🛍️ Orders
How do I place an order?
Simply browse our store, add items to your cart, and proceed to checkout. You'll receive an order confirmation email once your order is accepted.
Can I cancel or change my order?
Because we process and pack orders quickly to meet our daily 12:00 PM (noon) shipping cut-off:
- UK orders: We accept cancellations within 1 hour of purchase.
- EU orders: We accept cancellations at any point until the order has been fulfilled/shipped.
Please email us immediately at contact@nanapop.co.uk if you need to cancel. If your order has already been shipped, it cannot be cancelled.
Do you accept orders for personal use only?
Yes — all purchases are for personal or household use only and not for commercial resale or export.
🚚 Shipping
How much does shipping cost?
Shipping rates are calculated at checkout based on your order size and destination.
Do you offer free shipping?
Yes! All UK orders over £45 qualify for free shipping, automatically applied at checkout.
How long does order processing take?
Orders are processed within 1–2 business days (Monday–Friday, excluding UK public holidays).
How long will delivery take?
- UK: 2–3 business days after dispatch
- EU: Varies by destination — estimated at checkout
Which carriers do you use?
We ship via Royal Mail, DPD UK, and Yodel for UK orders, and Royal Mail and DPD UK for EU orders.
Do you ship internationally?
We currently ship to the UK and selected EU countries (excluding Germany). We do not currently offer shipping to Switzerland, Hong Kong, Japan, South Korea, Malaysia, Norway, or Singapore.
Can I track my order?
Yes! You'll receive a dispatch confirmation email with your tracking number once your order is on its way.
Are there customs charges for EU orders?
EU orders may be subject to local customs duties and import taxes, which are the responsibility of the recipient.
📦 Returns & Refunds
What is your returns policy?
We accept returns within 14 days of delivery. Items must be unused, undamaged, and in their original condition, accompanied by proof of order. Please note that for non-faulty returns, items must remain unopened in original packaging.
For "Confirmed Character" (open box) items, the internal protective foil must remain completely sealed and untampered with. We cannot accept returns on items where the factory seal or inner foil has been opened.
Can I return a sale item?
No — items purchased at a discounted or sale price are final sale and are not eligible for return or refund, unless the item is faulty or was sent incorrectly. By completing your purchase of a sale item, you acknowledge and agree to this policy.
How do I request a return?
Email us at contact@nanapop.co.uk with your order number and reason for return. For damaged or incorrect items, please contact us within 48 hours of delivery with photos — no return postage required in those cases.
How long do I have to return an item?
You have 14 days from the date of delivery to request a return. Items must be unused, in original condition and packaging.
Who pays for return shipping?
Return postage costs are the customer's responsibility unless the item is faulty, damaged, or incorrect. We do not charge a restocking fee.
Do you offer exchanges?
We don't offer direct exchanges. If you'd like a different item, please return your original order and place a new one.
When will I receive my refund?
Once we receive and inspect your return, we'll process your refund within 7 business days to your original payment method. You'll receive an email confirmation when it's done.
🏷️ Product Condition Guide
We use the following condition labels across our listings so you always know exactly what you're getting:
- Sealed — Factory sealed in original packaging. Never opened.
- Opened Box — Outer box has been opened, but contents are intact and unused.
- Sealed Inner Bag — Outer packaging may be opened, but the inner bag/pouch remains factory sealed.
- Blind Box — Character is unknown until opened. Packaging does not reveal the specific figure inside.
- Confirmed Character — The specific character/figure is known and stated in the listing. No surprise element.
💳 Payments & Pricing
What payment methods do you accept?
We accept all major payment methods available at checkout.
Are prices inclusive of taxes?
Prices shown do not include taxes, shipping, handling, customs, or import charges unless otherwise stated.
Do you offer discounts or promotions?
Yes! We run promotions from time to time. Follow us on social media or sign up to our newsletter to stay updated.
📬 Contact Us
How can I get in touch?
Email us at contact@nanapop.co.uk — we aim to respond within 1–2 business days.