Partial Reopening of the Good Smile Company Online Store – GOOD SMILE COMPANY Customer Support

Thank you for your continued support of our products.

We once again sincerely apologize for the significant inconvenience and concern caused by the unauthorized access to the Good Smile Company Online Store’s administration system.

We are working with KDDI iret, our partner for this system, and an independent team of security specialists to prevent recurrence.

The Good Smile Company Online Store, which was temporarily closed following the unauthorized access, will partially reopen on Friday, 6th November 2026.

To ensure safety and provide an environment customers can use with confidence, we will first reopen the store for viewing product information only. Please refer to the information below for more details.

We apologize for the continued inconvenience. We will do our utmost to fully reopen the Good Smile Company Online Store as soon as possible with customer safety as our top priority.

1. Security Measures

We have restored the content of the Good Smile Company Online Store (the “Website”) from a backup to its state before the unauthorized access. As a result, it does not contain data that may have been affected by tampering or similar interference. We have also taken steps to prevent recurrence, including remediating vulnerabilities in the administration system and strengthening our management procedures.

Following these measures, an independent team of security specialists has determined that browsing the Website poses no risk of infecting customers’ smartphones, computers, or other devices with malicious programs such as viruses, or of customer information being obtained without authorization.

We will continue to introduce further measures to prevent recurrence, including strengthening our web application firewall (WAF) against cyberattacks and providing monitoring 24 hours a day, 365 days a year.

2. Plans for Restoring Other Features

In order to prioritize customer safety, the following Website features will remain unavailable until the independent investigation and security measures are complete:

My Account: all actions involving personal information, including logging in, changing passwords, and viewing or changing member information and order history
New account registration
Placing new orders
Adding products to the cart
Adding to, viewing, and editing the Watchlist

We are working with KDDI iret and an independent team of security specialists on the systems supporting these features to restore service. We will provide a further announcement once the reopening schedule has been decided.

As previously announced, customer information may have been exposed as a result of the unauthorized access that occurred around 20th October 2026.

Please read and review the notices below if you have not done so. If you belong to any of the customer groups whose information may have been exposed, please review the relevant steps you can take to protect yourself against scams and unauthorized credit card use.

3. Where to Order and Purchase Products

If you would like to order or purchase our products before the Website resumes accepting orders, please use the stores below.

■ Customers Residing in Japan

The GOOD SMILE STORE on Rakuten Ichiba will begin accepting preorders for new products on Friday, 6th November 2026.
Customers wishing to purchase products in Japan are encouraged to use our Rakuten Ichiba store or our partner shops.

For products whose order deadlines were scheduled to fall during the Website’s closure, we will set new deadlines for the 18th November 2026 and reopen preorders through our Rakuten Ichiba store.
Note: Certain products may have different preorder deadlines, and others are not included in this reopening of orders and will be offered again at a later date. For the preorder schedule of each product being reopened, please check its product page on our Rakuten Ichiba store.

■ Customers Outside Japan

Please use our official overseas stores or partner shops in your region.

Note: Good Smile Company Bonuses are available only for orders placed through official sales channels. Please check each store or product page for bonus availability and details.

4. Product Listings and Displayed Prices

Product information and prices displayed on the Website for the time being are intended for customers in Japan.

Product availability and prices may therefore differ for customers outside Japan. Please contact the overseas store you plan to use directly to confirm availability and actual prices.

5. Product Shipments

We will provide a further update on existing orders and upcoming shipment schedules once the details are confirmed.
Please rest assured that your orders will not be automatically canceled.

6. Contact Us

Our Customer Support team will be accepting inquiries as usual. If you have any questions or require any assistance, please contact Customer Support.
Please note that restrictions on member features and other functions may result in more time required than usual to check the details of your inquiry and for us to respond. We thank you in advance for your patience and understanding.

Good Smile Company Customer Support
Inquiry Form
https://support.goodsmile.com/hc/en-us/requests/new

Once again we sincerely apologize for the significant inconvenience and disruption this has caused.
Thank you for your understanding and cooperation.