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Help & Support
Help & Support
Ask your questions by Chat or Email.
30 days Returns
30 days Returns
Return or exchange 30 days after delivery.
Free delivery over 60 €
Free delivery over 60 €
Free tracking delivery for orders over 60 €.

FAQ - Frequently Asked Questions

Welcome, dear explorers, to the mysterious labyrinth of our FAQ !

It's full of solved riddles, questions and answers, all designed to guide you along the sometimes winding path of online shopping.

If you're lost, if you're feeling bewildered by the wide choice of options available to you, or if you're simply curious about the secrets behind Oupi, you've come to the right place.

If you can't find the answer to your question on this page, please don't hesitate to contact us using our contact form.


Don't panic, it's often necessary to wait 24 to 48 hours for tracking to become fully operational at the carrier, once the status has been changed to "shipped".

Carriers may take a long time to update the tracking, or may have failed to scan a tracking step, but don't worry, this will be done in the next step.

Yes, there are no geographical limits: we deliver orders all over the world, with variable delivery times depending on the destination.

Once prepared and dispatched, here are the delivery times we generally observe, depending on the destination.

In France, the delivery time is generally 48 to 72 working hours.

In Europe, delivery times vary from 72 hours to 7 working days.

For international deliveries, please allow between 7 and 21 working days.

Please note that delivery times may be extended due to customs controls or other unforeseen circumstances.

Tant que votre commande n'a pas passée l’état « En Cours de Préparation» il est possible de faire changer l’adresse de livraison.

Vous devez nous contacter à travers notre formulaire de contact puis nous vous confirmerons le changement d’adresse.


As long as your order has not passed the "In Preparation" status, any modification is possible. Simply contact us directly via our contact form to make the necessary changes.

As long as your order has not passed the "In Preparation" status, simply contact us via our contact form to express your unfortunate wish to cancel your order.

In other cases, you'll find more information in the Returns and Refunds section of our Delivery and Returns page.

If you wish to add products and it has not passed the "In Preparation" status, you can add items.

Please contact us using our contact form, and we'll explain the procedure.

First of all, we apologize for this error. Simply contact us through our contact form and we'll work together to find the most appropriate solution.

You can return all or part of your order. You'll find the procedure on our Delivery and Returns page, section "Oupi Guarantee - Returns and Refunds".

Pre-orders are shipped from their official release date, which is indicated on the page of each corresponding product and subject to timely receipt from our suppliers.

When we don't have stock of a given product, we offer the possibility for a small selection of brands to make their catalogs available on order, with the words "Available on Order" displayed on the product page.

This means that when you place your order, we don't have the products in stock, so we'll order them from the brand in question to be restocked, and then ship them to you.

The processing time for orders involving this type of product is generally longer, depending on the brand's availability.

You will find an example and more detailed explanations for orders with the Games Workshop brand.


If you have received a message informing you of a payment error but the transaction has gone through on your account. Please contact us directly using our contact form to resolve the problem.

If you've received a payment error message and are unsure whether you've placed a new order. Please also contact us, so that we can check whether we have received both payments. If so, we will promptly refund one of the payments.

When you're on the shopping cart page, look for "Do you have a coupon code? click to display the area. This is where you'll find your available discount coupons, and where you can add a new coupon code.

If your promotional code works, there may be several reasons: the code has shipped, it is no longer valid, the code is only available in certain cases, ...

If the problem persists, please contact us using our contact form.

Miscellaneous Questions

We do not buy used games. Oupi concentrates solely on selling new products, preserved in their original packaging.

We don't buy Pokémon cards individually. You'll find only sealed TCG Pokémon products on Oupi.

Gift Card

You can use your gift card both on our website and directly in our physical store.

On, the gift card is used as a discount code. Enter the card code in the "Promo Code" field at checkout.

No, you can divide the balance of the gift card as you wish, into single or multiple purchases.

Yes, if you have several Oupi gift cards, you can combine them when making a purchase.

Gift cards are valid for 1 year from the date of receipt.

After purchasing online, you will receive an email with the gift card code. If you prefer a physical card, you can collect it in-store or ask us to send it to your home.

Simply visit the store with your physical gift card or the code you received by email. Our team will take care of the rest.

We recommend that you keep your code in a safe place. If you lose it, please contact our customer service department, who may be able to help you, depending on the conditions in force.