Shipping & Returns

Shipping Origins & Availability

  • Three warehouses: Australia, Japan and China.
  • Australian Warehouse: Ships only within Australia.
  • Japanese & Chinese Warehouses: Ship to multiple countries (including Australia).

Authenticity Guarantee

All products marked with "IP" are genuine. If you need to confirm the authenticity of a product or request a photo of the packaged parcel before shipping, please contact us or leave a note in your order.

Shipping Fees (All prices in AUD)

Australia:

  • Orders under 100 AUD: 10 AUD shipping fee.

  • Orders between 100-150 AUD: 5 AUD shipping fee.

  • Orders over 150 AUD: Free shipping.

United States:

  • Orders under 100 AUD: 15 AUD shipping fee.

  • Orders over 100 AUD: 10 AUD shipping fee.
    Please note: A 10% customs duty may be added for shipments to the US.

United Kingdom:

  • Orders under 100 AUD: 10 AUD shipping fee.

  • Orders over 100 AUD: 5 AUD shipping fee.

New Zealand:

  • Orders under 100 AUD: 15 AUD shipping fee.

  • Orders over 100 AUD: 10 AUD shipping fee.

Additional Notes:

  1. For products under ???, which are not IP products, the free shipping threshold is 50 AUD.

  2. Occasionally, shipping fees may overlap or stack up. If this happens, please contact us so we can adjust the shipping cost for you.

  3. Shipping terms and fees are subject to change. We apologize for any inconvenience this may cause.

  4. If you require Premium Air Shipping Service by DHL/FedEx/UPS, an additional 20-30 AUD will be charged. Please contact us for more details.

  5. For orders over 200 AUD, we will prioritize Free Premium Shipping for faster delivery.

  6. Important: International air shipments require a valid phone number. We are not responsible for any shipping issues caused by incorrect or incomplete address or phone number information.

Shipping Methods & Delivery Time

  • Free Shipping: Available for orders meeting the minimum amount, shipped via Australia Post (AU orders) from Melbourne City or international air freight (global orders).  
  • For Australia: free shipping starts $99 for VIC and $130 for Other States.
  • Flat Rate Shipping: Orders below the free shipping threshold will incur a shipping fee. Usually $10-15. ($AUD)
  • Large size parcel: extra $5-10 will be charged for each plush.

Order Processing & Tracking

  • Orders are usually processed and in-stock orders will be shipped within 2 working days.
  • A shipment confirmation email with tracking details will be sent once your order is dispatched. Tracking updates may take up to 2 working days to become active.

Customs, Duties & Taxes

  • Customers are responsible for any customs duties, taxes, or additional fees imposed during or after shipping. Our website is not liable for these charges.

Returns, Exchanges & Refunds

IP Licensed Products (Official Merchandise)

  • We guarantee that all IP-licensed products on our website are 100% authentic.
  • All items are genuine with tags.
  • Returns and exchanges are NOT accepted for these products.

Other Products

  • Change of Mind: Returns and exchanges are allowed for non-IP products, but the customer must cover the return shipping cost.
  • Product Quality Issues: If the product has a defect or quality issue, we will cover the refund or exchange.

Refund Process

  • Once the returned item is received and inspected, a refund will be processed to your original payment method.
  • If your order qualified for free shipping, the original shipping cost will be deducted from your refund.
  • Return shipping costs are non-refundable, except for defective products.

Cancel Item(s) From a Pending Order:Please contact our team member to assist you to cancel your item(s) on a case-by-case basis.The credit card processing fee (~3%) is non-refundable on change-of-mind cancellations.Contact Us:

  • If you have any questions about our Shipping & Returns Policy, please contact us at:Email: info@pokeke.com.au