Refund policy

At Calembou, we believe that every collectible should spark joy, fuel creativity, and tell a story uniquely yours. 

To ensure a transparent and trustworthy shopping experience, please carefully review the following refund and return policy before placing an order.

Return Eligibility

To be eligible for a return or refund:

  • Items must be unused, unopened, undamaged, and in original packaging.
  • Return requests must be submitted within 30 days after delivery.
  • Certain collectible products, including blind boxes, confirmed-style blind boxes, and pre-order products, may have special conditions outlined below.

Please contact our support team before returning any item. Unauthorized returns may not be accepted.

Return Procedure

To request a return or refund, please contact us with:

  • Order number
  • Product name
  • Reason for request
  • Relevant photo or video evidence (if applicable)

Our support team will normally respond within 24–48 business hours.

For claims involving missing, damaged, defective, or incorrect items, we strongly recommend recording a full unboxing video upon delivery.

Refund & Return Conditions

Damaged or Defective Products

If your item arrives damaged, defective, or unusable, we may provide:

  • Replacement
  • Partial refund
  • Full refund

depending on the situation.

Clear photo or video proof is required for verification.

Please note that minor outer packaging imperfections caused during international shipping that do not affect the product itself may not qualify as product defects.

Incorrect Items

If you receive the wrong item, we will:

  • Send the correct item, or
  • Offer an appropriate refund solution

Photo or video proof is required.

Change-of-Mind Returns

We accept returns for eligible non-blind-box products if you change your mind.

Conditions:

  • Product must remain unused and in original condition.
  • Customers are responsible for return shipping costs.
  • Original shipping fees are non-refundable.
  • Refund applies to product cost only.

Photo or video proof may be requested before approval.

Blind Box Product Policy

Blind box products are collectible products with randomized or limited designs. Due to their unique nature, special policies apply.

Standard Blind Boxes

Blind box products are generally non-refundable and non-returnable once opened, unless:

  • The item arrives damaged
  • The product has manufacturing defects
  • The wrong item was sent

Full Set / Whole Box Duplicate Protection

For full-set (whole box) blind box purchases, duplicate regular styles should normally not occur.

If duplicate styles appear in a full-set purchase:

  • Please contact our support team first.
  • In most situations, we will provide a free replacement shipment for the missing style.
  • If you do not mind receiving duplicate styles, we may alternatively provide compensation through store coupons or credits.

Please note that hidden/secret editions may replace one standard style according to manufacturer blind box rules.

Confirmed-Style Blind Boxes

Some blind box products may offer a “Confirmed Style” purchase option.

For these products:

  • The outer blind box packaging is carefully opened only to verify the style through identity cards or manufacturer indicators.
  • The internal sealed packaging bag remains unopened.
  • The product itself remains brand new and unused.

Because the blind box style has already been manually confirmed for the customer, confirmed-style blind box products are considered customized collectible selections.

Therefore:

Confirmed-style blind box products are NOT eligible for return or refund unless the item arrives damaged or defective.

This policy helps protect the fairness and collectible nature of blind box products.

Pre-Order Product Policy

Many collectible products sold at Calembou are pre-order items with manufacturer release schedules.

How to Identify Pre-Order Products

Pre-order items are usually clearly identified by:

  • 【Pre-Order】 in the product title, and/or
  • Estimated shipping time stated in the product description page.

By placing an order for pre-order products, customers acknowledge and accept the estimated waiting period before shipment.

Pre-Order Shipping Arrangements

If an order contains both pre-order and in-stock items:

  • Orders with close release dates may be shipped together after the pre-order item arrives.
  • If release dates are significantly different, we may split the shipment and send in-stock items first.

If you prefer to receive in-stock products earlier, we recommend:

  • Placing separate orders, or
  • Contacting customer support after placing the order.

Pre-Order Cancellation & Refund Policy

Because pre-order products involve manufacturer scheduling, reservation allocations, and international logistics timelines:

Orders cannot be refunded solely because the customer assumed the item was in stock without reviewing the product shipping timeline.

For mixed orders:

  • Unshipped portions may still be eligible for cancellation/refund.
  • Already shipped items are not eligible for refund.

Please also note:

  • Official manufacturer delays may occur.
  • Estimated shipping dates are not guaranteed delivery dates.
  • Manufacturer postponements are outside Calembou’s direct control.

Shipping Protection / Order Insurance

Some orders may include optional shipping protection or package insurance services during checkout.

Please note:

  • Insurance fees are collected by the third-party insurance provider, not by Calembou.
  • Calembou acts only as a service bridge between customers and the insurance company.
  • Shipping protection is designed to provide additional coverage for eligible shipping-related losses or issues.

Purchasing insurance is completely optional.

Insurance Cancellation Policy

  • If the package has not yet been shipped, insurance can usually be canceled and refunded to the original payment method.
  • Once the package has been shipped, insurance coverage becomes active and the insurance fee becomes non-refundable.

Insurance activation is based on shipment dispatch time.

Lost or Stolen Packages

We cover lost packages only before the tracking status is officially marked as “Delivered” by the carrier.

If tracking shows “Delivered” but the package is later missing or stolen, customers are encouraged to:

  • Contact the local carrier
  • Check nearby delivery locations
  • Contact local authorities if necessary
  • Use shipping insurance coverage if purchased

Refund Processing

  • Orders not yet shipped are eligible for cancellation and full refund.
  • Approved refunds are typically processed within 3 business days.
  • Refunds are returned to the original payment method.
  • Bank or payment provider processing times may vary.

Return Shipping Costs

  • If the issue is caused by our mistake (wrong item, defective product, shipping damage), we will cover return shipping costs.
  • For all other return reasons, customers are responsible for return shipping fees.

Incorrect Address & Refused Packages

Customers are responsible for ensuring shipping information is accurate before shipment.

If a package is returned due to:

  • Incorrect address
  • Incomplete address
  • Refused delivery
  • Failure to complete customs clearance

customers may be responsible for:

  • Return shipping fees
  • Reshipping costs
  • Customs-related fees

Original shipping costs are non-refundable.

Customs Duties & Import Taxes

International orders may be subject to customs duties, VAT, import taxes, or local handling fees depending on destination country regulations.

These charges are the responsibility of the customer unless otherwise stated.

Contact Us

If you have any questions regarding refunds, returns, shipping issues, pre-order timelines, or product conditions, please feel free to contact our support team.

Support Email: support@calembou.com

Our customer support team will normally respond within 24–48 business hours.

Thank you for supporting Calembou.