Returns & Refunds Policy

At Ghibli Merchandise, accessible via ghibli-merchandiseuk.com, we are committed to providing our customers with high-quality, officially licensed products that celebrate the magic of Studio Ghibli. We take great care in curating our collection and ensuring your items are packaged with the utmost attention. However, we understand that sometimes a return may be necessary. Our Returns Policy is designed to be fair, transparent, and straightforward, ensuring your complete satisfaction with every purchase.

Returns Eligibility
To be eligible for a return, your item must be in the same condition that you received it. It should be unused, in its original packaging, and with all tags and labels attached. Returns must be requested within a specified number of days from the date you received your parcel. We cannot accept returns for items that are not in their original state, have been used, washed, or are missing any part of the original packaging. For hygiene reasons, certain personal items may be non-returnable unless faulty.

Non-Returnable Items
Please note that, to protect all customers, certain types of items cannot be returned. These typically include, but are not limited to, items marked as final sale, any digital downloads, and personalized or bespoke products made specifically to your order. Gift cards, if offered, are also non-returnable. Clear indications are provided on the product page if an item is non-returnable.

Initiating a Return
To start a return, please contact our customer service team through the designated contact form on our website. You will need to provide your order number and the details of the item you wish to return, along with the reason for the return. Our team will review your request and, if eligible, provide you with a Return Merchandise Authorization (RMA) number and clear instructions on how and where to send your package. Returns sent without an RMA number may experience significant delays in processing or may not be accepted.

Return Shipping & Inspection
The customer is responsible for covering the cost of return shipping, unless the return is due to an error on our part (such as dispatching an incorrect item) or if the item arrives damaged or faulty. We strongly recommend using a trackable shipping service and purchasing shipping insurance for the return, as we cannot be held responsible for items lost or damaged in transit back to us.
Once we receive your return, our team will inspect the item to ensure it meets our return conditions. This inspection process is to verify the product is in resalable condition. Please allow several business days for this inspection to be completed after your return arrives at our facility.

Refunds
Upon successful inspection of your returned item, we will notify you via email and initiate the refund to your original method of payment. The refund will typically be processed within a standard number of business days after our approval. Please note that the time it takes for the refund to be reflected in your account can vary depending on your bank or payment provider’s policies. The original shipping costs are non-refundable for returns that are not a result of our error.

Damaged, Faulty, or Incorrect Items
Your satisfaction is our priority. If you receive an item that is damaged, defective, or incorrect, please contact us immediately. We will arrange a prepaid return label for you and, upon receipt of the faulty item, will promptly send a replacement if available, or issue a full refund, including any standard shipping charges. We may request photographic evidence of the damage or fault to assist in resolving the issue efficiently.

Exchanges
We currently do not offer direct exchanges. If you wish to exchange an item for a different size, color, or product, the fastest method is to return the original item for a refund following the standard returns process. Once your return is approved, you are welcome to place a new order for the desired item on our website.

Late or Missing Refunds
If you have not received your refund within the expected timeframe after our confirmation email, please first check your bank account again and contact your credit card company, as it may take some time for the refund to be officially posted. If you have completed these steps and still have not received your refund, please contact us for further assistance.

We value your trust in ghibli-merchandiseuk.com and strive to make every aspect of your experience magical. This policy ensures we can maintain the high standards of our products and service for all our customers. For any specific questions not covered here, please do not hesitate to reach out.