Return/Refund Policy 

At Pink Lava Paradise, we value your satisfaction with your purchase. If, for any reason, you are not satisfied with your order, we are here to assist you with our return policy. Please read the following information carefully to ensure a smooth return process:

Initiating a Return

To initiate a return, kindly contact us via email at support@pinklavaparadise.com. We will promptly respond to your email with a Return Authorization Form. Please refrain from returning any item without receiving the Return Authorization Form, as we are unable to process your return without it. Be sure to include the completed form with your return package.

Shipping Fees

Please note that shipping fees are not refundable.

Restocking Fee

Returns for products with a value exceeding $200.00 are subject to a 15% restocking fee.

Bulk Orders

Orders that contain three or more of the same item are considered "bulk" orders and are non-refundable.

Return Shipping

The customer is responsible for covering all return shipping charges, unless the item is damaged or defective. We cannot reimburse you for your original or return postage. For merchandise returns, please ensure that the item is in a pristine, unaltered condition, identical to its state at the time of purchase. It should be enclosed in its original, unopened packaging, complete with all original tags and tickets firmly attached. Kindly note that we are unable to accommodate returns or exchanges for items that exhibit any indications of prior use, lingering scents like perfume or smoke, contact with pets, or visible imperfections. In such instances, your return request will be declined, and you will be responsible for the return shipping expenses.

Return Period

Merchandise refunds are valid within 30 days of the purchase date. Collectible figures, bags, and backpacks can be returned within 7 days of purchase.

Processing Time

Once we receive your return, please allow 2-7 business days for processing and an additional 3-7 business days to receive your credit. We will process your refund or credit as soon as your returned merchandise is in our warehouse. Depending on your bank's policy, it may take up to 10 business days for the credit to appear on your account.

Non-Returnable Items

The following items cannot be accepted as returns and are non-refundable:

• Beauty: Cosmetics and Fragrances. All sales are final and cannot be returned.
• Clearance: All sales are final and cannot be returned.
• Collectibles: Blind Merchandise - All sales are final and cannot be returned. Funko items with chase variants are also non-returnable.
• Fashion Masks, Face Masks, Bandanas: All sales are final and cannot be returned.
• Bags and Backpacks: Can only be returned within 7 days of receiving the item. 
• Candy and any other consumable products - All sales are final and cannot be returned.

Policy Updates

Please be aware that this Return Policy is subject to change, at the sole discretion of Pink Lava Paradise, with or without advance notice to our customers. We recommend reviewing this policy periodically for any updates or modifications.

If you have any questions or need assistance with a return, please do not hesitate to contact us. We appreciate your business and look forward to helping you.

 

Shipping Policy

GENERAL SHIPPING INFORMATION:

Our warehouse processes and ships out all orders Mondays - Fridays (excluding major holidays). After placing your order, your package should be shipped out within 1~2 business days after your order is placed, and you will receive an email with the tracking number soon after. E-Packet is our primary carrier for U.S customers and for customers in countries/regions such as Canada, Europe, UK, Australia, New Zealand etc. Depending on where you live, packages are delivered within 5~25 days from the date of shipment.

WILL MY ORDER COME IN ONE PACKAGE?

Depending on the size of your order you may receive separate packages that may possibly arrive 1~2 business days apart.

CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?

Once an order is placed, our warehouse staff can pack and ship your order within 24 hours, so it's not always possible to process address change requests. If you notice an error, please email us ASAP with your name and order # so we can try to make a correction(s) to your package before it departs. There's no guarantee we can make it, especially once it leaves our warehouse, but we'll do everything we can! 

HOW LONG IS THE PROCESSING PERIOD?

Order processing times are between 1~3 business days after the day you placed your order. Most packages are prepared within 24 hours, but if our warehouse is exceptionally backed up processing times may go up to 3 business days following the day you placed your order.