Once Upon Magic is an independent French shop specialising in official Disney products and personal shopping at Disneyland Paris. Items described as coming from the park are purchased in its official shops. We are not Disney or Disneyland Paris and are not affiliated with either company.

An in-stock item is already held by Once Upon Magic and can move to order preparation. A Pickup item must be sourced and purchased at the park after you order, subject to availability. “Pickup” refers to our shopping trip, not collection by the customer. We do not offer in-person collection. Check the arrangements stated on each product page.

No. Payment confirms that your order has been recorded, not that the park purchase has already taken place. A website listing, a shop photo or previously observed availability does not guarantee that we can obtain an item. We search for your chosen reference during our visits, subject to stock and the park’s purchasing rules.

Yes. Send us a photo or link, the product name, size, colour and quantity, together with your delivery country. We will check whether we can search for it and explain the next steps. A request sent by message is not a reservation or confirmation of purchase.

We cannot guarantee a restock date, as this depends on the shops and suppliers. Check the product page and our announcements, or contact us with the exact reference. We never replace an unavailable model, size or version without your agreement. For an order already placed, see question 19.

Check the variant, measurements and size guide where available. Ask us for details before ordering if you are unsure. Pins and other limited editions may be subject to purchase limits, tickets or release conditions, so a request does not guarantee that we can obtain them. Any specific conditions on the product page apply.

“US Import” describes the collection’s commercial origin; it does not automatically mean that your parcel will be sent from the United States. Check the product status: in stock, awaiting supply and pre-order involve different lead times. An announced release date is not necessarily the dispatch date or the date of delivery to your home.

Yes. Under our Terms and Conditions, the displayed Pickup item price includes both the purchase and our shopping service. 15% of the displayed VAT-inclusive price is the service fee and is already included: do not add it again. Delivery charges and optional services are shown separately before payment. A later change to our catalogue prices does not, by itself, change the price of an order already confirmed.

They depend on the destination, carrier, parcel weight and dimensions. A light but bulky item may cost more to ship. Charges are shown before payment. An estimate may be used for a Pickup item whose exact dimensions are not yet known. Any documented adjustment or alternative must be explained before dispatch, without an automatic debit and with your agreement.

The available payment methods are those offered at checkout for your destination. Check the currency and total before confirming. Any currency conversion fees charged by your bank are separate from our charges. Do not assume a payment method is available if it is not displayed at checkout.

First check your emails and whether you received an order confirmation. A bank transaction may be a pending authorisation rather than a completed charge. Avoid repeated attempts and contact us with the date, amount and email address used. You may attach a screenshot with sensitive information hidden. Never send your full card number or security code.

Check your spam folder and the email address used for the purchase, then contact us if the message is still missing. For Pickup, ordered, being sourced at the park, purchased, being prepared and dispatched are different stages. A purchased item may not have been dispatched yet, particularly while other items are awaited. Carrier tracking covers the journey, not the search in the shops.

Check the documents and links received for your order. If you cannot find the invoice, request it from contact@onceuponmagic.com with your order number. For a Pickup item, you may also request the available shop receipt, subject to the practical limitations of the receipt issued by the shop. It may not be in your name and does not replace the documents issued by Once Upon Magic.

Use the Add items to my order page with your order number and the email address used at checkout. This service is for orders that have not been prepared or dispatched. It allows additions, not removals or quantity reductions. Delivery charges may be recalculated before you pay the additional amount. If the page does not allow the addition, contact us rather than submitting duplicate requests.

Contact us as soon as possible with your order number and the exact change requested. This depends on whether the item has already been purchased at the park, variant availability and the stage of preparation. Do not use the additions page to request a removal. A change is confirmed only once we reply; your applicable statutory rights remain unaffected.

Email us immediately with the order number and the complete corrected address or the reference of the desired collection point. We will check what is still possible. A change cannot be guaranteed once preparation has begun or the parcel has been handed to the carrier. If it is already in transit, also check the delivery options offered by the carrier.

Ask before the orders are prepared, quoting all order numbers. Combining orders requires our confirmation and is not automatic. It depends on their progress, destination, parcel size and transport restrictions. We will explain the effect on delivery charges; do not assume a shipping refund will automatically be issued.

You can request a partial shipment, particularly for orders combining in-stock and Pickup items. We will check feasibility and any additional shipping costs before you agree. One item being ready does not necessarily mean the whole order is ready. If several parcels are expected, check the contents allocated to each before reporting an item missing.

We will inform you and offer the choice of waiting for a restock or cancelling the unavailable item. Our Terms and Conditions allow five calendar days to respond; a restock wait is limited to thirty days, unless expressly agreed otherwise. Without a response, available items may be dispatched and the unobtained item refunded to the original payment method. No deduction applies to an item not acquired, except for a specially agreed assignment already partly performed under the Terms and Conditions.

Send a written request promptly, with the order number and the items concerned. For Pickup, “not dispatched” does not necessarily mean “not purchased”. We will check the actual stage of your order and the rights that apply; a fixed deduction should not be assumed. See questions 40 and 41 for the distinction between withdrawing from an in-stock product purchase and a Pickup shopping assignment.

For in-stock items, preparation usually takes two to seven working days. For Pickup, it depends on park visits, availability and restocking. Any specific timeframe communicated for your order must also be taken into account. Preparation and transport are separate stages: a fast delivery service does not remove the time needed to obtain the item.

Indicative transit times after handover to the carrier are two to five working days within France; three to ten working days within Europe; and five to fifteen working days outside the European Union. Add preparation time to these estimates. Destination, customs clearance and busy periods may affect transit. Any expressly agreed delivery date and your rights in the event of delay remain applicable.

Contact us before purchasing with the product reference, essential delivery date, country and postcode. We will check the options without promising availability beyond our control. A Pickup Express option, when offered, relates to the service described in your basket; it is not the same as express transport. No transport method, by itself, guarantees that a park item can be obtained.

Available destinations, eligible items and carriers are shown after you select your country and at checkout. An item visible for another country may not be deliverable to yours. Certain categories, particularly for the United States, may be excluded from the catalogue because of customs or transport constraints. If no delivery option appears, contact us with your desired basket and postcode before paying.

Outside the European Union, taxes, duties and clearance fees may be requested on arrival or billed later by the carrier. Unless checkout states otherwise, these are not included in the amount paid to Once Upon Magic and are payable by the recipient. Delivery charges are not import taxes. Rules vary and change by country, so we cannot guarantee an amount without checking your circumstances.

Check tracking on the carrier’s official website. Provide requested documents through its official channel and contact us if an invoice or product detail is missing. If you doubt a text message or email, do not pay through a suspicious link: verify directly with the carrier. We declare the actual contents and value; a commercial order cannot be declared as a gift to avoid taxes.

The journey arranged by Once Upon Magic ends when the parcel is physically handed to your chosen forwarding service. Ask it to inspect the parcel at that first receipt, retain the packaging and take photographs. Report any issue immediately and send evidence within three days of that receipt, without waiting for final delivery. For damage occurring later, also contact the forwarder and the carrier responsible for the second journey. Liability is assessed according to the facts and applicable rights.

Use the link sent by email or our Track my parcel page, entering the requested tracking number and postcode. For shipments to the United Kingdom, use the FedEx tracking provided in your email: the Sendcloud tool on our page does not cover those parcels. Your order number and tracking number are different references.

Creating a label does not prove that the carrier has already scanned the parcel. Activation and updates may appear later, especially at weekends. Check that you are using the correct carrier and number. If this continues beyond the timeframe announced for your order, contact us so we can check the handover and the latest information available.

Email us with the order number, tracking number and date of the last update. We will review the case and take the necessary steps with the carrier for the journey we arranged. A pause in tracking does not, by itself, prove permanent loss. We remain your point of contact, and your statutory rights are not conditional on the carrier completing its investigation.

Check the delivery address, letterbox, household members, caretaker or any collection point shown. Review any available delivery information, then contact us promptly if the parcel is still missing. Tell us what you have checked. A declaration of non-receipt may be requested for the investigation; a “delivered” status does not automatically close your claim.

Choose a staffed shop collection point offered by our delivery service and check its address and opening hours. We do not offer parcel lockers for our shipments. Keep the collection message and collect by the carrier’s deadline; required identification or codes are specified in its notification. If the original point becomes unavailable, the parcel may be redirected, so check tracking before travelling.

Contact us to check why it was returned and agree the next steps. Refusing or failing to collect a parcel is not a substitute for notifying withdrawal from a purchase. If the cause is attributable to you, reshipping may incur charges. For the affected Pickup items, our Terms and Conditions provide for new delivery charges and repacking charges of 5% of their VAT-inclusive value, within legal limits. This does not apply to an error by Once Upon Magic or a carrier offered by us.

Inspect the box for impact, opening, moisture, tears or repacking. Where possible, check the contents before confirming receipt and have specific, factual damage notes recorded rather than a general “subject to unpacking”. Photograph any issues. If the parcel is visibly badly damaged, you may refuse delivery, asking for the reason to be recorded, then inform us. The absence of damage notes does not automatically remove your rights against us.

Contact us immediately anyway, with the evidence you have and an explanation of anything missing. Do not wait for a perfect evidence file before reporting damage. Keep what remains. An unboxing video or declaration may supplement the claim if available or requested; filming the opening is not mandatory. Missing evidence may make a carrier claim harder, but it does not automatically remove your statutory rights.

Check your order summary, any separate shipments and all the parcel’s protective packaging. Contact us promptly with the expected and received references, quantities and photographs of the contents, box and product or size labels. If the parcel was opened or contents were partly lost in transit, also follow question 35. If we made a packing error, we will arrange the correction and cover any necessary return.

Contact us with your order number, the date you discovered the defect, a description and useful photographs or a short video. Keep the item and accessories; stop using it if it poses a risk. A product conformity defect is not subject to the three-day transport reporting instruction. We will assess the remedy under applicable guarantees: repair, replacement or, where the conditions are met, a price reduction or refund.

We adapt protection to the type of item. Tell us before purchasing about any particular requirements for a collectible box or gift presentation; any special service must be confirmed. If a box or item arrives damaged, photograph it with the protective materials and contact us. Assessment depends on the description of what was sold and the damage: collectible packaging is not necessarily the same as an ordinary shipping box.

For an in-stock product covered by the statutory right of withdrawal, you have fourteen days from receipt to notify us of your decision, then fourteen days to send it back. Clearly state that you wish to withdraw and provide your order number. Legal exceptions apply only where they genuinely relate to the item concerned. A promotion or limited edition does not, by itself, remove this right.

The shopping service must be distinguished from the rights applying to the goods. If a service started at your express request before the withdrawal period ended, a proportionate amount for work actually performed may be payable. Loss of the right to withdraw from a fully performed service requires the legal conditions to be met, including the necessary consent. The word “Pickup” alone does not remove your rights. Contact us; we assess the actual circumstances under our Terms and Conditions and applicable mandatory rules.

Contact us for the appropriate address and instructions without letting any applicable legal deadline expire. Return the complete product with its accessories and, where possible, original packaging and labels. Protect it properly and retain proof of posting. Under our policy, you pay the direct return costs for a change-of-mind withdrawal. Once Upon Magic covers them when the return results from our error or a statutory guarantee. Do not send back a broken item without our instructions.

Refunds use the original payment method unless expressly agreed otherwise at no additional cost. For an applicable withdrawal, the legal deadline is fourteen days after notification; for goods, reimbursement may be withheld until the goods are received or proof of posting is provided, whichever happens first. For withdrawal from an entire eligible goods order, the original standard delivery charge is also refunded; an express upgrade is not necessarily refundable. No fixed restocking fee applies to a valid statutory withdrawal. Your bank may take additional time to display the refund.

Contact us regardless of the shipment’s coverage. Transport insurance and its limits relate to claims against the carrier or insurer; they do not replace consumers’ statutory rights. When you use a carrier offered by Once Upon Magic, we remain your point of contact for issues on the journey we arranged. A legally required remedy does not depend on our insurer paying us first.

Email contact@onceuponmagic.com or use our Contact page. You may write in French, English, German, Spanish, Italian, Dutch or Japanese. Enquiries are handled Monday to Friday, excluding French public holidays. For breakage or an urgent issue, send your report and photographs immediately, even while customer service is closed.

For an order: its number and the email used at checkout. For a product: a photo or link, size, colour and quantity. For delivery: country, postcode and tracking number if available. For damage: delivery date and the evidence in question 35. Preferably reply in the same email thread. Do not send identity documents or full banking details without a specific request justified by an official procedure.

A review invitation may be sent automatically; it does not prove that your order has been delivered. You can wait until you have received and checked the items before responding. Check tracking and contact us if the announced timeframe has passed or an issue appears. A review request is not an order-tracking update.

Reply in the existing email thread with your order number, any new information and the outcome you are seeking. We will check the details and explain the next steps. If a disagreement remains, send a written complaint to contact@onceuponmagic.com. Consumer mediation arrangements and applicable remedies are described in our Terms and Conditions. This FAQ supplements those documents without restricting your mandatory rights.