Refund policy
Return & Exchange Policy
At Idol Haus, we want you to be happy with your purchase. Please review our return policy below before placing your order.
Return Window
We offer a 14-day return window from the date your order is delivered.
To start a return, please contact us at support@idol-haus.com within 14 days of receiving your order.
Items sent back without first requesting a return will not be accepted.
Return Eligibility
To be eligible for a return, items must:
• Be unused and unopened
• Be in the same condition you received them
• Include original packaging, tags, and accessories
• Include proof of purchase or order number
If an item is returned in a condition that does not meet these requirements, the return may be denied.
Customers are responsible for return shipping costs unless the item arrived damaged or incorrect.
Final Sale Items
Certain items are final sale and cannot be returned or exchanged unless they arrive damaged or defective.
These include:
• Blind Box / Mystery Box products
• Pre-order items and pre-order albums
• Opened albums, photocards, or collectible merchandise
• Sale or clearance items
• Personalized or special order products
• Personal care products
Because Blind Box products contain randomized items, they cannot be returned or exchanged based on the item received.
Pre-Order Items
Pre-order items are purchased in advance before they are released or restocked.
Please note:
• Pre-orders cannot be canceled once the order has been placed.
• If an order contains both in-stock and pre-order items, the order will ship once all items are available.
• If you would like in-stock items sooner, please place separate orders.
Damaged, Missing, or Incorrect Items
Please inspect your order immediately upon delivery.
If your item arrives damaged, defective, or incorrect, contact us within 48 hours of delivery at support@idol-haus.com.
Please include:
• Your order number
• Photos of the damaged item
• Photos of the packaging
We will review the issue and provide a replacement or refund when applicable.
Exchanges
We do not offer direct exchanges.
If you would like a different item, please:
- Request a return for the original item
- Place a new order for the item you want
This ensures faster processing and product availability.
Shipping & Lost Packages
Once an order has been shipped, Idol Haus is not responsible for delays, lost packages, or delivery issues caused by the shipping carrier.
If your tracking shows Delivered but you cannot locate your package, please contact the shipping carrier to file a claim.
We recommend shipping to a secure address.
Refunds
Once we receive and inspect your return, we will notify you if the refund has been approved.
If approved:
• Refunds will be issued to the original payment method
• Please allow 5–10 business days for your bank or credit card company to process the refund
Shipping costs are non-refundable.
Return Refusals
We reserve the right to refuse returns that:
• Show signs of use
• Have been opened or tampered with
• Are missing original packaging or components
• Do not meet our return policy guidelines
Contact Us
If you have any questions regarding returns or your order, please contact us at: