FAQ (English Version)
What payment methods do you accept?
It is possible to pay through Paypal or Credit Cards. Bank Deposit Payment is also possible. In order to proceed with payment, you can add the products you want to buy to the cart, and then proceed with the checkout process, that automatically will ask you to insert your payment details.
Pay Later (Max 5 Days) is an option to place an order without having to pay immediately. After placing the order you'll receive an invoice through Paypal to pay the amount required.
In case of problems with payments, please contact us through the "Contact Us" module.
From where do you ship?
We ALWAYS ship from Italy. We try to ship every order and preorder as fast as possible and usually ship "In Stock" products in 24/48 hours. For Pre-Orders the estimate delivery dates are written in every product.
Since our warehouse is becoming very big, sometimes there could be some delay in the shipping and delivery of orders, in this case please be patient and contact us if you need more info.
What courier do you use to ship?
We usually ship with UPS or Express tracked postal service.
For Extra Europe destinations, we usually ship with Express tracked postal service. Please be advised that there could be sometimes slowdowns in shipping, due to the availabilty of couriers.
All our shipments are tracked, you'll receive the tracking code of your order, right after its departure from our shop!
What is Preorder Deposit?
For all products, you can choose to pay only a part of the preorder choosing "Preorder Deposit". If you choose this option you'll pay only the 30% of the price of the product and the shipping immediately. When the product will be near the release from one of our supplier we'll send you an invoice through Stripe or Paypal to pay for the remaining amount (Bargaining isn't allowed or we'll cancel the preorder). Please note that the amount of preorder deposit will be refunded as store credit in case of cancellation of the preorder.
Are there custom duties fees?
If you are located in a country member of EU (European Union), there won't ever be custom duties fees when you buy from our site.
if you live in an extra EU country (like United Kingdom) it's possible you'll have to pay custom fees to import the product in your country.
Are your shipments tracked?
Yes, we always ship with tracked shipments. If there is an exception, it will be written in the description of the product. We usually ship with UPS Courier or Postal service, always tracked.
Do you do Dropshipping?
No, all of our orders are received from our suppliers, packed by us and shipped by us.
Are your products original?
Always, we only sell Original and Authentic Japanese products, directly imported from us from Japan or received from our trusted European supplier.
Which languages can I use when contacting you?
Please contact us writing in English, Italian, French, Spanish, Polish or German
New Preorder Policy - Scroll Down for Old Preorder Policy
What is a preorder?
A preorder is a product with a future release date, that you can order in advance so you'll secure a copy of it when it will be released.
Do I have to pay immediately when I preorder an item?
For all eligible preorders products, you can choose to pay only a part of the preorder choosing "Preorder Deposit". If you choose this option you'll pay only the 30% of the price of the product and the shipping immediately. When the product will be available from one of our supplier we'll send you an invoice through Stripe or Paypal to pay for the remaining amount (Bargaining isn't allowed or we'll cancel the preorder). Please note that the amount of preorder deposit will be refunded as store credit in case of cancellation of the preorder. If for some reasons we cannot provide the product you ordered we'll refund you on the credit card or Paypal account you used for the payment.
And if I pay immediately the Preorder?
If you choose to pay the full price, the price will automatically have a 5% discount applied.
In case of change of the release date of a preorder, will you inform me?
We'll try to inform you of all changes related your preorder, and you'll receive the tracking code of your order, after being shipped by us.
Can I cancel a preorder?
Normally it is always possible to cancel a preorder. Refunds will be given on the original payment method in the first 30 days after the order, and as Store Credit after that period.
Please bear in mind we don't have an obligation to accept your preorder cancellation request, but in every case we'll do our best to try to fulfill your needs.
When a product is near the release we can't guarantee to be able to accept Preorder Cancellations because the product could already be arriving to our warehouses.
If you wish to cancel a preorder, please contact us.
Please note that every attempt to get around the rules will be punished with account termination and cancellation of all preorders.
PREORDER DEPOSIT FAQ
After the payment of the second part, through invoice on Paypal, when should I expect the shipment of the product?
After the payment, the release date of the figure doesn't change, if the release is still scheduled for 2 months after the payment, the release remain that. In case of late postponments we'll notify you through message, or you can see the new release date searching the product on our store.
Is it necessary that I pay the invoice when you send it to me?
Yes, because we need to know if you really want the product. Many times customers don't pay the second part and in those cases we have to cancel the preorder, and we have to reorganize, since a late cancellation is a problem for us.
If the release is postponed at the last moment, can I have a refund and then pay again when the product will be available?
No. We cannot do a thing like this or our refund rate on Paypal would increase nonsensely.
Why can't I pay when you have the product ready to be shipped?
For the same reason, at the moment many times customers don't pay the second part and in those cases we have to cancel the preorder. We can't continue buying products that are not really bought by anyone.
If the release is postponed at the last moment, can I have a refund and then pay again when the product will be available?
No. We cannot do a thing like this or our refund rate on Paypal would increase nonsensely.
It's absurd, I want to pay when the product is effectively in your warehouse!
In a perfect world it would be possible, but we experienced too many cancellations in the past year, so we cannot do that at the moment. The payment is still in 2 parts, many customers pay the total amount 1 year before the release, so we think paying in 2 parts can be a good option to split the payment in smaller parts.
I chose Preorder Deposit specifically because I want to pay at the last moment possible, since I don't trust you, you may be a scammer.
If the problem is this one, we kindly ask you to change store to a more trustworthy one for you.
Old Preorder Policy (Valid until 22 June 2021)
What is a preorder?
A preorder is a product with a future release date, that you can order in advance so you'll secure a copy of it when it will be released.
Do I have to pay immediately when I preorder an item?
You can choose to pay immediately for your preorder or wait to pay in a second moment, when the product you ordered will be available from our Japanese or European supplier.
How can I choose to Pay Later?
In the checkout module, after having added the item you want to preorder, you just have to select "Pay Later".
After having preordered a product with "Pay Later", what is the procedure?
We'll send an invoice through e-mail to make the payment some time before the release date of the product. The payment for "Pay Later" items can be made with credit cards (through the circuit Stripe, we send the link to pay securely through it directly) or Paypal if the customer prefers it. If for some reason you cannot pay in that moment we can wait and re-send a second invoice in a closer moment to the release date.
If the payment is not completed, we are very sorry but we have to cancel your preorder. In case of problems regarding the payment please contact us and we'll help you.
Bargaining isn't allowed in every case. The price to be paid is the one in the invoice created at the moment of the order. No extra discounts will be applied. Please understand.
In case of change of the release date of a preorder, will you inform me?
We'll try to inform you of all changes related your preorder, and you'll receive the tracking code of your order, after being shipped by us.
Can I cancel a preorder?
It's always possible to cancel a preorder, with no administrative fees. Please contact us telling us you want to cancel.
SHIPPING
We ALWAYS ship from Italy. We try to ship every order and preorder as fast as possible and usually ship "In Stock" products in 24/48 hours. For Pre-Orders the estimate delivery dates are written in every product.
Since our warehouse is becoming very big, sometimes there could be some delay in the shipping and delivery of orders, in this case please be patient and contact us if you need more info.
We usually ship with UPS or Express tracked postal service.
For Extra Europe destinations, we usually ship with Express tracked postal service. Please be advised that there could be sometimes slowdowns in shipping, due to the availabilty of couriers.
All our shipments are tracked, you'll receive the tracking code of your order, right after its departure from our shop!
For Extra Europe destinations, we usually ship with Express tracked postal service. Please be advised that there could be sometimes slowdowns in shipping, due to the availabilty of couriers.
Shipment Table
| Country | Shipping Cost |
Free Shipment Available for Orders over 59.99 Euro |
| Albania | 24.99 Euro | No |
| Austria | 5,99 Euro | No |
| Belgium | 4,99 Euro | Yes |
| Bosnia and Herzegovina | 19.99 Euro | No |
| Bulgaria | 9.99 Euro | No |
| Canada | 24.99 Euro | No |
| Croatia | 6.99 Euro | No |
| Cyprus | 14.99 Euro | No |
| Czech Republic | 6.99 Euro | Yes |
| Denmark | 6.99 Euro | No |
| Estonia | 9.99 Euro | No |
| Finland | 5.99 Euro | Yes |
| France | 4,99 Euro | Yes |
| Germany | 4,99 Euro | Yes |
| Greece | 5.99 Euro | Yes |
| Hungary | 6.99 Euro | No |
| Ireland | 6.99 Euro | Yes |
| Italy | Free | Yes |
| Latvia | 6.99 Euro | No |
| Liechtenstein | 29.99 Euro | No |
| Lithuania | 4.99 Euro | Yes |
| Luxembourg | 4.99 Euro | Yes |
| Malta | 9.99 Euro | No |
| Monaco | 4.99 Euro | Yes |
| Montenegro | 19.99 Euro | No |
| Norway | 24.99 Euro | No |
| Poland | 5.99 Euro | Yes |
| Portugal | 5.99 Euro | Yes |
| Netherlands | 4.99 Euro | Yes |
| Romania | 4.99 Euro | Yes |
| Slovakia | 4.99 Euro | Yes |
| Slovenia | 4.99 Euro | Yes |
| Spain Peninsula And Baleari Islands | 4.99 Euro | Yes |
| Sweden | 6.99 Euro | No |
| Switzerland | 24.99 Euro | No |
| United Kingdom | 6,99 Euro | Yes (Available for orders over 99.99 Euro) |
| United States | 49.99 Euro | No |
CUSTOM FEES FOR EXTRA EU COUNTRIES
Since we ship from Italy, if you live in an extra EU country (Like UK) it's possible you'll have to pay custom fees to import the product in your country. In no way we are responsible for this and Penguin's Crown will not pay custom fees you'll refuse to pay. If we receive a product back for which you refused to pay custom fees the product will remain legally yours, and when asked we'll re ship it to you. In case we incur in extra expenses for your refusal, we'll make all the possible to retrieve the amount we unjustly had to pay.
It is responsibility of the Extra EU customer to know the local laws regarding custom fees and his/her responsibility to pay them
RETURNS AND REFUNDS ABOUT PRODUCTS DEFECTS
If a product you received shows some damage, contact us with the form on our site and attach a photo showing clearly the damage within 7 days from the reception of the package. You can do this process in the case of clearly visible production defects of a figure or product, we'll find in every way possible to help you offering you a return and refunds on a case by case basis. Before shipping a product we accurately check it.
Returns are accepted if the defects are related to the actual product, not to damages to the BOX of the product.
As for videogames, we cannot give refunds of games that can be activate through codes.
BOX CONDITION AND "BOX PROTECTION" PROGRAM
Before shipping a product we accurately check the box, in order to see its condition. In case of medium or severe damages, we'll offer automatically a refund through Store Credit of 5% of the value of the product for Medium Damages and 10% for box with severe damage.
In EVERY CASE, if possible, before shipping a damaged box product we'll reorder another figure with a perfect box, if available from our suppliers and then ship the perfect box to you.
In some cases, like in case of a rare products, this can't happen because sometimes rare or very expensive products are hard to find, so we would like to offer this service as compensation in case of damaged boxes we detect.
It's not possible to ask for a partial refund for a damaged box. It's a partial refund we offer automatically.
Obviously if a product is signaled as "BOX DAMAGED" in the title, this program doesn't apply.