At SparkleCollect, we want you to be happy with your anime products. If for any reason you are not satisfied with your purchase, we offer a return and refund policy that lasts 15 days from the delivery date of your package. After this period, we cannot offer a full refund or exchange.
To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. For damaged or defective items, please refer to the procedures below. Custom products and sale items are not eligible for returns or refunds under any circumstances.
Refunds
Once your refund request is received and inspected, we will notify you via email about the approval or rejection of your request. If approved, your refund will be processed, and a credit will be applied to your original method of payment.
Please note that shipping costs from the initial order are non-refundable as the package has already been delivered.
Refund requirements
To complete your refund, please provide the following:
- Order number
- Reason for the refund request
- Photos of the item and package conditions (if damaged or defective)
Please note that refunds will only be considered if the product is unopened and in its original condition.
Refund process for incorrect or damaged items
In case your order contains incorrect items or items that are damaged during transit, please contact us immediately. Please follow these steps:
- Keep all items as they arrived; do not open or unbox any incorrect items.
- Take clear photos of the items inside the shipping box, a photo showing the box size at the bottom, and a photo of the order receipt.
- Send the photos and your order details to us at [email protected].
Late or missing refunds
If you haven’t received your refund, please:
- Check your bank account again.
- Contact your credit card company, as there may be a delay in posting.
- Contact your bank for further processing information.
If you’ve followed these steps and still haven’t received your refund, reach out to us at [email protected] for assistance.
Custom products
Please note that custom products, such as personalized or made-to-order items, are not eligible for returns, refunds, or exchanges. Once an order for a custom product is placed, it is processed specifically for you, and we cannot accept returns or issue refunds for these items unless they are defective or damaged upon arrival.
Sale items
Sale items are final sale and cannot be refunded or returned. Please review your purchase carefully before completing your order.
Exchanges
We only replace items if they are defective or damaged during shipment. If you need to exchange a damaged or defective item for the same item, please send an email to [email protected] and send your item to the address provided.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be sent to you.
If the item was not marked as a gift, or if the gift-giver had the order shipped to themselves, a refund will be issued to the gift-giver.
Shipping returns
To request a refund for your product, please contact us, and we will provide you with the necessary details for returning the item.
You will be responsible for paying the return shipping costs. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on your location, the time it may take for your returned item to reach us may vary. For valuable or high-cost items, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
Need help?
If you have any questions about returns, refunds, or exchanges, feel free to contact us at [email protected].