KIRAKIRA TOY SHOP LTD
Last updated: 12 October 2026
SECTION 1 — ABOUT THIS POLICY
This Refund Policy explains how to cancel an order, return a product and request a refund for purchases made through kirakira-shop.com.
In this policy, “we”, “us” and “our” mean KIRAKIRA TOY SHOP LTD.
We review return and refund requests within 2 calendar days of receiving them. Refunds are made to the original payment method within 14 calendar days, calculated as explained in Section 10.
Please read this policy together with our Terms of Service and Delivery Policy.
Nothing in this policy limits your statutory consumer rights. If mandatory laws give you additional protection, those rights continue to apply.
SECTION 2 — CANCELLING BEFORE DISPATCH
If you wish to cancel an order before it is dispatched, email [email protected] as soon as possible.
Please include your order number and clearly state whether you wish to cancel the entire order or specific items.
We usually begin preparing orders shortly after payment, so we cannot guarantee that we will be able to stop dispatch. If the parcel has already been sent, we will explain how to return it.
For a valid cancellation before dispatch, we refund the amount due to your original payment method within 14 calendar days of receiving your cancellation notice.
If we cancel an order because we cannot supply the products, we will notify you and refund the relevant payment, including any delivery charge for a wholly cancelled order.
SECTION 3 — RETURNS IF YOU CHANGE YOUR MIND
For most products, you can change your mind and cancel your purchase without giving a reason.
You must notify us within 14 calendar days after the day you, or someone you nominate, receives the goods.
Where products from one order are delivered separately, the cancellation period generally begins after you receive the last item, subject to the applicable rules.
After notifying us, you have another 14 calendar days to send the products back.
Your cancellation takes effect when you clearly notify us. You do not need to wait for us to approve your decision to cancel.
Certain exceptions are explained in Section 8. Products bought at a discount have the same statutory return rights as products bought at full price.
SECTION 4 — HOW TO REQUEST A RETURN
Step 1 — Contact us
Email [email protected] with:
- Your order number, if available.
- Your name and the email address used for the purchase.
- The product or products you wish to return.
- A clear statement that you wish to cancel or request a return.
- Details of any fault, damage or incorrect item, where relevant.
You do not need to provide a reason for a change-of-mind cancellation. If you cannot find your order number, we can use other reasonable proof of purchase to identify the order.
Step 2 — Receive return instructions
We will review your request and respond within 2 calendar days.
Our response will explain the next steps, provide the correct return address and confirm who is responsible for return shipping. If the issue requires inspection of the product, we will explain this.
Please use the return address we provide. Our registered office is a company contact address and should not automatically be treated as the parcel return address.
Requesting instructions does not make your cancellation dependent on our approval. If a delay in our instructions prevents you from sending the parcel on time, we will not reject your return because of that delay.
Step 3 — Prepare and send the parcel
Package the products using the guidance below and send them within the applicable return period.
Step 4 — Keep proof of posting
Keep your postal receipt and any tracking information. You can email these to us so we can identify and follow the return.
SECTION 5 — HOW TO PACKAGE YOUR RETURN
Please package products securely to help prevent damage during transport.
Check the contents
Include the product and any accessories or components supplied with it, such as stands, lids, cables, detachable parts or instruction leaflets.
For a change-of-mind return, please include original tags and product packaging where available.
Use suitable outer packaging
Reuse the original shipping box if it is still strong enough, or choose a suitable replacement.
Original packaging is not an absolute requirement for a valid return. If you no longer have it, use packaging that provides appropriate protection.
Do not attach a shipping label or packing tape directly to the product or a collectible’s retail box. Place it inside protective outer packaging instead.
Protect fragile products
Wrap mugs, figures and other breakable items individually using bubble wrap, protective paper or similar cushioning.
Protect handles, corners and delicate parts. Fill empty spaces so that items cannot move around or strike each other inside the box. Use a sturdy box rather than a mailing bag for fragile goods.
Protect clothing and soft items
Fold clothing and place it in clean protective wrapping or an inner bag to help protect it from moisture and dirt.
Include an order reference
Place a note inside the parcel with your order number and name. Do not include payment card details or other unnecessary personal information.
Seal and label the parcel
Close the outer packaging securely, remove or cover old shipping labels and clearly attach the correct return address.
If an item is broken, sharp, leaking or otherwise unsafe to handle, contact us before packing it. We will explain how to proceed safely.
SECTION 6 — PRODUCT CONDITION
You may inspect a product in the way you reasonably would in a shop to understand its nature, characteristics and function.
For example, you may carefully open packaging to examine an item or try on clothing to check the fit.
For change-of-mind returns, please avoid wearing clothing beyond trying it on, washing products, using mugs, altering items or removing parts unnecessarily.
We may make a deduction for a reduction in value caused by handling beyond what was reasonably necessary to inspect the goods, but only where permitted by law.
Any deduction will reflect the actual reduction in value and will be explained to you. We do not charge an automatic restocking or return administration fee.
Opening ordinary product packaging does not automatically remove your cancellation rights. However, unnecessary damage to a collectible’s presentation box may affect its value.
These condition rules do not prevent you from returning goods because they are faulty, damaged on arrival or not as described.
SECTION 7 — FAULTY, DAMAGED OR INCORRECT PRODUCTS
If a product arrives damaged, is faulty, does not match its description or is not the item you ordered, contact [email protected].
Please describe the problem and provide your order details. Photographs of the product and packaging can help us investigate, but they are not an absolute condition of your statutory rights.
We will review your request within 2 calendar days and explain the appropriate next step. Depending on the issue and your rights, this may involve a refund, replacement or repair.
Under UK consumer law, you generally have a short-term right to reject faulty or non-conforming goods within 30 days of delivery. Rights to a repair, replacement, price reduction or refund may continue after that period.
The 14-day change-of-mind period does not limit your rights concerning faulty goods.
Where a return is necessary because of a fault, damage on arrival or our error, we cover reasonable return delivery costs. We will arrange a suitable return method, provide a prepaid label where available or explain how reasonable postage costs will be reimbursed.
Please contact us before booking an unusually expensive return service so we can arrange a suitable option.
You do not need the original packaging to exercise your rights concerning faulty goods.
SECTION 8 — EXCEPTIONS TO CHANGE-OF-MIND RETURNS
Some products may be excluded from the statutory change-of-mind cancellation right, where the law allows.
Relevant examples include:
- Products made to your specifications or clearly personalised.
- Sealed products that are genuinely unsuitable for return for health protection or hygiene reasons, once the relevant seal has been broken.
Any applicable exception will be explained before you purchase the product.
Ordinary clothing, mugs, toys and collectibles are not automatically excluded simply because they belong to those categories.
These exceptions do not remove your rights if a product is faulty, damaged or not as described.
SECTION 9 — RETURN DELIVERY COSTS
If you change your mind
You are responsible for the direct cost of sending the products back, unless we have expressly offered free returns for your purchase.
Please choose a service suitable for the product’s size, value and fragility. We recommend tracking and retaining proof of posting. A tracked service is not an automatic condition of your cancellation rights.
If the product is faulty, damaged or incorrect
We cover reasonable return delivery costs where the return is required because of a product fault, damage on arrival or our mistake.
International returns
If customs documentation is required, describe the parcel accurately as returned goods and follow the carrier’s instructions. Do not declare an incorrect value or mark the parcel as a gift.
Contact us if you need information from the original order to complete the paperwork.
Import taxes or charges paid directly to a customs authority or carrier are not payments received by us. Any application to recover those amounts may need to be made to that authority or carrier. This does not affect charges we have expressly agreed to cover or reimburse.
SECTION 10 — REFUND METHOD AND TIMING
Original payment method
Refunds are made to the same payment method used for the original purchase.
We do not require you to accept store credit instead of a refund you are entitled to receive.
All payments and refunds are processed through third-party payment providers. We do not need your full card number, card security code or banking password to issue a refund.
Returns following a change of mind
We issue the refund without undue delay and no later than 14 calendar days after receiving the returned goods or evidence that you have sent them back, whichever is earlier.
Where we have offered to collect the goods, the applicable refund deadline is normally 14 calendar days after your cancellation notice.
Cancellations before dispatch
For a valid cancellation before dispatch, we refund within 14 calendar days after receiving your cancellation notice.
Faulty, damaged or incorrect products
Once your entitlement to a refund is established, we issue it without undue delay and within 14 calendar days of agreeing that you are entitled to it, or sooner where the law requires.
Review and inspection
We review your initial request within 2 calendar days. Where inspection is needed, we also aim to inspect the product promptly after it arrives. Inspection does not restart or extend an applicable refund deadline.
Bank processing
We will notify you when the refund has been issued. Your bank or payment provider may require additional processing time before it appears in your account.
If your original card has expired or been replaced, the refund will still be submitted through the original transaction. Your card issuer can explain how it will be credited.
SECTION 11 — HOW THE REFUND AMOUNT IS CALCULATED
The product refund is based on the amount you actually paid, including applicable VAT and taking account of any discount.
If you used a welcome coupon or another promotional code, the refund reflects the discounted price. A promotional discount has no separate cash value.
Cancelling the entire order
For a valid change-of-mind cancellation of the entire order, we refund the original delivery charge up to the cost of the least expensive standard delivery option offered for that order.
If you selected a more expensive service, the additional upgrade cost does not normally have to be refunded.
For UK orders where free Economy Delivery was available, paid Standard or Priority Delivery is an upgrade. The upgrade charge is not normally refundable for a change-of-mind cancellation.
Returning part of an order
If you return only some products, we refund the amount paid for those products. The original delivery charge is normally retained where it would have been the same for the products you keep, subject to applicable law.
Problems caused by us or the goods
Different rules may apply where goods are faulty, incorrect or not delivered as agreed. We will refund delivery charges where required and will not use the change-of-mind rules to reduce those rights.
Currency
Refunds are issued in the original transaction currency. If your bank converts the refund into another currency, the amount shown on your statement may differ because of exchange-rate movements or bank charges outside our control.
SECTION 12 — EXCHANGES
If you would like a different size, colour or product, contact us to discuss the available options.
Exchanges depend on stock availability. We may ask you to return the original item for a refund and place a separate order for the replacement.
This does not affect any right to a replacement where goods are faulty or otherwise do not meet legal requirements.
SECTION 13 — UNDELIVERED OR RETURNED PARCELS
If your order has not arrived, contact us before attempting a product return. We will investigate the delivery and explain the available options.
If a parcel is returned by customs or a postal authority, the outcome depends on why it was returned. Please see our Delivery Policy for details.
We will not automatically treat a parcel returned by a carrier as proof that you have cancelled. If you want to cancel, please tell us directly.
Any deduction from a refund must be lawful and explained. We will not withhold delivery costs where the law requires them to be refunded or where the return was caused by our error or a failure by our appointed carrier.
SECTION 14 — OPTIONAL CANCELLATION FORM
You may use the following form to notify us of a cancellation, but you do not have to. Any clear statement identifying your purchase and your decision to cancel is sufficient.
To: KIRAKIRA TOY SHOP LTD
Email: [email protected]
Postal contact address: 566 Chiswick High Road, London, United Kingdom, W4 5YA
I hereby give notice that I cancel my contract of sale for the following goods:
Product or products:
Order number, if available:
Date ordered:
Date received:
Customer name:
Customer address:
Date:
Customer signature, only if submitting this form on paper:
This address may be used for written cancellation notices. Please obtain the correct parcel return address before sending goods.
SECTION 15 — CONTACT US
For cancellations, returns and refund enquiries, contact:
KIRAKIRA TOY SHOP LTD
Company number: 17483664
Registered office: 566 Chiswick High Road, London, United Kingdom, W4 5YA
Email: [email protected]
Customer support hours: Monday to Friday, 9am to 5pm UK time.
You can submit a request by email at any time. You do not need an active account to cancel an order, return goods or exercise your consumer rights.