pokidol.com

1. Payment & Security
Our online payments are processed securely through Stripe, which accepts all major credit and debit cards.
You do not need a Stripe account to make a payment. You can simply pay securely using your debit or credit card through Stripe.

2. Order Confirmation
Once payment has been completed, you will receive an order confirmation email containing your order details and, where applicable, your capture appointment information.
Please check your order confirmation carefully. If any information is incorrect, please contact us as soon as possible.
Different cancellation and refund terms apply depending on the capture method you choose. Please read the relevant section below carefully before placing your order.

3. Cancellations & Refunds
As Pokidol figurines are personalised and made specifically for each customer, your eligibility for cancellation and refund will depend on the stage your order has reached.
Different terms apply to our three capture methods.

3.1 In-Store Capture Orders
If you choose to visit a Pokidol location for your image capture:

• Before model design begins: You will receive a full refund.
• After model design has begun: You will receive a refund of 60% of the total order value.
• After you have approved the model preview and your figurine has entered the printing stage: The order can no longer be cancelled and no refund will be available.
  If you need to cancel or rearrange your in-store capture appointment, please contact the relevant Pokidol location at least 2 hours before your scheduled appointment.
  If less than 2 hours’ notice is provided, or you do not attend your appointment, a £20 administration fee may apply.

3.2 Mobile Capture Vehicle Orders
If you choose Pokidol’s mobile capture vehicle service:

• At least 24 hours before your scheduled appointment: You will receive a full refund.
• Less than 24 hours before your scheduled appointment: You will receive a refund of 50% of the total order value.
• After your image capture has been completed and model design has begun: You will receive a refund of 30% of the total order value.
• After you have approved the model preview and your figurine has entered the printing stage: The order can no longer be cancelled and no refund will be available.

3.3 Photo-Based Orders
If you choose to have your personalised figurine created using photographs supplied by you:

• Within 24 hours of submitting your photographs: You will receive a full refund.
• More than 24 hours after submitting your photographs, once model design has begun: You will receive a refund of 60% of the total order value.
• After you have approved the model preview and your figurine has entered the printing stage: The order can no longer be cancelled and no refund will be available.

3.4 Refund Processing
All eligible refunds will be returned to the original payment method within 14 working days of the refund being approved.
The time taken for the funds to appear in your account may vary depending on your bank or payment provider.

4. Personalised & Bespoke Products
Every Pokidol figurine is individually designed and produced using the photographs, images, capture data and personal requirements provided for each customer.
As these are personalised, made-to-order products, they cannot normally be returned or exchanged simply because you have changed your mind.
Once you have approved your model preview and your figurine has entered the printing stage, your order cannot be cancelled, amended, refunded or exchanged unless the finished product is damaged or has a manufacturing fault.

5. Model Design & Preview Approval
Once your 3D model has been completed, we will provide you with a preview for approval before printing.
Please carefully review the model, including the person’s appearance, pose, clothing, colours and any other relevant details.
Any required changes should be requested before you approve the final model.
Once you have approved the model preview, we will proceed with printing and production based on the version you have approved. After this point, further amendments or cancellations cannot normally be accepted.

6. Likeness & Detail
Pokidol figurines are miniature sculptures created at a significantly reduced scale.
Although we aim to achieve the best possible likeness, we cannot guarantee a 100% reproduction of every facial feature, texture, colour or small detail.
The size of your figurine will also affect the level of detail that can be reproduced. Generally, larger figurines allow more detail to be retained and may achieve a closer likeness to the subject.
The final result may also be affected by factors including the subject’s pose and clothing, lighting conditions, photograph quality and the quality of the original capture data.

7. Image Capture & Photograph Requirements
For in-store and mobile capture appointments, please follow our 3D Figurine Capture Guidelines during your capture session.
For photo-based orders, customers should provide clear, good-quality photographs showing the subject from the required angles.
If the photographs, images or capture data provided are not suitable for creating your model, we will contact you.
In some circumstances, you may be asked to provide additional photographs or attend another capture session before we can continue with your order.

8. Production & Dispatch
Once you have approved your final 3D model, your figurine will enter the printing and finishing process.
We normally aim to dispatch your order within approximately 7 days of final model approval.
During Christmas, public holidays, particularly busy periods or where additional production work is required, production and dispatch may take up to approximately 14 days.
These times are estimates only and are not guaranteed.
We will endeavour to keep you updated if there is a significant delay to your order.

9. Orders Required for a Specific Date
If you require your figurine for a specific occasion, such as a birthday, wedding, anniversary or other event, please contact us before placing your order.
Please allow sufficient time for image capture, 3D modelling, any requested revisions, printing, finishing and delivery.
Once an order has been placed, we cannot guarantee that requests for an earlier delivery date can be accommodated.

10. Delivery
We use third-party delivery providers, including Royal Mail and DPD.
Pokidol cannot be held responsible for delays caused by circumstances outside our reasonable control, including adverse weather conditions, postal or courier disruption, strikes or other transportation issues.
If you believe your parcel has been lost in transit, please notify us within the following timeframes:

• DPD: within 21 days of dispatch.
• Royal Mail: within 30 days of dispatch.
• We will then investigate the matter with the relevant delivery provider.

11. Damaged or Faulty Products
If your figurine arrives damaged or has a manufacturing fault, please contact us within 14 working days of delivery.
Please provide your order information together with clear photographs showing the damage or fault so that we can review the issue.
Where we confirm that the product has been damaged in transit or has a manufacturing fault, we will work with you to provide an appropriate solution, which may include a repair, replacement or another suitable remedy.
Claims submitted after the stated period may not be accepted.

12. Product Availability
We endeavour to keep the Pokidol website as accurate and up to date as possible regarding the availability of products, materials and related options.
In the unlikely event that a required product, material or option becomes unavailable after you have placed your order, we will contact you to discuss suitable alternatives.

13. Order Notes & Special Requirements
If you have any special requirements relating to your figurine, please include them in the Order Notes when placing your order.
You may also contact us by email before or after placing your order with any additional requirements.
However, when processing and producing your order, the requirements and information ultimately recorded and confirmed on your order will form the primary basis on which we fulfil your order.