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.
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 mare two methods that we make use of to exchange defective parts. Please note that you are not able to specify which method you want.
- 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).
If there is a missing part
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.