Hey there, fellow fan! Welcome to the SOUVENIR SHOP family – your go-to destination for the coolest pop culture treasures. We know you’re excited to get your hands on your new gear, so we’ve made our shipping and returns process as awesome and straightforward as our products.

Shipping Information

We ship globally (excluding some remote areas and parts of Asia). We work hard to get your order to you as quickly as possible!

Order Processing: Please allow 1-2 business days for us to carefully pack your fandom goodies and get them ready for shipment.

Shipping Methods & Delivery Times:

  • Standard Shipping: Shipped via DHL or FedEx.
    • Cost: £12.95
    • Estimated Delivery: 10-15 business days after dispatch.
  • Free Shipping: Available on orders over £50, shipped via EMS.
    • Cost: Free!
    • Estimated Delivery: 15-25 business days after dispatch.

Please note these are estimated times. Delivery may occasionally be affected by factors outside our control, like customs processing.

Our Returns & Exchange Policy

We want you to be 100% happy with your purchase. If something isn’t quite right, here’s our friendly policy.

Return Window: We accept returns and exchanges within 15 days of you receiving your order.

Condition: Items must be unused, in their original packaging, and with all tags still attached.

Please Note: For hygiene and safety reasons, we cannot accept returns on the following products:

  • Candles & Incense: Once used or if the seal is broken.
  • Mugs: If they have been used or removed from their original packaging.

The Step-by-Step Guide to Returns & Exchanges

Step 1: Contact Us (Within 15 Days)

Shoot us an email at [email protected]. Include your order number and tell us which item you’d like to return or exchange and why. Our fan-tastic customer service team will get back to you with a Returns Authorisation (RA) number and the shipping address for your return.

PLEASE DO NOT send anything back without an RA number! We won’t be able to process it without one.

Step 2: Pack It Up

Securely pack the item(s) in their original packaging, including all tags and paperwork. Pop a copy of your order confirmation or a note with your RA number and order number inside the box.

Step 3: Ship It Back

Send the package to the address we provided. We strongly recommend using a tracked shipping service so you can follow its journey back to us. Please note:

  • The original shipping cost is non-refundable.
  • You are responsible for the cost of return shipping unless the item is faulty or we sent the wrong item by mistake.

Step 4: Let Us Take Care of You!

Once we receive your return (allow 3-5 business days for us to inspect it), we’ll spring into action!

  • For a refund: We will process the refund to your original payment method.
  • For an exchange: We’ll ship your new item out to you ASAP!

Refund Timeline & Method

We process refunds 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 takes to appear on your statement depends on your bank or card issuer’s processing times.

Need to Get in Touch?

We’re here to help! 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