UPON ARRIVAL TO HELLOPSBY PHILIPPINE ADDRESS

hellopsby performs quantity and quality check of all orders once it arrives at our PH address.

Should your order/s be affected of the following, we will inform you prior to shipment to your address.

1. Missing Items - we received an insufficient quantity from seller

• In cases of insufficient quantity, we distribute the onhand items to buyers that ordered first.
• Depending on the amount of items missing in the group order, we may choose to either refund for the missing item or request another shipment from the seller for the missing items.
• Please note this does not apply to sealed items as we do not open and perform quality checks on sealed items (even if it's a buyer's request). If you find that your order of a sealed item arrived to you incomplete, they will be considered as a manufacturing issue and will be processed the same way we process damaged items.

2. Damaged Items - order arrived damaged to our PH address

• Please be reminded that any manufacturing issues and damages coming from shipping are not hellopsby's responsibility. Again, we are not directly affiliated with the sellers or courier themselves so we cannot control their actions; we are not liable to any damages because of issues that occur prior to the order's arrival to our PH address.
• For minor damages, we will inform all buyers on the arrival notice. Please note we do not consider these damages serious enough to consider replacements/refunds. We consider the following as minor damages:
  • Corner/edge dents
  • Uneven cuts on prints (includes visible cut lines on corners)
  • Minor scratches on laminate/prints visible only under light
  • Minor box damage (without any damage to item inside the box itself)
  • For full disclosure, we are not sensitive collectors which is why we consider the above as minor damages. We may occassionally even miss these flaws during quality check. Should you find any of the above as major damages, you may request us to communicate with the seller for a refund or replacement. Please read further below for more details on refund/replacement.
• For major damages, we will inform all affected buyers through email. Please note we consider these damages serious enough to consider replacements/refunds and we will voluntarily open communications with the seller to reach a settlement with them that will be fair to all buyers. We consider the following as major damages:
  • Misprinted goods (key features on print obviously altered and/or missing)
  • Obvious stains
  • Chipped and/or broken fragile item (glass, acrylic, figures etc.)
  • Visible dents on center parts of the item
  • Heavy box damage (completely dented on sides, obvious peeling, water damage etc.)

Settlement for Missing/Damaged Items

• Refund: Once we've received the refund from the seller, we will refund affected buyers within 72 hours.
  • We will only offer refunds through the following payment methods: GCash, Maya, ShopeePay
  • For damaged items: Please note that even if the seller refunds, we cannot refund you in full as foreign bank transfer fees apply as well as your order already incurring fees from international shipping, warehouse fees and the like. We may only be able to refund you 85-95% of the total (varies). Note that we will still ship you the damaged item (unless you refuse to accept them).
  • For missing items: We will refund the missing items in full. In the occasion that the buyer prefers to choose to get a replacement from the artist for the missing item when we've chosen to refund, we can assist with communications with the seller but please note that the buyer shoulders all additional international shipping fees. Please check below for further information on "Replacement".
• Replacement: Once the seller agrees to replacing your item, kindly wait patiently for the replacement to be shipped.
  • Please note that the buyer will shoulder all additional fees incurred for the replacement item. Most often than not, the seller will only cover domestic shipping fee to our overseas warehouse. Any other additional fees such as international shipping fees and overseas warehouse usage fees after that will be covered by the buyer. In cases of group order, the fees will be divided equally.
  • The buyer can also request to have other items already on our PH address shipped separately from the missing/damaged item but do note that the buyer will shoulder all local shipping fees. If you choose to wait for the missing item, storage deadlines will not apply to the arrived items.
• Exchange: Unfortunately, we cannot offer to assist in exchanges especially if the seller requests that we ship the damaged item first to send a replacement. We'll try to reach a settlement through refund instead.

UPON ARRIVAL TO YOUR ADDRESS

In the event that you find that your order/s has been compromised (damaged goods, missing items etc.) once it arrived at your address, please provide us the following evidence within 7 days after receipt of order:

1. Unboxing Video - Must start from opening of the box/pouch with shipping waybill visible. There should be no cuts or pauses. All sides of the package/item must be filmed. Strictly no unboxing video = no replacement/refund
2. Photos - Must take photos of the damage of the item. There should be a picture of all sides of the package/item before and after opening from the parcel.

If your order has missing items, we will ship the missing items and shoulder the shipping fee for the reshipment.

If you received a wrong order, we will ship you the correct order provided that we exchange and you ship back the wrong order. We apologize for the terrible inconvenience but please cooperate with us for the exchange. All shipping fees during the exchange will be shouldered by us.

If we have mutually assessed that your order has been damaged due to our negligence and mishandling, you may appeal with us for a refund of your order. Depending on the extent of the damage, we may refund partially or in full. Please understand that we may not offer replacements/exchanges as extra stock of the concerned item is not guaranteed.

If we have mutually assessed that your order has been damaged/compromised because of courier mishandling, please understand that we can only assist you in appealing with the courier for compensation. We will not issue refunds for these cases as we are not liable for the courier's negligence. You will have to communicate with the courier yourself. In the occasion your order is also shipped back to us, do note that you will be charged with the return's shipping fee.

For manufacturing issues (e.g. blind box multiples, sealed item having a flaw upon opening, a set missing items etc.), we will not be liable for any damage or defects of the item. Kindly read the section above under "Upon Arrival to Philippine Address" for information on how we deal with missing/damaged items. Please inform us immediately for these cases as manufacturers often have deadlines within issuance of goods to address defects.

If you file your claim 7 days after receipt of parcel, we cannot offer you any after-sales service. If you file a claim and you do not have the aforementioned evidence required, please note we can only partially assist (depending on the situation).

Should you have any concerns with our after-sales services, please reconsider ordering with us! We will strive our best to make your ordering experience pleasant for you but these events are factors that we cannot anticipate for and we have set these policies in a way that is fair to everyone. Please note we're a small team and we may make errors every now and then. Please remember to be kind to everyone!