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Mentastore

Find answers to the most frequently asked questions at Mentastore. Learn more about shipping, returns, delivery times, stock availability, and sneaker sizing advice.

Mentastore FAQ – Shipping, Returns, Delivery Times & Sizing Guide for Exclusive Sneakers

Who is Mentastore

Where is Mentastore located?

How can I contact Mentastore?

What are the store's opening hours?

Do you offer gift cards?

Can I reserve a product in-store?

Do you have a newsletter?

Do you have a physical store?

Is Mentastore officially registered?

General

How can I place an order?

Can I change or cancel my order?

How can I track my order?

What should I do if I made a mistake in my order details?

How long will it take for my order to be processed?

Can I pick up my order in-store?

Do you ship internationally?

How do I apply promo/discount codes?

What if I need my sneakers faster than the backorder time?

Orders

Are all your products authentic?

How do you verify authenticity?

Do your products come with original packaging?

Are all the sneakers unworn?

How do you get sold-out sneakers?

Authenticity

Which shipping carriers do you use?

How much does shipping cost?

How long will it take to receive my order?

Will I receive a shipping confirmation?

My tracking shows “delivered,” but I haven’t received my package. What should I do?

What should I do if my package is delayed?

Are there import or customs fees?

Can I change my delivery address?

What happens if I order both 24h delivery and backorder items?

Shipping

How can I pay for my order?

Is it safe for me to pay for my order?

Payment

Can I return my order?

How do I return my order?

Can I exchange instead of returning?

Can I cancel my order?

What are the return shipping costs?

Are there any exceptions to the return policy?

What are the return conditions?

How long does it take to process my refund?

Can I return Pop Mart and Pokémon products?

Can I return SALE products?

Can I return my order in-store?

Returns & Refunds

My  size isn't in stock.

Size advice

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