2.1 Return Eligibility Period
2.2 Qualified Return Conditions
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Unused, unaltered, no scratch, no stain, no manual damage on acrylic stands, pins, plush dolls and card products
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Reserved original retail packaging, protective film, backing cards and original accessories intact
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Provide valid order number, purchase confirmation and complete unboxing photos if required
2.3 Non-Returnable & Non-Refundable Items
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Opened CCG trading card packs, loose single trading cards (collectible card products are final sale)
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Clearance sale items, promotional giveaway items, personalized custom anime merch
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Damaged items caused by customer improper storage, collision, disassembly or daily use
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Stickers peeled off, card holders scratched artificially
2.4 Return Shipping Fee Rule
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Our Fault (factory defect, wrong item shipped, missing parts): We cover full return shipping cost, provide prepaid USPS return label
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Customer Voluntary Return (change mind, size mismatch): Customer bears all return shipping fees; original shipping fee is non-refundable
2.5 Refund Process & Timeline
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Submit return request via Contact Us page or support email
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Our team reviews request within 24-48 business hours and sends return guidance
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Warehouse inspects returned items within 3 business days after receipt
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Approved refund will be issued to original payment method within 5-10 business banking days (deposit time depends on bank processing rules)
2.6 Replacement Service
To start a return, you can contact us at nickel.he@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
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 question at nickel.he@gmail.com.
Damages and issues
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.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). 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.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at nickel.he@gmail.com.