This article provides answers to frequently asked questions for customers in Group C.
Applicable to: Customers who meet the following condition(s)
Regardless of any specific period: some (no more than 202) of the 5,356 customers among all customers who placed orders with the Good Smile Company Online Store by shortly before 11:00 p.m. JST on 22nd October 2026, where shipment processing for those orders had not been completed.
The orders that may have been exposed are a subset (up to 202 orders) of 7,774 orders among all orders whose shipment processing had not been completed at that time. The system’s specifications allowed us to establish that some 202 of the 7,774 orders placed by 5,356 customers may have been viewed, but we could not identify which 202 orders may actually have been viewed.
Information that may have been exposed
- Shipping and/or billing names
- Shipping and/or billing addresses
- Shipping and/or billing telephone numbers
- Email address
- Order details
- Amount
- Payment method
* ”Payment method” refers only to whether payment was made by credit card or PayPal. It does not include specific details of those payment methods, such as credit card information or bank account information.
FAQ
1. Could my information have been exposed if I placed an order using a payment method other than a credit card?
For affected orders, order information may have been viewed and exposed regardless of the payment method.
2. I received an individual email about the possible exposure of my order information. Does that mean my order information was exposed?
Receiving the email notification regarding the possible exposure means that there is a possibility that your order information may have been viewed, however, it does not guarantee or confirm that a specific order’s information was exposed. The system prevents us from identifying which specific orders were affected.
The orders that may have been exposed are a subset (up to 202 orders) of 7,774 orders among all orders received shortly before 11:00 p.m. JST on 22nd October 2026. The system allowed us to establish that some 202 of the 7,774 orders placed by 5,356 customers may have been viewed, but we are not able to individually identify which 202 orders may actually have been viewed.
We have therefore contacted all 5,356 customers who placed the 7,774 potentially affected orders separately by email.
Even among customers who received an email, 7,572 of the orders were not affected by the exposure of personal information. We sincerely apologize for the anxiety and concern caused to so many customers, and for the delay in reporting while we repeatedly investigated to see if we could identify the 202 orders that may have been viewed.
Email subject line:
- [Important] Notice and Apology Regarding Possible Exposure of Order Information Due to Unauthorized Access to Our Online Store
3. If I paid by credit card, could my credit card information also have been exposed?
We understand that there is no possibility that your credit card information was exposed unless you fall into Group B.