Pop Mart customer service phone number — practical guide and how to get it fast

Where to find the official Pop Mart customer service phone number

Pop Mart (泡泡玛特) maintains region-specific customer service channels rather than a single global phone number. The fastest and most reliable source for the up-to-date number for your region is the official Pop Mart website and the regional storefronts: https://www.popmart.com/ (main site) and https://global.popmart.com/ (international storefront). On both sites the Contact, Help Center or Store Locator pages display phone numbers, office hours and local retail store numbers; these pages are updated whenever Pop Mart changes or adds a regional hotline.

Other official places to find phone contacts are the Pop Mart app (account → Help/Contact), the order confirmation email or invoice you received, and the company’s verified social accounts (WeChat Official Account for mainland China, verified Facebook/Instagram or X/Twitter for international queries). If you have a physical item, the retail box or receipt often lists a customer service number or QR code that links directly to support — that is legally required in many jurisdictions for after-sales support information.

Phone number formats and example region-specific guidance

Phone numbers for Pop Mart follow local dialing conventions. Typical formats you will encounter:

• China mainland: +86 400-XXXX-XXX or +86 (area code) XXXX-XXXX for regional centers (verify on popmart.com).
• Hong Kong / Macau: +852 XXXX XXXX (Pop Mart has multiple retail stores in Hong Kong; the regional number is listed on their HK site).
• North America / Europe: customer service is primarily handled by the local ecommerce storefront or third-party retailers; numbers use +1 or +44 formats and are listed on the relevant store’s Contact page.

These examples are templates — do not assume the digits shown above are an active direct line. Always confirm the exact number on the official site or app before calling to avoid third‑party scams or incorrect dialling.

If you need immediate escalation in mainland China and cannot find a working Pop Mart line, the national consumer complaint hotline 12315 is an official channel for e-commerce disputes. Use 12315 to lodge a formal complaint if telephone and written attempts to resolve a purchase issue fail to produce a timely remedy.

What to prepare before calling (checklist)

Being organized speeds resolution. Prepare the following items before you dial; present them clearly to the agent to shorten hold times and reduce escalation:

• Order number (example: OR2025-0123456), date/time of purchase, SKU or product name and variant (color/series), and the last 4 digits of the payment method used.
• Clear photos or short video (under 20 MB) showing the issue — damaged packaging, defective product, wrong figure or missing parts — and the shipping label or tracking number from the carrier.
• Your full name, delivery address (as on the order), phone number used for order, and email address linked to the account; if you bought from a reseller, have their invoice or seller ID ready.

Also note the precise nature of your requested remedy (replacement, refund, partial refund, repair or technical guidance). If you expect a refund, check the payment timeline for your scheme: credit card refunds commonly take 3–15 business days to appear, while platform wallet refunds (Alipay, WeChat Pay, PayPal) often post within 24–72 hours after Pop Mart processes them.

Typical call procedures, expected wait times and KPIs

Most Pop Mart regional customer centres operate Monday–Friday core hours; a common pattern is 09:00–18:00 local time with limited Saturday hours. Phone hold times vary by peak season: during new series launches or holiday sales (for example, November–December product drops), average wait times can escalate from 3–8 minutes to 15–30 minutes. Off-peak, many callers are answered within 1–5 minutes.

When you call, you should receive a case or reference number. Ask the agent for an estimated SLA (service-level agreement): typical internal targets are first response by phone within the call, written acknowledgement within 24 hours for email cases, and resolution within 3–14 business days depending on complexity (simple refunds or resends often resolved within 3–7 business days, warranty or logistics investigations longer). Record the case ID for follow-up — that number is essential if you need to escalate.

Alternative contact channels and escalation path

If you cannot reach an answer by phone, use these prioritized alternatives:

• In-app chat or the Help Center ticketing system — attaches order details automatically and usually returns an email or in-app response within 24–72 hours.
• Official social media DM to verified accounts (tagging order number), which often triggers a faster public-relations-aware response.

If the frontline agent cannot resolve your request, request escalation to a supervisor and note their name and the escalation ticket number. If escalation internally fails, escalate externally via your payment provider (credit card chargeback, PayPal dispute) or national consumer protection agency (for China: 12315; EU customers should contact their national ADR body). Keep timestamps of every interaction — date, time, agent name, and reference number — to support formal disputes.

Sample calling script (short, bilingual) and closing tips

Start crisply: “Hello, my name is [Full Name]. My order number is [ORxxxx]. I purchased [Product name / SKU] on [date]. The issue is [brief description]. My desired resolution is [refund/replacement]. Could you open a case and give me the case number?” In Chinese: “你好，我叫[姓名]，订单号是[订单号]。我在[日期]购买了[商品名]，问题是[简述]。我希望得到[退款/换货]，请帮我开个案号并告知案号。”

Close by confirming next steps and timeline: “Can you confirm the case number, the SLA, and how I will receive updates (SMS/e‑mail/app)?” If you receive a promised action (refund, courier pickup, exchange), ask for the expected date range and check your payment account or tracking link accordingly. Document and follow up if the promised timeframe lapses.