Refund policy

Returns & Refunds Policy

Your satisfaction matters to us. Returns and exchanges are available when an item is defective, broken, incomplete, or different from the order—not simply because of a change of mind—without limiting any mandatory legal right.

Conditions

  • Contact us within 14 days of delivery. Reporting visible damage or missing items within 48 hours is preferred for faster handling.

  • The product must be returned in its original condition, unused and unwashed, with all tags, labels, accessories, and packaging.

  • Send the order number and clear photos of the product, packaging, and shipping label. Support may request a video if needed.

  • Do not ship a return before support approves the request and arranges collection with the courier.

Defective, Damaged, Missing, or Incorrect Items

The customer may choose either a replacement, if available, or a refund. Mew Mew covers all return and replacement shipping costs when the product is defective or the mistake is ours.

Change of Mind

We do not accept returns or exchanges solely because the customer changed their mind. Regular orders also cannot be edited or cancelled once the order shipped.

Product-Specific Exceptions

  • Skincare products are not returnable for hygiene reasons, while we remain responsible for an incorrect, damaged, or defective item.

  • Opened blind boxes are not returnable because the character is disliked or duplicated; randomness is an essential part of the product.

  • Defective mugs and thermal mugs must be returned unused, unwashed, and complete with their accessories.

  • Damage caused by ignoring the care instructions shown online and supplied with the product may affect the claim.

Refunds

After the courier return is received, inspected, and approved, we begin the refund promptly and no later than seven days. Prepaid orders are refunded to the original payment method. For cash-on-delivery orders, the customer may choose Vodafone Cash, InstaPay, or optional store credit valid for one year. A goodwill discount code may be provided depending on the case.