Refund policy

We want you to be happy with your order. This policy explains how returns work for purchases made through oshoppu.com.

Nothing in this policy affects your statutory rights if an item is faulty, damaged or not as described.

Our 30-day return period

You may request a return within 30 days of receiving your order.

To request one, use the returns service on our website or email help@oshoppu.com. Please include your Shopify order number, beginning with #, together with the name and address used for the order.

Items sent to us without first requesting a return may not be accepted.

Changing your mind within 14 days

For most products bought online, you have the legal right to tell us that you wish to cancel within 14 days of receiving them. You then have a further 14 days to return the items.

You may inspect an item in the same way that you reasonably could in one of our shops. If it has been handled beyond this and its value has been reduced, we may deduct the resulting loss in value from your refund.

Returns requested after 14 days

We extend our change-of-mind return period from the statutory 14 days to 30 days.

For returns requested after the first 14 days, items must be unused, unopened and suitable for resale, with all original tags, seals, accessories and packaging intact.

Figures, blind boxes and sealed collectables

Many figures and collectables derive part of their value from being unopened and complete with undamaged original packaging.

You may inspect an item as you reasonably would in one of our shops. Please do not:

  • Break a factory or product seal

  • Open opaque blind-box packaging

  • Open sealed inner bags

  • Remove protective films, ties or fastenings

  • Assemble a figure or model kit

  • Display or use the item

  • Damage, discard or write on its packaging

Opening a blind box reveals its contents and removes its value as a sealed blind product. Breaking seals or opening internal packaging can also substantially reduce the value of figures, model kits and other collectables.

If an item has been handled beyond what would reasonably be permitted in a shop, we may deduct the resulting reduction in value from the refund. This deduction will reflect the item’s actual loss in value and may be up to the full purchase price if it can no longer reasonably be sold.

This does not affect your rights if the item was faulty, damaged or not as described when you received it.

Beauty and hygiene products

Sealed beauty, cosmetics and personal-care products can be returned if they remain unopened and their hygiene seal is intact.

For health and hygiene reasons, these products cannot be returned once opened or unsealed unless they are faulty, damaged or not as described.

Sale items

Items bought in a sale can be returned under the same rules as full-price items.

Gift cards

Gift cards cannot be returned or exchanged for cash, except where required by law.

Return postage

For change-of-mind postal returns, we will provide a Royal Mail Tracked 48 return label. Please print the label, attach it securely to the parcel and take it to a Post Office.

The £3.95 cost of the return label will be deducted from your refund.

You are responsible for looking after the returned items until they reach us. Please package them carefully, particularly figures and collectables whose packaging forms part of their value.

There is no return-postage charge when an eligible online order is returned directly to one of our shops.

If an item is faulty, damaged, incorrect or not as described, we will cover reasonable return costs and the £3.95 deduction will not apply.

Returning an online order to a shop

Eligible online purchases can be returned to either oshoppu shop:

Kawaii and Deco
15 The Royal Arcade
Norwich
NR2 1NQ

Kakkoii
8 Davey Place
Norwich
NR2 1PQ

Please bring your order confirmation or another form of proof of purchase.

Original delivery charges

If you cancel your entire online order within the statutory 14-day cancellation period, we will also refund the cost of our standard UK delivery service.

If you selected a more expensive delivery option, we are only required to refund the equivalent cost of standard delivery.

Original delivery charges are not normally refunded for partial returns or returns made under our extended 15–30 day return period.

Faulty, damaged, incorrect or missing items

Please inspect your order when it arrives and contact us as soon as possible if anything is faulty, damaged, incorrect or missing.

Email help@oshoppu.com and include:

  • Your Shopify order number, beginning with #

  • Your name and delivery address

  • A description of the problem

  • Clear photographs of the item

  • Photographs of the internal and external packaging

Please keep the item and all packaging until we have reviewed the issue. We will explain the next steps and arrange a suitable resolution.

Exchanges

We do not process direct exchanges by post.

The quickest way to receive another item is to return the original purchase and place a new order. This also avoids the replacement selling out while the return is travelling back to us.

Refunds

We will inspect your return and email you once it has been approved.

Approved refunds will be issued to the original payment method. We usually process them within 3–5 working days of receiving the return and always within the applicable legal timeframe.

Your bank or payment provider may then take up to 10 working days to show the refund in your account.

Any applicable £3.95 return-label cost or reduction for diminished value will be clearly explained and deducted from the refund.

If more than 15 working days have passed since we confirmed that your refund was issued, please contact help@oshoppu.com.

Cancelling or changing an order before dispatch

If you need to cancel an order or change its delivery address, email help@oshoppu.com as soon as possible.

We can usually help if the order has not yet been packed, but changes and cancellations cannot be guaranteed once processing or dispatch has begun.

Questions about a return

Email help@oshoppu.com with your Shopify order number, name and address. Your message will reach the same small team who pack the orders and work in our shops.