Refund policy
We have a 14-day return policy, which means you have 14 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.
To start a return, you can contact us at libero.animestore@gmail.com.
If your return is accepted, we’ll provide instructions on how and where to send your package.
For eligible change-of-mind returns, you are responsible for the return shipping cost.
Items sent back without prior approval will not be accepted.
You can always contact us for any return question at libero.animestore@gmail.com.
Damages and issues
Something not right? We’re here to help. Contact us promptly if your order arrives damaged, contains the wrong item or is missing something. Include:
- Your order number
- A brief description of the issue
- Clear photos of the item and packaging, where relevant
If an item is missing, check for separate shipments first.
We’ll review the details and work with you on an appropriate solution. Depending on the circumstances, this may include a replacement or another way to resolve the issue.
Please contact us before sending anything back. We’ll confirm whether a return is needed and provide any return instructions.
Exceptions / non-returnable items
Custom or personalized products are not eligible for change-of-mind returns, except where required by law. Please contact us before ordering if you have questions about the return eligibility of a specific item.
Items purchased with a promotional discount or discount code remain eligible for return under the conditions above. Items clearly marked Final Sale before purchase are not eligible for change-of-mind returns. This does not affect your rights regarding damaged, defective or incorrect items, or any statutory consumer rights, including the applicable EU right of withdrawal. Gift cards are not eligible for return except where required by law.
In-stock order cancellations
Email us as soon as possible with your order number and let us know whether you would like to cancel or make a change.
For in-stock order cancellations, we pause dispatch while we review your request, provided your order has not yet been handed to the carrier. We complete our review within 1–3 business days.
Your order is cancelled only after we approve and confirm your request. If you submit your request before your order is handed to the carrier and we approve it, you will receive a full refund.
Once your cancellation request is approved, we will cancel your order and initiate a refund to your original payment method. Refunds may take additional time to appear in your account. For card payments, timing depends on your card issuer’s processing times and policies.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14-day right of withdrawal
If your order is being shipped to the European Union, you have the right to withdraw from your purchase within 14 days after receiving the goods, without giving any reason.
To exercise this right, please email libero.animestore@gmail.com with your order number and a clear statement that you wish to withdraw from the purchase.
After you submit a withdrawal request, we will send you a confirmation by email.
You must send the goods back within 14 days after informing us that you wish to withdraw. Unless we state otherwise, you are responsible for the cost of return shipping. We may make a deduction from the refund for any loss in value of the goods caused by handling beyond what is necessary to inspect the nature, characteristics, and functioning of the goods.
This right does not apply to goods made to your specifications or clearly personalized, sealed goods that are not suitable for return for health or hygiene reasons and have been unsealed after delivery, gift cards, or other products excluded by applicable law.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at libero.animestore@gmail.com.