We want you to love what you ordered. If something isn't right, here's how returns, exchanges, and refunds work.

What items are returnable?

Items are eligible for return when they meet all of the following conditions:

Returned within 14 days from the date of purchase

In unused and resellable condition

In the original packaging with all tags intact

Purchased directly from Simsim, with the buyer presenting the payment receipt or receiving receipt proving the item was bought from Simsim, and the item carrying the Simsim barcode sticker on the package

What items are non-refundable?

The following items cannot be returned:

Gift cards

Discounted items (if applicable)

Underwear, costumes, perfumes, pools, inflatables, hairbrushes, puzzles, bottles, pumps, accessories, and any other hygiene-related products — these cannot be exchanged or refunded once the box has been opened

Delivery/shipping service fees are non-refundable

The item I received is damaged!

If your purchased product arrives faulty, please contact us within 7 days of the delivery date.

Can items be exchanged?

Yes. We allow exchanges of purchased items for other available variants. Once your exchange request is approved, the replacement item will be shipped to you.

What are the refund options?

We support the following refund methods:

Refund to the original payment method

Refund to store credit (if applicable)

How do I ship back the items?

Instructions for shipping back a returned product are included in the email you'll receive after placing your return request.

How soon will I get my refund?

Once your returned item is received and inspected, we'll notify you by email whether your refund request has been approved or rejected. If approved, your refund will be processed within 7–14 working days after approval.

How to cancel an order?

If you cancel your order before it has shipped or been handed to the shipping company, only bank-incurred fees (if any) will be deducted from your refunded amount.

If you cancel your order after it has been handed to the shipping company or has shipped, you will be responsible for the cost of returning the product(s) — including any additional items sent with your order, such as free gifts or giveaways from Simsim.

Refunds are issued only through the original mode of payment.