Returns, Exchanges & Refunds
RETURNS, EXCHANGES & REFUNDS
If you are not satisfied with your purchase made on the Sanrio Online Store, you may return it for a refund of the purchase price and respective sales tax (if applicable). Please read our policy below for all of the details.
Returning an Item
We will accept returns of current merchandise in its original condition and original packaging within 30 days of receipt. If the item and packaging is not in it's original condition, we will contact you letting you know that we cannot accept your return and will send you the item back.
We're sorry, but there are items we cannot accept returns for:
· Discounted merchandise (all sale items are final sale)
· Pierced earrings (due to hygiene reasons)
· Body piercing jewelry (due to hygiene reasons)
· Intimate apparel (due to hygiene reasons)
· Customized products
· Gift Sets (when stated as final sale)
If any of these items are damaged or defective, please see our "Exchanges for Damaged or Defective Merchandise" section below.
If you placed an order that came with a free promotional item, you must include the free gift in its original condition and packaging with the return or the full retail price of the promotional item will be deducted from your return amount.
Customers are responsible for all return shipping charges. Once your return is processed, you will receive a refund for the amount paid for the returned item back to the original method of payment. Any shipping charges paid for the return will not be refunded.
Instructions for Returns and/or Exchanges:
Send returns and exchanges to:
Sanrio Online Store
ATTN: Returns Dept
570 Eccles Ave.
South San Francisco, CA 94080
1. Be sure to include a copy of your packing slip or order confirmation and indicate the reason for the return and if you want a refund or exchange.
2. For returns of non-defective or non-damaged items, please remember that the item must be in re-sellable condition. This means in its original packaging and the packaging must not be damaged.
It can take around two weeks for your return package to reach us and be processed by our Returns team. Please note: Our Returns team is separate from our Customer Service team so it is important to note what you would like for us to do with the returned item(s).
We reserve the right to refuse a return and will certainly provide you with a reasonable explanation. We thank you in advance for your understanding.
Once returned item(s) have been received, a refund will be issued to you in 8-10 business days. The refund will be applied to the credit card or other method of payment initially used to make the purchase.
Please note that depending on your financial institution, it may take an additional 2-10 business days after your credit is applied for it to be reflected on your statement if you used a credit card.
You will be notified by email once your refund has been issued.
A Special Note About Returns: If your package is returned to us due to an incorrect, invalid or incomplete shipping address it will be processed as a return and a refund issued. We're sorry, but shipping and handling charges will not be refunded. We appreciate your understanding. For more information about shipping & handling charges, please visit our Shipping Info page.
Returning Gifted Items
No need to let the gift giver know! As long as the order was purchased through the Sanrio Online Store and is returned within our 30 day return window we will happily email you a Sanrio e-Gift card equivalent to the item(s) purchase price directly to you.
Please provide us with a valid email address on the back of the packing slip to ensure the e-Gift card gets to your inbox.
Exchanges for Sizing Issues on Shoes, Clothing, Etc...
In the event that you require a different size, we recommend that you place a new order for the correct size as soon as you can as our items are often offered in limited quantities. Then, you may return the original item(s), provided it is within the 30 day window and meets the criteria stated above, where it will be processed as a normal refund of the item's cost and sales tax fees (where applicable) less shipping and handling.
Exchanges for Damaged or Defective Merchandise
If your order arrives damaged or defective, please contact us within 7 business days of receipt of your order. Please provide your order number, explanation of the damage/defect, if possible a picture, and we’ll be happy to send you a return label. Then, all you have to do is package up the item, indicate if you want a refund or exchange and drop it off at any FedEx location!
Exchange requests are only valid for item(s) you receive that are damaged or defective and must be returned within 30 days of receipt. Once your return has been received and processed at our warehouse, you will be notified via email that a replacement item is on its way.