Refund policy
This policy applies to customers ordering from the European Union. It is designed to comply with the EU Consumer Rights Directive (2011/83/EU) and the EU Consumer Sales & Guarantees Directive (2019/771).
We're a small, independent shop, and every order matters to us. Thank you for taking the time to read this and for your understanding as we work things out together.
1. Your Right to Cancel (14-Day Withdrawal Right)
You have the right to cancel your order within 14 calendar days of receiving your item(s), without giving any reason.
- The withdrawal period expires 14 days after the day you (or someone you designate) receive the physical goods.
- To cancel, contact us at support.tinycollects@gmail.com before the 14-day period ends, clearly stating your intent to cancel.
- You must send the goods back to us without undue delay and within 14 days of informing us of your cancellation, in original, unused condition where possible.
- Return shipping costs are paid by the customer, unless the item is damaged or not as described (see Section 4).
Sealed albums & CDs
Some items, such as physical albums, are sold sealed. Under EU law, once you break the seal on an album or CD, you lose your right to cancel that specific item. This is a standard exemption for sealed audio/video recordings. If you'd like to keep your withdrawal right on an album, please don't open the seal until after the 14-day period has passed, or until you're sure you want to keep it.
Refund for cancellations within the 14-day period
- We will refund the full purchase price, including the standard delivery cost you originally paid, within 14 days of receiving the returned item (or proof that it has been shipped back).
- By law, this refund is issued to your original payment method. If you're ok with receiving it as shop credit instead, just let us know when you cancel and we're happy to arrange that instead.
1b. Pre-Orders & Cancelling Before Shipment
Many of our items are pre-orders sourced directly from Korea, which can mean a wait of a month or more before your order ships. Please note: your right to cancel applies for the entire duration of that wait, not just after the item arrives.
- You may cancel your pre-order at any point after placing it, while it's still being sourced or still in transit from Korea, right up until 14 days after you actually receive it.
- This is not a courtesy on our part; it's how the EU withdrawal right works. The 14-day countdown only starts once you receive the physical item, but the right to cancel exists from the moment you order.
- If you cancel before the item has shipped, we will refund the full amount, including any shipping cost you paid, to your original payment method within 14 days of your cancellation request (or as shop credit, just let us know).
- If you cancel after the item has shipped but before you've received it, the same applies; you don't need to wait for delivery to cancel.
We ask that you let us know as early as possible if you'd like to cancel a pre-order, simply because once we've placed our own order with our supplier in Korea, changes on our end become more difficult. However, this doesn't affect your right to a full refund.
2. After the 14-Day Period
Once the 14-day withdrawal period has passed, we're unfortunately no longer able to accept cancellations or "change of mind" returns. This does not apply to damaged or incorrect items, which remain covered under the legal guarantee (see Section 4).
3. Exchanges
We're happy to offer exchanges for a different item of the same price, provided the item is currently in stock, but only before your order has shipped. Once an order has shipped, exchanges are no longer possible; damaged or incorrect items remain covered separately under Section 4.
- Contact us at support.tinycollects@gmail.com with your order number and the item you'd like instead.
- If you'd like an item of a different price, or your order has already shipped, please use the applicable cancellation process (Section 1 or 1b) instead.
4. Damaged or Incorrect Items
If an item arrives damaged or isn't what you ordered, you are protected by the EU legal guarantee for up to 2 years from delivery. This is separate from the 14-day withdrawal right above and is always resolved with a replacement or full refund. You can choose original payment method or store credit.
- Contact us at support.tinycollects@gmail.com with your order number and photos of the issue.
- We will cover return shipping costs in these cases.
Photocard & collectible condition
We know condition matters a lot when it comes to photocards and collectibles. We source these items from official webshops, pop-ups, and individual sellers in Korea. On our end, we always handle every card with care and do our best to make sure it isn't damaged while we're packing and preparing your order, but please note the distinction below:
- Minor indentations from when the card was shipped by the original company or places inside an album with other inclusions before the item reaches us (very light marks, not affecting the card's surface or structure) are a unavoidable. These items and are not eligible for a refund or replacement. It is also noted on the relevant product pages.
- Dents, scratches, bent corners, or other visible damage are eligible for a refund or replacement under this policy.
- To make a claim, please send us photos of the damage within 3 days of receiving your order, to support.tinycollects@gmail.com. This helps us tell the difference between an item that arrived damaged and later wear, and keeps the process quick for both of us.
This 3-day photo request is simply to help us process claims smoothly, it does not limit your statutory rights under the EU legal guarantee described above.
"Tinycollects Lucky Draw" & randomized items
For any item explicitly listed as a "Tinycollects Lucky Draw" or otherwise marked as randomized, you'll receive a random version from a set described in the listing rather than a specific chosen version. Receiving any valid item from that set fulfills your order correctly and is not grounds for a "not as described" claim. This is the nature of the product. (Note: some item's original release name includes words like "random" or "lucky draw." Those are not included in this disclaimer unless it was specifically mentioned you receive a random version.)
Authenticity
All items sold in our shop are guaranteed authentic. In most cases we source directly from the manufacturer or official retailers and can provide proof of this if needed. If you believe an item you've received isn't authentic, please contact us with your reasoning and, where possible, supporting evidence (such as a third-party authentication opinion). If we agree the item isn't authentic, this is treated as a non-conformity under Section 4 and resolved with a replacement or refund.
5. Shipping & Lost Packages
To ensure every order is protected, all EU orders are shipped with tracked shipping only. We do not offer untracked/non-tracked shipping options any longer.
Expected delivery timeframes by country are listed on our Shipping page.
If your package hasn't arrived
If your order hasn't arrived within the expected timeframe listed on our Shipping page, please contact us at support.tinycollects@gmail.com so we can look into it. In any case, if tracking shows no movement for 10 business days, please get in touch as well.
Once notified, here's what happens:
- We will open a missing parcel investigation with PostNL.
- PostNL investigations typically take up to a few weeks to resolve.
- If the package is confirmed lost, or remains unresolved 30 calendar days after the investigation is opened, we will offer you a full refund or a free reshipment, your choice.
Because all packages are shipped with tracking, you are fully covered in the rare case of a lost shipment. There's no need to worry about missing out on a refund.
6. Contact
For any questions about cancellations, exchanges, damaged items, or a missing package, reach out to us at: support.tinycollects@gmail.com
This policy does not affect your statutory rights as a consumer under EU law.