Return Information
There's a lot to choose from Disney Store and we want you to be happy with your purchase, so we understand if you may want to return an item.
Here are some common questions on returns:
- Time frame: Requests for return of change of mind purchases need to be done within 30 days from the day the order has been delivered to you.
- Return condition: Make sure your item is in a re-saleable condition, i.e. the item needs to be returned to us the same way it was given to you (in its original re-saleable condition with its original tags and packaging).
- No exchanges: Did something else catch your eye? Although we aren’t able to process a direct exchange, you can return the item to receive a refund, and then buy whatever else your heart desires.
- Items that cannot be returned for change of mind: Certain items such as sealed collectibles, opened 'mystery' sold items, jewellery, products with opened shrink-wrapped packaging, personalised items, swimwear and any items that have been part of a promotion (e.g. gift with purchase, purchase with purchase, multibuy, gift bundles) may not be returned, except if faulty, defective, damaged or incorrectly sent. Please see the full list here.
Will I get refunded the full amount I paid?
Your refund for a change of mind, includes the total value (that is product price and sales tax, if applicable, paid) of any returned items, excluding initial delivery fees (unless all the products that you receive in a single order are incorrect or faulty, defective or damaged, in which case, initial delivery fees shall be refunded to you as set out below), and after deducting returns delivery fees, the details of which as set out here. Please note, that for a change of mind return, no refunds are provided for any additional charges incurred by you on the order, such as import duties or levies, tariffs or cross border fees, applied by your local customs office or bank.
Any initial delivery costs paid by you in connection with your order where all the products that you have received in a single order are faulty, defective or damaged or incorrect, are reimbursable or refundable. However, any delivery and related costs incurred by you when returning products for other reasons (such as change of mind) may not be eligible for reimbursement or refund.
Once the return has been received and checked at the final destination, your refund will be issued back to the same payment method within 10-14 business days.
To keep you updated, you can follow the return of your package with our courier using the tracking number on your Returns Label, or you can check the status here.
How do I start the return process?
You can return your order through Global-e’s return portal which allows you to return items at a cost. The cost of returns delivery can be found here.
Step 1: The portal will ask for your Email Address and Order No. before opening its gateway. So, be sure to have those details ready.
Step 2: Once inside, you’ll see a list of purchased items. Select the product(s) you’d like to return and the return reason from the drop down list.
Step 3: Select the standard method.
Step 4: Next, a return label and form will be created for you. Download those and print them out. Don’t panic if you don’t have a printer right then and there. The return label and form will be emailed to you as well and you can print them off when you find the equipment to do so.
Step 5: Your form goes inside the package and the label should be attached to the outside of the package.
Step 6: Now all that’s left to do is wait for the carrier to collect it from the address at which the product(s) were delivered.
The portal will track your parcel’s journey and you can login anytime to see how it’s going. Your refund will be processed within 10-14 business days, upon receipt and verification of your parcel at the Singapore warehouse.
Well don’t we feel sheepish. Not to worry, we'll sort this out in no time. You'll just need to email us a current and clear photograph of the faulty, defective or damaged product and your Order No./ID in such manner as explained to you when you make a return request, so our friendly team can look into it.
- Time frame: Requests for return for faulty, defective or damaged items need to be done within 30 days from the day the order has been delivered to you.
- No exchanges or replacements: We aren't able to process an exchange or replacement and can only provide a refund at this time. We're working to make this process simple, and we hope to have an exchange and replacement option soon.
Will I get refunded the full amount I paid?
You will get a refund of the total value of the item (that is product price and sales tax paid) of any returned items, any import duties or cross border fees, if applicable in your territory, but excluding initial delivery fees, if the item you received is faulty, defective or damaged. However, if all the items in a single order that you placed are faulty, defective or damaged, then delivery fees will also be refunded to you.
Once the return has been received and checked in our warehouse, your refund will be issued back to the same payment method within 10-14 business days.
Oh bother! We’re so sorry about this. If an incorrect item was delivered, you'll just need to email us a current and clear photo of the incorrectly delivered product and your Order No./Email ID in such manner as explained to you when you make a return request, so the friendly team can figure out what went wrong and fix it right up for you.
- Time frame: Requests for return of incorrectly delivered items need to be made within 30 days from the day the order has been delivered to you.
- Return condition: Make sure your incorrect item is in a re-saleable condition (i.e., the item needs to be returned to us the same way it was given to you (in its original re-saleable condition with its original tags and packaging).
- No exchanges or replacements: We aren’t able to process an exchange or replacement and can only provide a refund at this time. We’re working hard to make this process simple, and we hope to have an exchange and replacement option soon.
Will I get refunded the full amount I paid?
If you decide to keep the incorrect item, you will not get a refund and will receive a discount code instead.
If you want to return the incorrectly delivered item, you will get a refund of the total value of the item (that is product price and sales tax paid) of any returned items, any import duties or cross border fees, if applicable in your territory, but excluding initial delivery fees, if the item you received is incorrect. However, if all the items in a single order that you placed are incorrect, faulty, defective or damaged, then initial delivery fees will also be refunded to you.
Once the return has been received in the final destination and the damage, defect or fault is verified by the team, your refund will be issued back to the same payment method within 10-14 business days.
Missing items? Hakuna Matata (it means no worries). They may have been sent in more than one shipment.
Our warehouse workers are a diligent team. Once a parcel leaves their warehouse everything is accounted for. Check your emails because you’ll have one for every package detailing the items sent, and an associated tracking number. If the item you’re missing is listed in a delivery email but didn’t arrive, please reach out to the friendly team so they can look into this for you.
Will I get refunded the full amount I paid?
Yes, you will get a refund of the total value of the missing item (that is product price and sales tax paid), any import duties or cross border fees, if applicable in your territory, but excluding delivery fees. However, if all the items in a single order that you placed are incorrect, faulty, defective or damaged, then delivery fees will also be refunded to you.
Your refund will be issued back to the same payment method within 10-14 business days from the date of receipt and verification of the product at the Singapore warehouse.
If your item is undelivered after the applicable delivery timeframe for your order, please contact the friendly team with your Order No./Email ID, so they can look into this for you.
Will I get refunded the full amount I paid?
Yes, you will get a full refund if the item you ordered is undelivered.
Your refund will be issued back to the same payment method within 10-14 business days.
Once you send in a returns request as stated above, the following returns fees and delivery methods will apply for the respective region (subject to your rights to a refund for return costs in certain circumstances, as set out above).
| LOCATION | RETURN DELIVERY METHOD | RETURN DELIVERY FEES | RETURN DELIVERY TIMEFRAME |
|---|---|---|---|
| Singapore | Janio Standard | SGD $10 | 30 Days |
| Hong Kong | Janio Standard | HKD $40 | 30 Days |
| Malaysia | Janio Standard | MYR35 | 30 Days |
| Taiwan | DHL Express | NTD $600 | 30 Days |
Returns – Frequently Asked Questions
What should I do when I receive a Return Shipping Label?
Print the Return Label and affix it securely to the outside of the package. Our courier partner will pick up the package from your address on the next business day, so do arrange to have someone around to ensure your package can be handed over to the courier when they arrive.
Please allow 5-10 business days for a refund to be credited back to your payment method, once the order has reached the International Returns Hub and has been inspected.
When will my return parcel be picked up?
Our courier partner will pick up your return package between 9AM to 6PM, depending on the location of your address. Prior to the pickup, you may expect to receive a call informing you that our courier partner is on their way to your address, or when they have arrived at your pickup address.
What happens if I missed the pickup? How do I arrange for another one?
Our courier partner will contact you directly at the phone number that you’ve provided when placing your order, to arrange for a suitable date and time for their next pickup attempt.
Should you not be available or wish to arrange for an alternative pickup date, you may contact our Courier Support team via email help@janio.asia or via WhatsApp text at +65 3129 3038