FAQ - Frequently Asked Questions

Q: What are Labubu Monsters?

A: Labubu Monsters are collectible art toys from Pop Mart, known for their unique designs and playful expressions.

Q: Are your Labubu Monsters authentic?

A: Yes! All our Labubu figures are 100% authentic, bought directly from Pop Mart releases and are factory sealed.

Q: Can I choose the exact figure I want?

A: Most Labubu toys come in blind boxes, so it’s a surprise which one you’ll get – unless we say otherwise on the product page.

Q: Are they new or used?

A: All our Labubu Monsters are brand-new and unopened.

Q: Do you ship worldwide?

A: Yes, we ship internationally and always provide tracking.

Q: What if I’m not happy with my order?

A: No worries! You have 90 days to return it – no questions asked.

Q: How long does it take to ship my order?

A: We process and ship all orders within 1–2 business days. Orders placed before 10:00 AM (CET) usually ship the same day.

Q: How long is delivery time?

A: Standard delivery takes 5-10 business days depending on where you live.

Q: Do you offer international shipping?

A: Yes! We ship worldwide and always include tracking.

Q: How much does shipping cost?

A: Shipping is free on orders over £29.99 / $40.48. Below that, it’s a flat rate of £5.69/$7.68.

Q: Will I get a tracking number?

A: Yes! As soon as your order ships, we’ll email you a tracking link. It may take up to 24 hours to update.

Q: Will I need to pay customs or taxes?

A: Maybe. Customs or import taxes may apply depending on your country. These are paid by the buyer.

Q: What if my package is lost or damaged?

A: Contact us at support@themonsterslabubu.com with your order number. We’ll help you get a replacement or refund.

Q: Who can I contact if I have more questions?

A: Email us at support@themonsterslabubu.com or use Live Chat on our site (Mon–Sun, 8:00–22:00 CET).

Q: What is your return policy?

A: You have 90 days after receiving your item to request a return.

Q: What are the return conditions?

A: Items must be unused, in original packaging, with tags and proof of purchase.

Q: How do I start a return?

A: Email us at support@themonsterslabubu.com. We’ll send you a return label and instructions if your return is accepted.

Q: What if my item is damaged or incorrect?

A: Please contact us right away if your item is defective, damaged, or wrong, and we’ll make it right.

Q: What about EU customers?

A: If you're in the EU, you can cancel your order within 14 days for any reason. Item must be unused, in original condition, with proof of purchase.

Q: When will I get my refund?

A: If approved, your refund will be processed to your original payment method within 10 business days.

If you haven’t received it after 15 business days, contact us.