Here you’ll find how orders and payments work, what happens if a delivery goes wrong, and how to cancel or return a purchase. Store purchases and community marketplace sales have different sellers and responsibilities, explained below.
1. About these terms
These terms explain your use of SerikaStore and purchases of merchandise sold by the store. “We”, “us” and “our” refer to SerikaStore. Contact [email protected] about an order, these terms or a complaint.
Serika Isekai is a community marketplace: the seller identified on an Isekai listing sells the item to you. The marketplace section below and the Isekai rules apply to those transactions. Store return offers and membership shipping benefits do not automatically apply to purchases from an Isekai seller.
Read the product description, price, delivery information and these terms before ordering. Keep your order confirmation for your records. Nothing here limits rights that consumer law gives you and that cannot lawfully be excluded.
2. Accounts and responsible use
Use accurate account and delivery information and keep your Serika sign-in secure. Purchasing, bidding and selling require legal capacity to enter the relevant contract, including a parent’s or guardian’s authorisation where the law requires it. Contact us promptly if you suspect unauthorised use.
Do not use the service for fraud, counterfeit or unlawful sales, abusive messages, interference with other users, unauthorised system access or attempts to evade purchase limits. Do not create extra accounts or use false addresses to obtain restricted items or benefits.
We may restrict activity where reasonably necessary to investigate fraud, protect users, enforce these rules or comply with law. We will explain a restriction where lawful and practicable, and you can ask support to review it. A restriction does not remove valid refund rights or our obligations for existing orders.
3. Products and order acceptance
Check the variant, size, condition, included accessories and any preorder information before purchase. Product photographs may show prototypes or display accessories; the listing should identify what is included. Minor screen colour differences do not excuse a materially inaccurate description.
Adding an item to your cart does not guarantee stock or reserve it indefinitely. Your order is accepted when we issue an order confirmation after successful checkout. A bank authorisation or a pending payment screen alone is not confirmation that an order has been accepted.
If stock is unavailable or we discover an obvious listing or pricing error, we will explain the issue and, where appropriate, offer a corrected purchase for you to accept or decline. We will not silently substitute an item or charge a higher amount. Any cancellation must respect applicable law; payments for goods we cannot supply will be refunded.
4. Prices and payment
The checkout shows the currency, item prices, discounts, applicable taxes, delivery charges and final total before payment. Store checkout currently uses euros. Your bank or payment provider may separately apply currency-conversion or foreign-transaction charges.
Payment is taken when checkout payment succeeds, including for preorders. It is not deferred until dispatch. Some payment methods take time to confirm or have separate instalment arrangements with their provider; follow the terms displayed for your chosen method.
Payments are processed through Stripe and the available payment methods shown at checkout. Do not send card details by email. If a payment appears successful but no order is shown, contact support before retrying to avoid a duplicate purchase.
For cross-border deliveries, import duties, import taxes or clearance charges not collected at checkout may be payable to the relevant authority or carrier. Any known charges or the possibility of such charges must be disclosed before purchase; contact us if the total cost is unclear.
5. Preorders and limited releases
Preorder release and arrival dates are estimates unless expressly agreed as a delivery deadline. Manufacturer changes or supply delays can affect them. We will communicate material changes when known; a delay does not remove your cancellation rights.
Limited preorders are capped at one unit per Serika account and one per shipping address for each product or identified drop, including across variants and separate orders. Membership does not waive the cap. A second account at the same address may be blocked. Contact support if a shared address or a previous cancelled purchase causes an incorrect restriction.
Adding a preorder to your cart does not guarantee an allocation. A cancellation or refund does not automatically restore eligibility for the same limited release; support must review exceptions. This restriction does not reduce your right to cancel or receive a refund.
Orders containing in-stock and preorder items normally ship together. Ask support before ordering if you need separate shipments; any additional delivery charge must be agreed in advance. A standard preorder is not a personalised product merely because it is ordered before release.
6. Shipping and delivery problems
Available destinations, delivery methods and charges depend on your address and the items ordered. Product-page estimates can change when the complete cart and address are entered. The checkout total is the amount you approve. See Shipping & Returns for service options.
For consumer purchases covered by EU rules, delivery is due within the agreed period, or normally within 30 days if no different period was agreed. Preorders may have a longer agreed period. If we miss the applicable deadline, you can generally give us a reasonable additional period and cancel if we still do not deliver. You may cancel immediately where the law allows, including when an essential agreed deadline is missed or we refuse delivery.
For store-arranged delivery, the risk of loss or damage remains with us until you or a person you nominate receives the goods, subject to any mandatory legal exception. If a parcel is missing, damaged or incorrectly marked delivered, contact [email protected] with your order number. Photos can help, but a short reporting window or the absence of photos does not remove statutory rights.
Check your address carefully and tell us about corrections as soon as possible. We may be unable to change a shipment already dispatched. Any reasonable redelivery costs caused by incorrect details will be explained before you agree to them.
7. Your right to cancel and return
For eligible EU/EEA consumer distance purchases from the store, you may withdraw without giving a reason by notifying us within 14 days after delivery. For goods from one order delivered separately, the period normally starts after the last item is received. You can also notify us before delivery.
Email [email protected] with a clear statement that you wish to cancel, identifying the order and items. No particular wording or support approval is required to exercise this right. After notifying us, send the goods back within a further 14 days. Ask us for return instructions and the correct return address; do not send goods to a manufacturer or an address on a parcel without checking.
You may inspect goods as you would in a shop. Opening ordinary packaging does not automatically remove your withdrawal right. You may be responsible for a reduction in value caused by handling beyond what is needed to check the nature, characteristics and functioning of the goods. Repack carefully and include supplied accessories.
You bear the direct cost of a change-of-mind return only where that cost was disclosed before purchase; otherwise we bear it. We cover necessary return costs for faulty, damaged or incorrectly supplied goods. A statutory exception, such as a genuinely personalised item or certain unsealed hygiene goods, applies only where legally relevant and disclosed before purchase. Ordinary collectibles and standard preorders are not automatically exempt.
Optional cancellation message
To SerikaStore, [email protected]: “I give notice that I withdraw from my contract for the following goods: [items]. Order number: [number]. Ordered on: [date]. Received on: [date, if received]. Customer name: [name]. Customer address: [address]. Date of this notice: [date].” Add a signature only if sending on paper. You may use your own clear statement instead.
8. Refunds and our 30-day return offer
For a statutory withdrawal, we refund payments without undue delay and no later than 14 days after being informed of your decision. We may withhold the refund until we receive the goods or evidence that you sent them back, whichever comes first, unless we offered to collect them.
For withdrawal from a whole order, the refund includes the cost of our least expensive standard delivery option offered for that order. Extra costs for a premium delivery choice need not be refunded. For a partial return, original delivery charges are refunded where required by law.
Refunds use the original payment method unless you expressly agree otherwise, without a refund fee. Your provider may take additional time to display the credit; this does not change our legal deadline for issuing it.
Our additional store offer: unopened items may be returned within 30 days of delivery for a full refund of the item price. Email support to arrange the return and send the item back within that period, with its original packaging and accessories. For this additional change-of-mind offer, you pay return postage; original delivery charges are not refunded unless legally required. We issue the refund within 5–10 business days of receiving the return. Statutory withdrawal deadlines take priority when that right applies.
The unopened condition applies only to the additional 30-day offer. It does not limit statutory withdrawal, faulty-goods remedies or any more favourable rights under applicable law.
9. Faulty goods and legal guarantees
Goods must match their description and meet the quality, fitness and durability standards required by law. For EU consumer purchases, a minimum two-year legal guarantee generally applies; national law may protect you for longer, including where a product should reasonably last longer. A manufacturer’s warranty is additional to these rights.
If an item is faulty, incomplete, damaged or not as described, contact [email protected] with the order number and a description of the problem. Depending on the circumstances and applicable law, you may be entitled to a free repair or replacement, or a price reduction or refund where those remedies are unavailable, unsuccessful or otherwise inappropriate.
You do not have to rely solely on the manufacturer, and these claims are not limited to the 14-day withdrawal period or the unopened-item return offer. We do not charge necessary postage for a valid faulty-goods remedy.
10. Serika+ benefits
Active Serika+ membership is checked with Serika Accounts when benefits are applied. Free shipping applies to the available store delivery methods shown at checkout; it does not create a delivery route where none is supported or cover import charges levied separately.
The anniversary box requires verified eligibility and is limited to one claim per account. It must be checked out separately from paid products. Availability and eligibility are shown in the store.
Your Serika+ subscription is managed through Serika Accounts under its own subscription terms. Store purchases do not create, renew or cancel that subscription. Changes to future benefits do not retrospectively change the price or benefits of an accepted store order.
11. Isekai marketplace transactions
The Isekai seller is responsible for their item description, lawful ownership, authenticity, delivery and applicable after-sales obligations. SerikaStore provides the marketplace and collects a platform fee; it is not the seller of those items. Moderation or trusted-seller status is not a guarantee of an item’s condition or the outcome of a sale.
- Bid only when you intend and are able to buy. A winning bid meeting any reserve creates a commitment to purchase, subject to mandatory rights. Proxy bidding raises your bid only as needed up to your maximum; equal maximums favour the earlier bid. A bid in the final 5 minutes extends the auction by 5 minutes.
- Buyers pay the item and delivery amount displayed. Payment is due within 3 days. Unpaid sales may be released; an unpaid Buy Now reservation can be released using the sale controls.
- Sellers pay a platform fee of 1% of the item price, excluding delivery, plus Stripe’s processing charges. Stripe Connect processes the sale on the seller’s account and handles payouts; SerikaStore does not provide an escrow service.
- Sellers must describe the actual item and disclose damage, missing parts and wear, use photos they have rights to publish, and ship as agreed. Counterfeits, unlawful items, accounts, digital codes and gift cards are prohibited under the marketplace rules.
- Use the marketplace checkout. Do not request off-platform payments, manipulate bids or misuse another participant’s personal details.
Consumer withdrawal and legal-guarantee rights normally apply when the seller is acting as a trader, but generally do not apply in the same way to a private individual’s sale. A seller’s actual activity determines trader status; a profile label cannot waive consumer law. Sellers acting commercially must identify themselves as such and provide the information and remedies required by law. Ask support if the seller’s status is unclear before bidding or paying.
For a missing item, misdescription, refund request or dispute, contact support from the sale page or email [email protected], quoting the sale reference. We can review reports and assist, but this does not promise a separate buyer-protection fund or guaranteed reimbursement. Your rights against the seller and through your payment provider remain available.
12. Content and intellectual property
Store branding, original text and design belong to their respective owners. Product names, artwork and character likenesses remain the property of their rights holders. Buying an item does not transfer intellectual-property rights.
You retain ownership of content you submit to Isekai. You give us a non-exclusive permission to host, display, format and reproduce it as needed to operate, present and moderate your listing and handle related transactions or disputes. This permission does not transfer ownership and continues only as necessary for those purposes and lawful retention.
Only submit content you have the right to use. Report suspected infringement or unlawful content to [email protected], identifying the listing or page and explaining the issue.
13. Our responsibilities and complaints
We take reasonable care in providing the service. Maintenance, network failures and events outside our reasonable control can interrupt access. We will address problems as reasonably practicable; an interruption does not erase existing contractual obligations or consumer remedies.
Our responsibility for loss is determined by applicable law. Nothing in these terms excludes or limits liability that cannot lawfully be excluded, including for fraud, deliberate misconduct or injury where applicable law prohibits a limitation. We do not impose a blanket waiver of consumer remedies or a mandatory arbitration requirement.
Send complaints to [email protected] with the relevant order or sale reference, what happened and the resolution you seek. We will investigate and respond. You remain free to seek help from the relevant consumer authority, an available dispute-resolution body or a competent court; contacting support does not waive those options.
14. Changes and applicable law
The terms presented when you order govern that order. Later updates apply prospectively and do not retrospectively reduce agreed rights. We will communicate material changes to ongoing services where appropriate.
Applicable law determines your rights and which courts have jurisdiction. These terms do not require you to give up mandatory consumer protections in your country of habitual residence or any right to bring a claim in a court available to you under that law.
If a provision is unenforceable, the remaining terms continue to apply to the extent permitted by law. Our Privacy Policy explains the use of personal information; agreeing to these terms is not blanket consent to data processing.