Hey there, fellow fan! We at SOUVENIR SHOP want you to be absolutely thrilled with your fandom treasures. We pour our passion into every candle, coaster, cushion, and sweater to bring you the best pop culture merchandise. But we get it—sometimes something isn’t quite right. That’s why we’ve made our returns process as friendly and straightforward as our brand.

Our Policy At A Glance

  • Return Window: 15 days from the day you receive your order.
  • Condition: Items must be unused, in their original packaging, and with all tags attached.
  • How to Start: Email us first at [email protected] to get a Returns Authorisation (RA) number.
Please Note: For hygiene and safety reasons, we cannot accept returns on the following products: Candles & Incense (once used or unsealed), and Mugs (if used or removed from original packaging).

The Step-by-Step Guide to Returns & Exchanges

Step 1: Contact Us (Within 15 Days of Delivery)

Drop us an email at [email protected] with your order number and details about the item you’d like to return or exchange. Our friendly customer service team will guide you through the process and provide you with a Returns Authorisation (RA) number and the shipping address for your return.

Please do not send anything back without an RA number, as we cannot process it without one!

Step 2: Pack It Up

Please securely pack the item(s) in their original packaging, including any tags and documentation. Include a copy of your order confirmation or a note with your RA number and order number inside the package.

Step 3: Ship It Back

Ship the package to the address we provide you. We recommend using a tracked shipping service for your peace of mind. Please note that the original shipping cost is non-refundable, and you are responsible for the cost of return shipping unless the item is faulty or incorrect due to our error.

Step 4: Let Us Take Care of You

Once we receive and inspect your returned item (which usually takes 3-5 business days after arrival), we will process your request!

  • For a refund: We will initiate the refund to your original method of payment.
  • For an exchange: We will ship out your new item as soon as possible.

Refund Timeline & Method

Refunds are processed promptly upon approval of your return. Please allow:

  • 5-10 business days for the refund to be credited back to your original payment method (Visa, MasterCard, JCB, or PayPal). The exact time it appears on your statement will depend on your bank or card issuer’s processing times.

Need to Send Us an Email? Use This Template!

Copy and paste the text below into an email to [email protected] to get started.

Subject: Return/Exchange Request – Order #[Your Order Number]

Hello SOUVENIR SHOP Team,

I would like to request a [return / exchange] for an item from my order #[Your Order Number].

Product Name: [e.g., Marvel Poster, Gaming T-shirt]
Reason for Return/Exchange: [Please provide details here]

I have read and understood the returns policy on your website.

Please provide me with a Returns Authorisation number and the next steps.

Thank you,
[Your Full Name]

Any Questions?

We’re here to help you with any questions about returns, exchanges, or your order. Our fan-focused customer service team is just an email away!

Email: [email protected]

Thanks for being a part of our community. Now, back to enjoying the fandom!

Warmly,
The Team at SOUVENIR SHOP