Refund policy

We have a 14-day return policy, which means you have 14 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, 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 at info@fifilandtoys.com. We will send you the return address through email.

Goods must be returned within 7 days of contacting customer service. Upon receipt of the returned goods, we will inspect them within 3 business days.

You can always contact us for any return question at info@fifilandtoys.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.

The following are explicitly excluded from our return and refund policy:

• Minor manufacturing variations in colour, texture, or appearance that do not affect the product's function or overall conformity — this is normal and expected in collectible or limited-edition manufactured goods

• Slight asymmetries or positional differences in decorative elements (e.g. ears, eyes, accessories) that fall within standard manufacturing tolerances for collectible figures

• Differences between promotional or marketing images and the physical product where such images are rendered at a different angle, perspective, or scale — promotional images are for illustrative purposes only and do not constitute an exact specification of the product

• Damage caused by the customer after delivery (drops, improper handling, modifications)

• Change of mind or buyer's remorse (see Section 3 for withdrawal rights)

• Products that have been used, washed, or altered

• Customs fees, import duties, or taxes charged by the destination country

Important: Collectible and designer toy products are manufactured goods that may exhibit slight variations between units. Such variations are an inherent characteristic of these products and do not constitute a defect or lack of conformity.

Exceptions / non-returnable items
Due to the random nature of Blind Box and Blind Pack products, refunds are not supported for any purchased items in these categories. 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 info@fifilandtoys.com.

Remedy Process

Upon receiving and reviewing your complaint, we will assess the reported issue against our product listing and quality standards. If we determine the product is genuinely non-conforming, we will offer remedies in the following order of preference:

• 1. Repair of the product (where applicable)

• 2. Replacement with the same product (subject to availability)

• 3. Partial or full refund at our discretion, based on the nature and severity of the defect

We reserve the right to:

• Choose the most appropriate remedy at our discretion

• Limit remedies to one (1) per reported defect per item — if a replacement is provided and also arrives in a non-conforming condition, we will offer a further remedy or refund

• Reject complaints where the reported issue falls within normal manufacturing variation as described in Section 2

• Request the return of the item before processing a refund — return shipping costs will be covered by us for confirmed defective items
  

International Orders & Customs

• We ship internationally via tracked shipping services

• Import duties, customs fees, and taxes upon arrival are the sole responsibility of the customer

• We are not responsible for delays caused by customs processing in the destination country

• Refused delivery due to unpaid customs fees will not be eligible for a refund of shipping costs

• Our shipping charges cover transportation only and do not include destination country taxes or duties