Question 1

Can I track my order?

Accepted Answer

Yes, once your purchase has been successfully processed, we’ll send you a tracking code along with a link to view the real-time status of your delivery, including its current location.

Question 2

Do you ship internationally?

Accepted Answer

We currently ship to countries in Europe and North America. Shipping to other regions may be possible upon request—please contact us in advance. Delivery times and shipping costs vary by destination and will be displayed at checkout

Question 3

How long will it take for the goods to arrive at my door?

Accepted Answer

Shipping times vary depending on your country, the items you order, and the speed of local customs processing. Because of these factors, we can’t provide a universal delivery estimate. However, we promise to handle your order with care and provide you with a tracking number and link, so you can follow your package every step of the way.

Question 4

I have made the purchase why the website shows it is still being processed?

Accepted Answer

Order processing may take up to 24 hours, after which you will receive a confirmation email containing your tracking number. Please note that processing times may be longer during holidays. If you haven’t received a confirmation email after 24 hours, feel free to contact us at service@onlygenu.com.

Question 5

Do you offer the 14 days return policy?

Accepted Answer

Yes, most items can be returned within 14 days of receipt, provided they are unused, unopened, undamaged, and in their original packaging. Please note that this policy does not apply to blind box items or any products explicitly marked as non-returnable (such as events or promotions). Customers are responsible for return shipping costs unless the return is due to our error.

Question 6

Why is blind box excluded from the 14 days return policy?

Accepted Answer

Blind box items are surprise collectibles, and the excitement comes from not knowing which design you'll receive. Since the contents are randomly packed and revealed upon opening, we cannot resell them once unboxed. For this reason, blind boxes are excluded from our 14-day return policy—just like scratch cards or lottery tickets, the element of surprise is part of the product experience. We appreciate your understanding and recommend checking the collection series carefully before purchasing!

Question 7

What should I do if the product is damanged/fake?

Accepted Answer

We take every possible measure to ensure that all products sold on our website are 100% genuine and delivered to you safely. In the event of an issue, please provide a full, unedited unboxing video starting from the moment you receive the package, clearly showing the shipping label. Once we review your return request, we will provide further instructions. For products other than Labubu blind boxes: We kindly ask you to return the item. We will cover the return shipping costs and issue a full refund. For Labubu blind boxes: If proven to be counterfeit, we offer a refund equal to 200% of the purchase price, along with coverage of the return shipping cost.

Question 8

What if the item in the blind box is not what I hoped for?

Accepted Answer

If you're looking for a specific one—well, maybe it’s time to try your luck again… or even get six! While we can’t guarantee which specific labubu you’ll receive in a blind box, we promise that all boxes are unopened, and we never alter the original distribution ratio set by the manufacturer. Every box is a fair chance!

Question 9

Why I cannot pay with Paypal at checkout?

Accepted Answer

Due to technical limitations, we currently offer Stripe as our primary payment method at checkout. Stripe supports most major credit cards and integrates with various payment platforms. If you prefer to use PayPal, please select it on the 'Shopping Cart' page by clicking the yellow 'PayPal' button located below the main checkout button.

Question 10

Are your products authentic?

Accepted Answer

Product authenticity is our top priority—all items sold on our website are verified to be genuine. For Labubu blind boxes, we go even further: if you receive a counterfeit, we offer 200% compensation. Every Labubu product we sell is sourced directly from Pop Mart.

Question 11

Do you accept bulk orders?

Accepted Answer

If you wish to have further cooperation with us feel free to contact us at any time. We can offer a discount if you make a large amount of order in most of the cases. However, for some specific products that has a limitation for the production, we also sell them with an amount limitation as we only purchase the real genuine good from authorized sellers.

Question 12

How can I contact you?

Accepted Answer

You can reach us via: Email: support@onlygenu.com Instagram DM: @onlygenu Whatsapp Business: +31(0)619223631 https://wa.me/message/E57EDOHHAMGML1 We typically respond within 24 hours on business days.

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