Refund policy
We aim to provide the best shopping experience, but if you encounter any issues with your order, please contact us as soon as possible and we'll do our best to help.
Order Cancellations
Orders may be cancelled within 14 days of purchase, if it has not yet been dispatched.
If you wish to cancel, please contact us as soon as possible at support@tokkipop.com. Once the order is marked as shipped, cancellations are no longer possible.
Pre-Orders
By placing a pre-order, you are reserving stock that has not yet arrived at our warehouse. Release dates and estimated dispatch times are provided in the product description and manufacturers may change them without notice.
Many of our products are sold as pre-orders or are ordered specifically for each customer. If we have already placed your order with our supplier or your order has entered the fulfilment process, we may be unable to cancel it, even if it has not yet been shipped.
If your order contains both pre-order and in-stock items, your order will normally be dispatched once all items are available, unless otherwise stated on the product page.
Change of Mind Returns
You may request a return within 14 days of receiving your order, provided that:
- The item is unopened, sealed, and unused.
- The item is returned in its original condition.
- You contact us within 14 days of delivery.
- The item is returned within 14 days after your return request has been approved.
For change of mind returns, the customer is responsible for all return shipping costs.
We recommend using a tracked postal service, as we are not responsible for items lost during their return to us.
Note: Once we receive and inspect the returned item, your refund will be processed within 7 days. Due to copyright and resale restrictions, we cannot accept returns of opened or unsealed albums, merchandise, DVDs, Blu-rays, cosmetics, or other media products unless they are faulty.
Incorrect, Missing or Faulty Items
We pack every order with care and take photographic proof of each parcel before dispatch to ensure accuracy.
If your order arrives with an incorrect item, missing item, or genuine manufacturing defect, please contact us within 7 days of delivery.
To ensure transparency and speed up resolution: We strongly recommend filming a full, uncut unboxing video that starts from the unopened parcel and clearly shows the unpacking process. This helps both sides confirm what was received and protects against misunderstandings.
If a video is not provided, we may ask for additional supporting evidence and details.
Please note that without clear proof, we may not be able to offer a refund or replacement.
We appreciate your honesty and in return, we’re committed to doing our part to get things right.
If we have made a packing error, supplied the wrong item, or the item has a confirmed manufacturing defect, TokkiPop will cover the reasonable return shipping costs, where a return is required.
Please do not return any item without contacting us first. Returns sent without prior approval may not be accepted.
We appreciate your honesty and in return, we’re committed to doing our part to get things right.
Products Not Eligible for Refund or Exchange
The following are not considered defects and are not eligible for refunds or exchanges:
- Minor dents, scratches, scuffs, or imperfections to outer album cases or packaging, as these are designed to protect the contents during shipping.
- Minor manufacturing imperfections, including small printing variations, glue marks, surface scratches, or cosmetic flaws that do not affect the functionality of the product.
- Damage caused after delivery.
- Loss or damage caused by the shipping carrier after dispatch.
If your parcel is lost or damaged during transit, please contact us as soon as possible. While we cannot guarantee compensation for carrier-related issues, we will do everything we reasonably can to assist you with the claims process.
Approved Returns
If your return has been approved:
- The item must be returned within 14 days of approval.
- Items must remain unopened, unused, and in their original condition.
- Refunds will be processed within 7 days after the returned item has been received and inspected.
Random Inclusions & Member Preferences
Many products sold by TokkiPop contain random inclusions such as photocards, postcards, posters, stickers, or other collectibles.
Receiving duplicate random inclusions, or receiving a member other than your preferred member ("bias"), is not considered a defect and is not eligible for a refund, exchange, or replacement.
While we always do our best to honour member preferences left in the order notes, we cannot guarantee any specific member or inclusion.
All random inclusions, pre-order benefits (POBs), lucky draw photocards, event benefits, store-exclusive benefits, and promotional items are distributed at random unless explicitly stated otherwise by the manufacturer.
Receiving duplicate POBs, lucky draw photocards, or event benefits across multiple orders is not considered a defect.
🛡️ Legal Compliance Statement
Our store policies are written in accordance with all applicable UK and EU consumer protection laws, including:
- The Consumer Rights Act 2015 (UK)
- The Consumer Contracts Regulations 2013 (UK)
- The Consumer Rights Directive (2011/83/EU) (EU customers)
- The General Product Safety Regulations 2005
- The Alternative Dispute Resolution for Consumer Disputes Regulations 2015
These regulations ensure that you, as the customer, have the right to fair treatment and we follow these rules closely while also taking measures to protect our small business from misuse or fraud. We aim to strike a fair balance: respecting your rights while being transparent about the steps we take to maintain accuracy, accountability, and trust.
Last updated: 29 June 2026