Refund policy

These Standard Return Policies are applicable only to products purchased directly from the sanriohouse.com website.


SHIPPING PROCESS AND LEAD TIMES

  •  Ships to the USA including HI, AK, PR, APO, FPO. 
  • International ships to Canada and Australia.
  • Your order will ship within 1-2 business days (Mon-Fri). No shipping on Weekends & US holidays after receipt of order. You will receive an order confirmation email when your order has been received. Delivery time estimates are provided in the tables above depending on shipping address. When your order is shipped, we will send you a shipment confirmation email with tracking information for you to track your package.
  • We will notify you via phone and/or email should there be any unexpected changes and/or anticipated delays to your order.

SHIPPING COSTS

US DOMESTIC SHIPPING

  • Standard US shipping -Use our check out cart to calculate shipping cost. 
  • Free shipping - Free shipping for orders over $50. Our free shipping services are currently limited to the USA only. 

INTERNATIONAL SHIPPING POLICY

  • Canada and Australia, shipping costs will be calculated by the carrier. 
  •  Customs fees, taxes, duties, etc, fees are Not included in your shipping charge, so you'll be responsible for any fees charged upon delivery. We don’t issue refunds for customs fees, shipping cost, or the cost of your goods should you refuse to pay upon delivery.

RETURN POLICY

  • We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
  • To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
  • You are responsible for shipping costs associated with your return, which will be deducted from your refund. 
  • If you receive any damaged or incorrect items, please contact customer service with your order number and reason for return, and we will provide a shipping label. The cost of return shipping will be covered by sanriohouse. 
  • We are not responsible for returned package due to incorrect shipping address issues.
  • Once the refunds are issued, please wait 3-5 business days for the funds to reach back into your bank account.

You can always contact us for any return question at sopin637383@gmail.com.

DAMAGES AND ISSUES 

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

EXCEPTIONS / NON-RETURNABLE ITEMS
Unfortunately, we cannot accept returns on sale items or gift cards.

EXCHANGES
We only accept exchanges for damaged or defective items. For any other exchanges, please process a return first, and then make a new purchase.

HOW TO RETURN
Once we send you a return shipping label,

1) Be sure to include a copy of your packing slip and please write the reason for the return or exchange on the front of the packing slip. Your return or replacement will not be accepted if the copy of the packing slip with the reason for return is not included in the return package. ​

2) For mailing address, please contact customer service at sopin637383@gmail.com and they will give you the correct address.

3) Once we receive the item back, we will refund the original transaction amount within 1-2 business days with the return shipping fees deducted.

We are unable to re-ship orders that are returned to us as undelivered. If you would still like to purchase items that were undelivered, you are welcome to place a new order on our website. We appreciate your understanding.

Delivery policy

1. Accuracy of Delivery Information

Customers are responsible for providing accurate and complete shipping information, including their full and correct name, address, and contact details.

Sanrio House will not be held liable for any delivery issues (e.g., lost, stolen, mis-delivery, etc.) arising from incorrect, incomplete, or missing address information or if the name provided is not the customer's full and correct name.

2. Delivery Issues

In the event of any delivery issues, such as packages being lost, stolen, or mis-delivered, customers should immediately contact the shipping carrier for assistance.
While Hello Discount Store will make every effort to assist customers in resolving delivery issues, the ultimate responsibility lies with the customer to provide accurate shipping information and to follow up with the shipping carrier.

3.Non-Delivery Due to Customer Errors:

Orders that are returned to Sanrio House due to customer errors in the provided shipping information will be subject to additional shipping charges for re-delivery.
If the customer chooses not to have the order re-shipped, a refund will be issued minus the original shipping costs and any additional fees incurred.

4.Package Tracking:

Once your order has been shipped, you will receive a tracking number via email. Please use this tracking number to monitor the status of your delivery.
If you do not receive a tracking number, please check your spam/junk email folder or contact our customer service team for assistance.