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Where is the store based?

 Southern California

What is GachaPins' return and exchange policy?

 If you aren't completely satisfied with your order, you can leave us a message in the form below, shoot us an email at gachaponpins@gmail.com or message us directly on Instagram. Please understand that our products are hand made and hand packed- we appreciate your understanding and kindness!

*Orders with the same name and receiving address placed on the same day will be combined into one package.

What is your EU shipping policy?

We will continue shipping to the EU normally. However, there are a few risks that may end up costing you, the buyer, more than originally paid. Due to the VAT/IOSS regulations, EU customers should expect the possibility of being billed for receiving international merchandise, regardless of the value. There is also a risk if your package being returned to me without notice due to certain import laws, namely in Germany. Please know that there is nothing we can do about these risks, as they are mandated by the government. 
If your package is returned due to these reasons, the customer will need to cover the shipping cost again- otherwise, I can refund the cost of your items.

Shipping to AUSTRALIA/AUS is also risky at the moment due to Australian post limitations and issues. Your package may be returned to me, or held at your local post office. As stated above, unfortunately, I cannot assist in paying for re-sends in such cases. Thank you!

What if my package is lost or missing?

Unfortunately, once a package hits the mailstream, we cannot be responsible for your goods. If your package is listed as delivered, but you have not received it, please contact your neighbors, leasing office, or local post office before contacting us. If your package has been listed as delivered for more than 3 weeks, we cannot help you or be held responsible for replacing your items.

In certain situations, we will do what we can to help you receive your goods! Replacing lost packages is a loss for all of us. Thank you in advance for your understanding!

How long will it take to receive my order?

 With recent Covid-19 limitations on shipping both domestic and international,  your order may take up to 2 weeks if all items are in stock. Once shipped, most domestic orders take anywhere from 2 to 10 business days to arrive depending on the efficiency of your local postal service. International shipping delivery times may vary between 2 and 6 weeks.

What if I order pre-order items?

 If you order a pre-order item, or a pre-order item is included in your order, we will ship them altogether in order to reduce packaging and save on shipping costs. If you want an in-stock item sooner, please place a separate order with the pre-order item(s).

CONTACT US!

If you have any questions or just want to reach out, send me a message via the FAQ page, or directly on Instagram!

SHIPS GLOBALLY!

We are happy to offer international shipping from the US, complete with tracking information!

SUSTAINABLE PACKAGING!

We do our best to make sure our goods are sustainably sourced and/or recyclable. Please recycle the mailers!