What to know (refunds, shipping and stuff!)
LEGAL INFORMATION
Pops of the Galaxy is incorporated in Denmark under Danish legislation. We operate under business number (CVR): 41627719.
Business address is in Aalborg, Denmark.
We primarily operate online, so please reach us on Facebook, Instagram or e-mail.
SHIPPING
We ship all products in protection. As we are collectors ourselves, we know the feeling of of receiving a damaged boxed. As such, we do all in our power to avoid damage - but should the product arrive in a condition not matching your expectations, please reach out (or see below with REFUNDS & RETURNS).
In Denmark, we offer free shipping on any order of DKK 500.
In Sweden, we offer free shipping on any order of DKK 800
Please be aware that if ordering preorder items with in-stock items that the order will only ship as complete (all items in one shipment). The item with the latest delivery date is likely when your order will be dispatched in full (it may be part shipped but only at our discretion).
You can always buy separate shipping for all items in stock. Please reach out to the team for a status on items we have in stock for you and payment options.
AFFILIATES
You can join as an affiliate. Please reach out to the team for more information.
POTG Rewards
We offer a reward program. You can see all the ways to earn and spend POTG points in the reward system in the home page :-)
REFUNDS & RETURNS
Our Returns Policy
Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 26/07/2020.
It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so that we can investigate.
Before attempting to return an order you will need to contact our customer service team to request a returns authorisation number. Without this number it can be difficult to process your return meaning that the process may take longer.
Your statutory rights
Our Returns Policy does not affect your statutory rights.
Popsofthegalaxy is incorporated in Denmark and statutory Danish rules apply.
Right to Cancel
You have the right to cancel this contract within 14 days without giving reason.
The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires physical possession of the goods.
To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. by selecting the appropriate option in your account or a letter sent by post).
Please ensure that the items you are returning are unopened and in any original packaging. Unwanted goods need to be in pristine condition with any retail seals unbroken.
If you have placed the order as part of a business (registered company or with the intent of resell by our review or understanding), we do not offer any refund of preorder items. You can request a cancel of the order, but we will reimburse the entire amount in credits for a future payment. This does not apply to Consumers.
Effects of Cancellation
If you cancel this contract, we will reimburse to you all payments received from you, including the cost of delivery (except for supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay and not later than:
14 days after the day we receive back from you any goods supplied; or
(if earlier) 14 days after the day you provide evidence that you have returned the goods; or
if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel the contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. You will have to bear the direct cost of returning the goods.
Please send cancellation notice to mail@popsofthegalaxy.com.
What should I do if I receive an incorrect item?
We have high standards when it comes to packaging your order however mistakes, do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.
We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action. Our aim is to provide the best solution for you as quickly as possible.
What should I do if my item is damaged?
Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item.
We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.
You can contact us through your account using the online message centre. Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.
How do I report a fault with my product?
Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail.
In order to do this we ask that you contact us through your account using the online message centre. Please provide details of the fault and where possible attach pictures to your message.
How do I arrange a return?
Please contact our Customer Service team to arrange your return.
We will need to know your order number, the item you want to return and the reason for return. Upon receipt of these details we will provide you with a unique returns authorisation number and all the necessary information to arrange the return.
Please package the item securely and ensure our returns form is included inside.
You will need to obtain a proof of postage receipt when you send your item to us. Proof of postage does not cost anything but without it we may not be able to process your refund or replacement in the rare event that your item is lost in transit.
If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item.
Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
Will you refund my postage costs to return an item?
We are more than happy to refund postage costs to return an item where the return is required due to our error. For instance:
- If we sent you the wrong item
- If the item is damaged or faulty
- Where you are returning a substitute item which you do not want to keep
We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.
We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.
We operate a 50 day policy in which we ask you to please make contact to let us know that your order has or has not arrived. Please contact us before the 50 day window with any deliverability issues otherwise we cannot trace this item and are unable to offer you a refund or replacement.
CUSTOMS
We do not apply customs. Within the European Union, no customs should be neseccary. However, this do rely on your home country.
PREORDER
If a pop is offered for preorder this is specifically highlighted in the product title as well as the description. We highlight expected delivery but these are tentative and is subject to delays from our providers.
These pops will be paid for upon order and will be shipped as soon as we have them in stock. Please note that we cannot guarantee supplier delivery on time nor if they are out of stock. In such a case, we will cancel your order and refund in full.
A preorder is a valid and binding agreement. You have the right to cancel the order 14 days after your order has been received - please reach out to the Curstomer Service team if you have any questions or comments. We reserve the right to cancel any future preorder you may order.
Please be aware that if ordering preorder items with in-stock items that the order will only ship as complete (all items in one shipment). The item with the latest delivery date is likely when your order will be dispatched in full (it may be part shipped but only at our discretion).
Klarna
In order to offer you Klarna’s payment methods, we might in the checkout pass your personal data in the form of contact and order details to Klarna, in order for Klarna to assess whether you qualify for their payment methods and to tailor those payment methods for you. Your personal data transferred is processed in line with Klarna’s own privacy notice.
CONTACT
For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail at mail@popsofthegalaxy.com.
Last updated: 08/05/2021