The questions we’re asked most often before buying, answered in 30 seconds. Need more details? Check the full FAQ or ask our AI assistant on WhatsApp, available 24/7.
Preparation: in-stock items leave the warehouse within 24–48 business hours. We source pre-orders for you within 1–10 business days.
Shipping (UPS, with tracking number):
Do you need it by a specific date? Ask us on WhatsApp before buying, and we’ll confirm whether it will arrive on time.
Free shipping in mainland Spain on orders over €99.99 (€6.95 on smaller orders). Mainland Portugal: €8.95. Rest of the European Union: from €15. Balearic Islands: €10. Canary Islands, Ceuta and Melilla: special rate (taxes not included).
We ship throughout the European Union (not to Switzerland, the United Kingdom, Norway or Iceland). You’ll see the exact amount at checkout when you enter your address, before paying. Free shipping does not apply to large Pop Mart figures.
Yes. All our products are new and 100% authentic. Each item is inspected by our team before being shipped and receives the Next Step Verified label, confirming that it has been verified and shipped directly by us.
Additionally, manufacturing defects are covered for the 14 calendar days following delivery, and Swatch watches include the official manufacturer’s warranty.
You have 14 calendar days from receiving your order to request an exchange or return.
Changing sizes is easy: request the return from your account under My orders, indicate the size you want in the comments, and as soon as we receive the item, we’ll send you the new size at no shipping cost. There’s no need to place a new order.
We’ll provide the return label via WhatsApp (SEUR or UPS in mainland Spain; UPS for all other destinations). Its cost is the standard rate for your area, for example €6.95 in mainland Spain. The item must be unused and have the Next Step Verified tag intact.
For each product, you’ll find the model’s size guide. Always use the European size (EU) as your reference: it’s the most consistent across brands.
Not sure between two sizes? Message us on WhatsApp with your height, weight, and usual size: our assistant will recommend the right size in seconds, at any time.
If a product is marked as Pre-order, it is not currently in our warehouse, but we will source it specifically for you through our supplier network within 1–10 business days and keep you informed by email every step of the way.
If your size is not listed on the product page, contact us: we will check whether we can source it and let you know.
Visa, Mastercard, Maestro, American Express, UnionPay, Apple Pay, Google Pay, Shop Pay, and PayPal, as well as local methods such as iDEAL, Bancontact, Blik, and Wero.
You can also pay in installments with Klarna (subject to availability in your country). All payments are processed securely through Shopify.
Our smart assistant answers on WhatsApp 24/7: delivery times, sizes, stock, shipping, exchanges… And if you need anything else, a member of our team takes over in the same conversation.
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