Returns & Refunds
At Pokidol, we are committed to delivering high-quality products. Due to the bespoke nature of customised items, we do not accept returns in principle. However, we do offer refunds or replacements under the following circumstances:
Last updated: August 2026
At POKIDOL, every personalised figurine is carefully created to order. We want you to be happy with your purchase and will always do our best to resolve any issue with your order.
Please read the following policy before placing an order.
1. PERSONALISED PRODUCTS
Our personalised figurines are made specifically for you using the photographs, information and customisation details you provide.
Because these products are custom-made, they cannot normally be returned or refunded simply because you change your mind.
This includes personalised figurines that have already entered the design, modelling or production process.
Your statutory rights are not affected where a product is faulty, damaged or not as described.
2. NON-PERSONALISED PRODUCTS
Non-personalised products, such as certain accessories, may be eligible for return.
To be eligible for a return, the item should be:
Unused and in its original condition
Returned with its original packaging
Complete with all accessories or parts supplied
Returned within the applicable return period
Please contact us before sending any item back so that we can provide the correct return instructions.
3. DAMAGED OR FAULTY ITEMS
If your order arrives damaged, faulty or with a significant manufacturing issue, please contact us as soon as possible.
Please provide:
Your order number
A description of the issue
Clear photographs of the product
Photographs of the packaging if the parcel was damaged during delivery
Once we have reviewed the issue, we may offer a repair, replacement, remake or refund depending on the circumstances.
4. PERSONALISED FIGURINE APPEARANCE
Personalised figurines are artistic interpretations created from the reference photographs and information supplied by the customer.
Small differences in colour, facial details, proportions, texture or appearance may occur during the 3D modelling and printing process.
These natural variations do not normally qualify as defects.
However, if you believe the finished product is materially different from the agreed design or has a production fault, please contact us and we will review your order.
5. ORDER CHANGES & CANCELLATIONS
If you wish to change or cancel a personalised order, please contact us as soon as possible.
If work has not yet started, we will make reasonable efforts to accommodate your request.
Once 3D modelling, design or production has begun, cancellation may no longer be possible and additional charges may apply for requested changes.
6. RETURN PROCESS
Before returning any eligible product, please contact our customer service team.
We will provide you with return instructions and, where applicable, a return authorisation.
Please do not return products without contacting us first, as this may delay the processing of your return.
Unless the item is faulty, damaged or incorrectly supplied, the customer may be responsible for return delivery costs.
7. REFUNDS
Once an eligible returned item has been received and inspected, we will notify you of the outcome.
Approved refunds will normally be returned to the original payment method.
Please allow additional time for your bank, card provider or payment service to process the refund after it has been issued.
Original delivery charges may not be refundable unless required by applicable law or where the product was faulty, damaged or incorrectly supplied.
8. REPLACEMENTS & REMAKES
Where appropriate, we may offer to replace or remake a personalised figurine instead of issuing a refund.
If a remake is agreed, we may ask you to provide additional photographs or information to help us resolve the original issue.
Our team will confirm the estimated production time before the remake begins.
9. LOST OR DAMAGED PARCELS
If your parcel appears to have been lost during delivery, please contact us with your order number and delivery details.
We will investigate the shipment with the relevant courier.
If your parcel arrives damaged, please keep the original packaging until the issue has been resolved.
10. RETURN SHIPPING
When returning an item, we recommend using a tracked delivery service and keeping proof of postage.
POKIDOL cannot be responsible for returned parcels that are lost before reaching us, unless the return method has been arranged directly by POKIDOL.
11. ITEMS THAT CANNOT NORMALLY BE RETURNED
Unless faulty, damaged or not as described, the following products are generally not eligible for return:
Personalised figurines
Custom-made products
Products made using customer-supplied photographs or designs
Items that have been used or damaged after delivery
Products returned without their original components where applicable
12. CONTACT US
If you have any questions about a return, refund or problem with your order, please contact our customer service team.
POKIDOL
Email: info@pokidol.com
Telephone: +44 1204 813061
Customer Service Hours: Monday–Friday, 9:00AM–5:00PM
Please include your order number when contacting us so we can assist you more quickly.
