What to do in case of defective products

Please fill out the inquiry form and provide the necessary information if you receive a defective product.

Please check below to see if your product is eligible for customer support service.

Products eligible for customer support

In order to handle your inquiry promptly, please check the entire product and send us all the photos of the defective parts in one contact.

We will only exchange or replace the defective parts, no brand new products will be provided.

＜Necessary Information＞

The name of the defective part or its alphabet code (please refer to the instruction manual)
Photo of the defective part(s)
Receipt/invoice/screenshot of order history (with your name and address on)

We will reply and inform about the exchange procedures after confirming the above information.

There are two methods that we make use of to exchange defective parts. Please note that you are not able to specify which method you prefer.

We send out replacement after customers have sent back the defective parts
We send out replacement and then arrange DHL or FedEx to pick-up the defective parts. (we will inform you if there is no need to return the defective parts)

Related FAQ:

If there is a missing part or the product is incomplete

If there is a missing item in the contents of the Nendoroid series or plastic model products, we will treat it as a product defect.

Please fill out the inquiry form and provide the following information.

The alphabet code of the missing part (please refer to the instruction manual)
A photo of the whole product set you have
Receipt/invoice/screenshot of order history (with your name and address on)

We will reply and inform about the exchange procedures after confirming the above information.

How to Track Replacement Parcels

You will receive an automatically sent email with the tracking number included after shipment. Please enter the tracking number on the tracking system of Japan Post or the postal service websites of your country/region to confirm the current shipping status of parcels.

Notes

We will only exchange or replace the defective parts, no brand new products will be provided.
Stains or scratches that occur in areas that do not affect appearance (e.g., foot sole of the scale figure, which is completely hidden when the figure is assembled) may not be eligible for support.