FAQ

FAQ

Payments

What payment methods are accepted?
We accept PayPal (with "Pay in 3" for Italy), credit/debit cards, and bank transfer. Follow the checkout process to enter your payment information.

How do installment payments work for pre-orders?

We offer payment options for pre-orders, such as the "Preorder Deposit 4 Installments." We'll send payment requests via PayPal or another payment gateway, with a time limit for each installment.

How do installment payments for pre-orders work, and when will I be asked for payment details?
When you choose the installment payment option for a pre-order, with payment split into four installments, we manage payments by sending payment forms via PayPal. This allows you to use any payment card you prefer. We give you one month to pay each installment, making the process less stressful. For orders close to the release date, payment times may be shorter.

If you don't have a PayPal account, we can send payment forms via another payment gateway. You'll receive a payment request for the first installment approximately one month after placing your pre-order, followed by the expected dates for the remaining installments.

What happens if I don't make the installment payment by the deadline?
If you fail to pay an installment by the due date, your pre-order may be canceled and the deposit or installments already paid may be converted into Store Credit.

What should I do if I have problems with my payment?
If you encounter any problems, please use the "Contact Us" form on our website for assistance.

Shipping

Where do you ship the products from?
All orders are shipped from Italy, specifically from the province of Brescia. We do not dropship, and all orders are shipped directly to us.

Which couriers do you use in Italy and what are the shipping conditions?
In Italy, we use UPS, DHL, or Crono postal service. Shipping is always free.

Are there any customs or additional charges for orders from Italy?

No, we do not apply customs fees or additional charges for orders placed in Italy or other European Union countries.

Are your shipments tracked?
Yes, all our shipments are tracked.

Products and Supply

Do you do dropshipping?
No, we personally receive, inspect, package, and ship each product.

Are your products original?
Yes, all our products are original and come from official European and Japanese suppliers or are imported directly from Japan.

Products In Stock

What does it mean if a product is marked "In Stock"?
An "In Stock" product is an item we have available in our warehouse and ready for immediate shipment. Listings for these products typically include a photo of the specific item in stock.

Pre-orders

What are "Pre-order" products?
Pre-order products are items with an announced release date that you can order in advance. Please note that the release date is tentative and subject to change. If there are any changes, we will notify you of the new release date.

Made to Order Products

What does "Made to Order" mean?
A "Made to Order" product is an item we don't have in stock but can order from our suppliers. Delivery times vary, especially for products imported from Japan. For standard made-to-order products, it usually takes about 3 weeks. For products from Japan, the estimated arrival date is indicated on the product page. We require immediate payment of the full price or a significant portion for these orders, which generally cannot be cancelled.

"Request a Product (Catalogue)" Section

How does the "Request a Product" section work?
In this section, you can request products that we can order from our supplier based on your interest. If the product is available, we will send you a payment form and the estimated arrival date. Once payment for these products has been made, we cannot accept cancellations. If we are unable to procure the requested product, we will refund the full amount paid to the payment method used.

Preorder Deposit

What is the Preorder Deposit?
With this option, you pay a 30% deposit of the product price, with the remaining balance to be paid later via PayPal. For NON-CANCELLABLE pre-orders, we require a 50% deposit.

What happens if I don't pay for the second installment of my pre-order by the deadline?
Your pre-order will be canceled and your deposit converted to Store Credit. If you encounter any issues or require alternative payment arrangements, please contact us.

When will my product be shipped after I pay for the second part of my pre-order?
Shipping will be based on the expected release date, which can be found on the website. We will notify you of any delays.

Do I have to pay for the second part of the pre-order when requested?
Yes, to confirm your commitment and manage inventory properly. We require payment within 30 days.

Can I pay for the product only when it is ready for shipment?
No, this option is not available due to the risk of last-minute cancellations.

What happens if the product release is postponed?
We do not offer refunds for delayed releases, to maintain order processing.

If I choose the payment option on deposit or in installments, do the discount codes apply only to the portion paid immediately or to the total amount of the order?
Applies to the total order amount.

Returns and Refunds for Defective Products

What should I do if I receive a defective product?
Please send us photos of the defect within 14 days of receipt for a possible refund or replacement.

Are returns accepted for damage to the product box?
No, we only accept returns for defects related to the product itself.

Is it possible to get refunds for video games with redeemable codes?
No, we cannot offer refunds for code-activated games.

Box Conditions and "Box Protection" Program

How do you handle damage to product boxes?
We inspect every box before shipping and offer automatic partial refunds if any damage is found. This does not apply to products already marked as "Box Damaged."

General Policies and Loyalty Program

What are your refund and cancellation policies?
We offer refunds to the original payment method within 30 days of ordering, and then via Store Credit. For backorders, please contact us to find a solution.

How does your Loyalty Program work?
It is a discount program for the most active customers, revocable in case of incorrect or malicious behavior.

Where can I find the discount code?

Once you're logged in to your account, if you're a Loyalty customer, you can view the discount code both on the homepage and on the product pages, under the large image found under the site menu.

Communications and Order Management

How soon can I expect a response to my emails?
We are committed to providing assistance within 24 hours, even though we are a sole proprietorship with limited response times.

Are the release dates of pre-ordered products reliable?
Generally, yes, but there may be unexpected delays. In the event of delays, we will promptly communicate the new release dates.

Will I receive an email confirmation after making a payment?
We don't send manual confirmations for every payment due to high order volume, but we're available to assist you with any issues.

How do you handle orders consisting of multiple products with different release dates?
We will ship each product as soon as it is available, even in orders containing multiple products with different release dates.

Do your figures always include the original box?
Yes, except in exceptional cases such as some blind boxes or gashapon.

How does installment payments work for pre-orders?
We will send installment payment requests via PayPal or another payment gateway, with one month's grace period for each installment.

Is it possible to receive detailed photos of the product box before purchasing?
Yes, we provide detailed photos of stock products upon request.

If a pre-order product says "sold out," will I still get my reserved copy?
Yes, if the product is available for pre-order and you receive an order confirmation, it is officially reserved for you.

Pre-order Method Abuse

What are the consequences for unpaid pre-orders close to release?

For pre-orders due out within the next 3 months, failure to make payments (both for installments and the deposit+balance balance) will result in the suspension of the ability to place pre-orders from your account for one year.

What happens if I don't pay for the second installment of a non-cancellable pre-order?
Some pre-orders are non-cancellable. If you don't pay for the second portion of these orders, you will be banned from our store for an indefinite period.

Cancellation of Pre-Orders

Is it possible to cancel a pre-order?
It's usually possible to cancel a pre-order. Refunds will be issued to the original payment method if the cancellation request is made within 30 days of placing the order. After this time, refunds will be issued via Store Credit.

What happens if I cancel a preorder with a deposit (Preorder Deposit)?
In case of cancellation of a pre-order with a deposit, the refund will always be made via Store Credit.

Are there any restrictions on canceling pre-orders?
Yes, there may be limitations. We can't always accept cancellation requests, especially when a product is close to release and may already be arriving in our warehouse. Please contact us if you wish to cancel a pre-order.