Refund policy
We want you to be happy with your order. Due to the nature of our items, more specifically enamel pins and plush, being collectible in nature, we have established a policy to ensure quality and hygiene for all of our customers.
Final Sale Items
Due to the collectible nature of our enamel pins and the hygiene requirements for our plush toys, all sales are final. We do not accept returns or exchanges for "change of mind" purchases or size/style preferences. We encourage you to review all product photos, descriptions, and sizing information carefully before completing your purchase. Need more information, please reach out to us before making a purchase.
International Orders
Notwithstanding the above, if the merchandise is being shipped into the European Union or United Kingdom, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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. To exercise this right, please contact us at nintendobratkat@gmail.com to initiate the return process. Please note that return shipping costs for 'change of mind' returns are the responsibility of the customer. Custom-made items and items unsealed for hygiene reasons may be exempt from this right.
Handmade Variation
Because our items are handcrafted, each piece is unique. Slight variations in finish, color or detail are part of the handmade process and are not considered defects.
Damaged Items
We take great care in inspecting and packing your orders, but we understand that accidents can happen during transit. Please inspect your order upon reception and contact us immediately if the item is damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
How to Report: Please contact us at nintendobratkat@gmail.com within 7 days of delivery.
Required Information: To help us resolve the issue quickly, please include:
Your order number.
A clear photo of the damage to the item.
A photo of the packaging if it appears damaged.
Our Resolution: Once we verify the damage, we will provide a replacement at no additional cost if inventory is available. If a replacement is not available, we will issue a full refund to your original payment method or a store credit. We will evaluate these on a case by case basis.
Shipping & Order Issues
Incorrect Address: Please double-check your shipping address during checkout. We are not responsible for packages delivered to an incorrectly provided address.
Lost Packages: If your tracking information shows "delivered" but you have not received your package, please contact your local carrier first. If you are still unable to locate it, reach out to us and we will do our best to assist you with working with the carrier.
Contact Us
If you have any questions about this policy or need assistance with a damaged order, please reach out to us through our chat or email us at: nintendobratkat@gmail.com
Business Hours: Monday-Friday 10am-4pm CST