FAQ

Orders & Payments

Q
What payment methods do you accept?
A We accept Visa, MasterCard, American Express, PayPal, Apple Pay, and Google Pay.
All payments are securely processed through Shopify, and we do not store any of your credit card information.
Q
Can I change or cancel my order after it’s been placed?
A For in-stock items: If your order has not yet entered the shipping preparation stage, please contact us at shop@visionalpop.com.
Once your order has been shipped, we are unable to make any changes or cancellations.
For Made to Order items: Because these enter production quickly, we cannot guarantee changes or cancellations after the order is placed. Please review your size, color, shipping address, and order details carefully before checking out.
Q
Can multiple orders be combined into one shipment?
A Unfortunately, separate orders cannot be combined once they are confirmed. Please ensure that all items are added to your cart before completing your purchase. Note: Made to Order items may also ship separately from in-stock items even within the same order ̶ see Shipping section below.

Shipping

Q
How long will it take for my order to ship?
A In-stock items: Orders are typically processed within 1-3 business days.
Delivery times vary by region (e.g., 5-10 business days within the U.S., or 10-21 business days for international orders).
Made to Order items: Most Made to Order items ship within 5-7 business days after your order is placed. Because each item is produced specifically for you, fulfillment times may vary slightly during high-volume periods, holidays, or new collection launches. Once your order ships, you'll receive a confirmation email with tracking information.
Q
Why might I only receive part of my order?
A Some items may ship from separate production or fulfillment locations, depending on the product type, availability, and where it is made. This means your order may arrive in multiple packages and at different times. You will receive tracking information for each shipment as it becomes available.
Q
Do you ship internationally?
A Yes, we ship worldwide! Shipping costs are automatically calculated at checkout. Please note that we may not be able to deliver to certain countries or regions.
Q
Do you offer free shipping?
A Yes. We offer free standard shipping on orders over $50 delivered within the United States, and on orders over €50 delivered within the European Union.
The threshold is based on your order total, so in-stock and Made to Order items count together. Even when your order arrives in more than one package, shipping is free for the entire order once you reach the threshold.
Orders to all other countries are charged shipping, calculated automatically at checkout.
Q
Who is responsible for VAT, duties, or import fees?
A European Union: All prices shown include VAT, and we report and pay it on your behalf. You will not be asked to pay VAT again on delivery.
United States: Sales tax is calculated and added at checkout where applicable.
All other countries (including the UK, Japan, Canada and Australia): Prices do not include VAT, customs duties, import taxes, brokerage fees or other local charges. These are set by your country, collected by customs or the delivery carrier on delivery, and are the responsibility of the recipient.
On rare occasions a Made to Order item may be produced outside your region. If that results in an unexpected import charge, please contact us at shop@visionalpop.com and we will make it right.
Q
Do shipping fees include customs or VAT?
A Shipping fees cover the cost of transporting your order only.
For European Union orders, VAT is already included in the product prices shown on the site — it is not added to the shipping fee.
For all other international destinations, customs duties, import taxes and other local charges are not included and may be collected on delivery.
Q
Can I track my order?
A Yes. Once your order has been shipped, you will receive an email with your tracking number. You can check the delivery status on the carrier's website.

Returns, Exchanges & Damaged Items

Q
What is your return policy?
A For in-stock items: We are unable to accept cancellations or returns once an order has been shipped. If your item arrives damaged, defective, or incorrect, please contact us within 30 days of delivery at shop@visionalpop.com.
Returns or exchanges are accepted only for unused and unopened items in their original condition and packaging.
For Made to Order items: All Made to Order items are final sale and cannot be returned, exchanged, or canceled once the order has been placed. Each item is produced specifically for your order, which helps reduce excess inventory, overproduction, and waste. Thank you for supporting a more sustainable way to shop.
Q
What if my Made to Order item arrives damaged or incorrect?
A Please contact us at shop@visionalpop.com within 30 days of delivery, including your order number and photos of the issue. We'll review the situation and help make it right.
Q
What if I entered the wrong shipping address?
A We are unable to change shipping addresses once an order has been shipped.
Please double-check your address before completing checkout.
We cannot be held responsible for any loss or delay caused by incorrect address information.
Q
What should I do if my package hasn’t arrived?
A If your tracking shows “Delivered” but you have not received your package, please contact the shipping carrier directly.
We will gladly assist you with investigation or filing a claim if necessary.

Product Information

Q
Are your products safe for children?
A Our products are designed as collector’s items for fans aged 15 and above.
They are not intended for use by children under 12 years old.
All product tags and packaging clearly state “For Ages 15+”.

Contact

Q
How can I contact customer support?
A Please email us at shop@visionalpop.com.