Refund policy
Order Cancellation Policy
NIKOLATOY understand that sometimes plans change. If you need to cancel your order, please review the following policy:
Cancellation Window
You can request to cancel your order within 5 hours of placing it. After this timeframe, your order will enter the processing stage, and cancellation may no longer be possible. Please note that if the items are in stock, orders typically ship within 2-24 hours.
How to Cancel
To cancel your order, please contact our customer service team as soon as possible at service@nikolatoy.com with your order number.
Cancellation Charges
Cancellation Before Processing:
If your order is canceled before it begins processing, you won't be charged any cancellation fees.
Cancellation After Shipping:
Once an order has shipped, it cannot be canceled. You will receive a shipping confirmation email as soon as your order leaves our facility. In this situation, please accept the delivery and then initiate a return according to our return policy.
Refunds
Eligible Cancellations:
For orders canceled within the 5-hour window, a full refund will be credited back to your original payment method. Refunds are usually processed within 2 business days.
Cancellations After Shipment:
Shipped orders cannot be canceled. If you wish to return an order after it has shipped due to personal reasons, you will need to accept the delivery and then follow our return procedure. In these cases, you will be responsible for the return shipping costs and any applicable taxes or duties.
Exceptions
Custom Orders:
Orders for custom or personalized items cannot be canceled once production has begun. Please double-check your order details before finalizing your purchase.
Final Sale Items:
Items marked as "Final Sale" are not eligible for cancellation.
Payment Processors
For orders paid through any of our accepted payment methods, refunds for eligible cancellations will be credited back to your original payment account. You will receive a confirmation once the refund has been processed.
EU Right of Withdrawal (14-Day Cooling-Off Period)
Under EU Directive 2011/83/EU on Consumer Rights and EU Directive 2023/2673, consumers in the European Union have the following rights:
Right of Withdrawal You have the right to withdraw from your purchase contract within 14 days of receiving your order, without giving any reason. The withdrawal period begins on the day you (or a third party designated by you) physically receive the goods.
How to Exercise Your Right of Withdrawal You may exercise your right of withdrawal by:
- Using the electronic withdrawal function(withdrawal button) available directly in our store — no login required
- Sending an email to: service@nikolatoy.com, stating your name, order number, and intention to withdraw
Upon submission, you will receive a confirmation email as proof that your withdrawal request has been received.
Refunds We will refund all payments received from you, including standard delivery costs, within 14 days of receiving your withdrawal request. Refunds will be processed using the same payment method you used for the original transaction, unless you have expressly agreed otherwise.
Returns Following your withdrawal, please return the goods to us within 14 days at: No. 376 Sunjialong, Fuchun Street, Fuyang District, Hangzhou City, Zhejiang Province, China, Recipient: NIKOLATOY Phone:+86 17816154848, Postal Code: 311400
Return shipping costs are borne by customer. Goods must be returned in their original condition, unused and undamaged.
Exceptions to the Right of Withdrawal The right of withdrawal does not apply to:
- Goods made to your specifications or clearly personalized
- Sealed hygiene or health products that have been unsealed after delivery
- Digital content not supplied on a tangible medium, where you have expressly consented to the supply beginning before the withdrawal period has expired
- Other categories exempt under applicable law
Contact Us
If you have any questions or need help canceling your order, please reach out to us at service@nikolatoy.com. Our customer service team is available Monday through Friday during business hours. Our warehouse and logistics team operate Monday through Saturday. Therefore, even if your order ships on a weekend, cancellation requests emailed over the weekend will be addressed by our customer service team starting the following Monday. If your order has already shipped before your cancellation request is processed (including weekend shipments), we won't be able to stop the shipment. Please accept the delivery and then follow our return process. We reserve the right to refuse refunds for intentionally refused packages or unwarranted disputes.