Shipping and Returns

This Shipping and Returns Policy explains how Figurly makes and delivers your figurine, what delivery costs, and what you can do if you want to cancel or if something is wrong with your order.

It forms part of our Terms of Sale and Use. If anything here contradicts the Terms, the Terms prevail. Nothing in this policy limits the rights that the law of your country gives you as a consumer.

Every figurine is made to order, from your photos and the render you approve. Production starts once you approve the render, not when you pay.

Production takes about 10 business days after approval, or 4 business days with the express option. Business days are Monday to Friday, excluding public holidays. These times are estimates, not guaranteed dates. A late approval, or a change you ask for before approving, moves the dates accordingly.

We ship to the countries offered at checkout. The delivery methods available for your address and their cost are shown at checkout before you pay, and the total shown there is the amount you pay.

Standard delivery is free on orders over 339 zł, unless the checkout states otherwise for your destination.

Every parcel is shipped with tracking. Once shipped, transit usually takes 3 to 5 business days to most destinations. Transit times are estimates given by the carrier and can be longer in peak periods or for remote areas.

If you need your figurine for a particular date, order early and choose the express option. We are not liable for a figurine that arrives after an occasion unless we expressly agreed a firm delivery date with you in writing.

A parcel sent across a border may be subject to import duties, taxes and customs fees. Unless the checkout states that they are included, you are the importer and you pay them to the carrier or the customs authority.

A personalised figurine refused or abandoned at customs is not refunded. We can send it again at your cost.

Check your delivery address carefully before you pay. If you notice a mistake, write to hello@figurly.co as soon as possible: we can correct it until the parcel has been handed to the carrier.

We are not responsible for a parcel delivered to the address you gave, nor for a parcel lost or returned to us because that address was wrong or incomplete. Sending it again is at your cost. Risk of loss or damage passes to you when the parcel is delivered to that address or to a person or place you designated.

We email you at each step of your order, and the tracking number comes with the shipping email. You can also follow your order at any time on our order tracking page.

If your parcel has not arrived 10 business days after the estimated delivery date, or if tracking shows it as delivered and you cannot find it, write to hello@figurly.co with your order number. We open an investigation with the carrier. If the parcel is confirmed lost before delivery, we make and send your figurine again free of charge, from the same approved render, or refund it if that is not possible.

If we have not delivered within 30 days after the estimated date, you may ask us to deliver within an additional reasonable period. If we still do not deliver within that period, you may cancel the order and receive a full refund, unless the law of your country gives you more.

Until you approve the render of your figurine, you can cancel your order at any time by writing to hello@figurly.co with your order number. We refund you in full, within 14 days, to the payment method you used.

Once the render is approved, expressly or because the approval deadline has passed, it becomes the final specification of your order. Production starts, and the order can no longer be changed or cancelled.

If your figurine arrives broken, or clearly different from the render you approved, we make it again free of charge. Write to hello@figurly.co within 14 days of delivery with your order number and clear photos of the figurine and its packaging.

Please keep the parcel and its packaging until we have answered: we may need them for a carrier claim. We may also ask you to send the figurine back, in which case we give you the instructions and pay the return. A replacement is made from the same approved render. If a replacement is not possible, we refund the price of the figurine concerned.

This promise comes in addition to your statutory rights. Its 14-day reporting period does not shorten the time limits of a statutory claim. Personalisation does not remove the legal guarantee of conformity or, where applicable, the warranty against hidden defects, and depending on the applicable law you may be entitled to repair, replacement, a price reduction or a refund.

If you buy an item that is not personalised, such as a standard accessory sold on its own, and the law applicable to you provides a 14-day right of withdrawal, you may withdraw by writing to hello@figurly.co within 14 days of delivery and send the item back within 14 days of that notice.

The direct cost of returning the item is yours. We refund the sums required by law, including standard outbound delivery where applicable, within 14 days of your notice, and we may wait until we receive the item or proof that you sent it, whichever comes first. You may be responsible for any loss of value caused by handling the item beyond what is necessary to examine it.

Every refund is paid to the payment method you used for the order, within 14 days of the cancellation or of our decision on your claim. Your bank or card provider may take a few more days to show it on your account.

Before sending anything back, always write to hello@figurly.co with your order number so we can give you the right instructions. A parcel returned without contacting us first may be delayed or lost.

Questions about delivery, cancellations and claims: hello@figurly.co. Please include your order number. Figurly is operated by RM ECOM (SASU), 18 rue Goubet, 75019 Paris, France. Our full company details are in our Legal Notice.