Pop Mart customer service number — how to find and use it effectively

Where to locate Pop Mart’s official customer service number and channels

The single most reliable source for Pop Mart’s customer service number is the company’s official website (https://www.popmart.com) and the Pop Mart mobile app (iOS / Android). Both places list regional contact information, a Help Center, and the in-app chat feature. For users in mainland China, Pop Mart also maintains official service channels via WeChat public accounts and mini-programs; for international customers the “Help” or “Contact Us” section of the global site is the canonical reference.

Because Pop Mart is a global brand with country-specific operations, customer service numbers are regional rather than universal. Expect phone numbers to use local country codes (for example +86 for China, +1 for the United States, +44 for the United Kingdom). Always verify any phone number against the contact page on popmart.com and the verified Pop Mart app before calling to avoid fraud or third‑party scams.

Typical hours, expected wait times and performance metrics

Operational hours and response times vary by market and season. In many regions standard telephone support runs Monday–Friday, roughly 09:00–18:00 local time, with extended hours during product launches or holiday periods. During release windows for limited-edition drops and blind boxes, wait times can spike dramatically; expect live-phone queues of 5–30+ minutes on high-demand days.

When calling, have realistic expectations: routine order inquiries and basic returns are usually resolved within one call or within 24–72 business hours if follow-up is required. Refund posting times depend on the payment provider — typical windows are 3–14 business days for credit cards and bank transfers, and 1–3 business days for e-wallets — but confirm the exact timeframe with the agent because it varies by country and payment method.

Essential information to prepare before calling

• Order number and order date (order numbers from the Pop Mart site/app are usually alphanumeric; include full string and time stamp).
• Payment method and last four digits of the card used, or transaction ID from the payment provider for quicker verification.
• Product SKU, series name, and images of the item and its packaging (clear photos of defects, shipping labels, and tracking numbers accelerate dispute resolution).
• Shipping tracking number and carrier (e.g., DHL, SF Express, FedEx) and the delivery address exactly as shown on the order.
• Relevant screenshots: app order page, confirmation email header (with order ID), and any error messages or in-app chat logs.

Having this information to hand reduces verification time and increases the chances of an on-the-spot resolution. If you are calling about a warranty, know the purchase date and whether extended coverage was purchased; for limited-edition claims, note any serial numbers or authenticity certificates included with the product.

Alternative contact routes and verification best practices

If you cannot find a local phone number, use the in-app chat or the Help Center ticket system — these channels generate a reference number you can quote when escalating. Pop Mart also maintains verified social media accounts (check for the blue verification tick) on platforms such as Instagram and X/Twitter where they sometimes post customer service updates and official advisories about drops, restocks, and outages.

To verify a phone number before calling: (1) prefer numbers listed on popmart.com; (2) check that the URL is HTTPS and displays the correct domain; (3) avoid numbers posted in unverified marketplaces or comment sections; and (4) if in doubt, open an official support ticket on the site and request the regional telephone contact in writing. Never share full payment details over an unsolicited phone call.

Escalation, refunds, returns and dispute timelines

For returns and refunds, follow the process outlined on the Pop Mart Help Center: open a return request within the window defined on the product page, ship with tracked postage to the specified return address, and retain proof of shipment. Typical e-commerce return windows range from 7 to 30 days depending on product type and local consumer law; always check the exact policy for your purchase during checkout or on the item’s product page.

If a phone agent cannot resolve your issue, ask for a case or escalation number and the expected SLAs (service-level agreements). Document the name, agent ID, date and time of the call, and any commitments made (refund amount and timeline, replacement shipping ETA). If a promised refund or replacement does not appear within the stated timeframe, submit a formal escalation via the website ticketing system and reference the original call’s case number.

Sample phone script and practical tips for a productive call

Begin the call with one concise sentence: “Hello, my name is [Full Name]; I have order [ORDER-123456] placed on [YYYY-MM-DD]; I’m calling about damaged/incorrect/missing item [SKU or series].” Then supply the payment method and tracking number. This focused opening reduces back-and-forth verification. If the agent requests photos, use the in-app upload if available — it attaches directly to your case.

Ask these three concrete questions before ending the call: (1) What is the case/reference number? (2) What is the committed resolution and by when (date and local time)? (3) Will I receive confirmation by email or SMS? If any verbal commitment is made, request it in writing to the ticket you already opened on popmart.com so there is an auditable trail for escalation or chargeback disputes.