Refund policy

Returns & Refund Policy

We want every Pop-Up Love surprise to bring joy and delight, but if something isn’t quite right, we’re here to make it right.

1. Returns & Exchanges

3D Pop-Up Cards

You have 14 days after receiving your item to request a return or exchange if:

The item is damaged during shipping
You received the incorrect item
The product is defective (e.g., the pop-up mechanism doesn’t function)

To be eligible, your item must be in its original condition and packaging. We’ll also need your proof of purchase.

Pop-Up Gifts (Explosion Gift Boxes)

Due to the perishable nature of certain contents (e.g., chocolates, flowers), you must report any issues within 2 days of delivery if:

The item arrived damaged
You received the incorrect item
There is a mechanical defect in the box design or components

We do not accept returns for personalized items unless they arrive damaged or defective.

2. To Start a Return

Your order number
Clear photos showing the issue

Once your return is accepted, we’ll send you detailed return instructions. Please note: Items sent back without first requesting a return will not be accepted.

3. Damages and Issues

Please inspect your order upon receipt and contact us immediately if there’s a problem. We’ll assess:

Whether all components of the item were returned
That the pop-up mechanism was not tampered with
That damage was not caused by customer handling

If approved, we’ll either issue a refund or send a replacement.

4. Exceptions / Non-returnable Items

We cannot accept returns on:

Personalized or custom-made items (unless damaged or defective)
Perishable goods such as food and flowers
Sale items or gift cards

If you’re unsure about your item’s eligibility, email us, we’re happy to help.

5. Exchanges

We offer exchanges on non-personalized items. The fastest way to exchange is to return your item and make a separate purchase once the return is accepted. Return shipping is the customer’s responsibility.

6. Refunds

If your return is approved:

You’ll receive a full refund (excluding shipping fees) to your original payment method
Refunds are processed within 5 business days of receiving and inspecting the item
Refunds can only be issued to the original purchaser

Please note: It may take some time for your bank or credit card company to process the refund on their end.