Frequently Asked Questions

Browse the archive, add the piece you love to your cart, and check out with your shipping address and payment details. You'll receive a confirmation email with your order number right away. All transactions are processed securely.

All orders are final once placed. Most of our pieces are in limited supply, and we begin preparing your order immediately to preserve its condition. If something urgent comes up, contact us within 24 hours of purchase and we'll do our best — though we can't guarantee changes at that stage.

If your earlier order hasn't shipped yet, contact us right away — when possible, we'll pack your orders together. Shipping is always calculated from the total weight of the parcel and your destination, so the rate is recalculated for the combined shipment. The simplest way to save is to gather everything you want in a single order before checking out.

All major credit and debit cards (Visa, Mastercard, American Express), PayPal, and the other options shown at checkout. Prices are displayed in USD.

Our support runs entirely through the contact form; it is the only channel our team monitors and replies to. Email sent directly to our corporate or notification addresses is not monitored and cannot be answered. The form asks for your order number and the email address you used at checkout, which lets us verify you as the purchaser and reply within 2 business days (Japan Standard Time).

Shipping is calculated from the total weight of your parcel and your destination country, and the exact cost is shown at checkout before you pay — no hidden fees. We don't offer free shipping: instead of padding item prices, we charge the actual cost of getting your parcel safely from Tokyo to you. Because the rate is based on one parcel's weight, ordering several items together is usually more economical than placing separate orders.

Every order ships from our Akihabara, Tokyo location. Two timeframes to keep in mind:

• Handling: in-stock items are dispatched within 1–10 business days of payment. Pre-orders ship between the official release day and 5 business days after release.
• Delivery after dispatch: Japan Post / Orange Connex 10–21 business days; FedEx / DHL 3–7 business days.

Actual times can vary with weather, customs, or carrier conditions. You'll receive a tracking number by email the moment your parcel is handed to the carrier.

Orders are dispatched in sequence by our fulfilment team, which operates every day including weekends and Japanese national holidays, and every order is scheduled to leave within the published handling window: 1 to 10 business days for in-stock items, and between the release day and 5 business days after release for pre-orders. Because dispatch follows the daily packing queue, an exact day cannot be promised in advance, and status inquiries within the window receive the same handling window as the answer. Your tracking email is sent the moment your parcel is handed to the carrier. If 10 business days have passed since payment and no tracking email has arrived, please reach us via the contact form.

United States: we collect import duties and taxes at checkout and remit them through our carrier, so nothing extra is due when your parcel arrives (an arrangement often called DDP). For customs purposes the recipient remains the importer.

All other countries: import duties, taxes, and customs fees are not included in our prices or shipping fees and remain the buyer's responsibility. We recommend checking your local customs office before ordering.

We declare every shipment accurately and in full compliance with international regulations — we never under-declare values or mark parcels as gifts.

For some shipments, customs or the carrier (FedEx, DHL, your postal service) needs information that only the recipient can provide, such as proof of identity or a tax identification number. If that happens, please respond by the deadline they give. Storage periods are short, sometimes around one week, and unanswered requests can lead to the parcel being returned or disposed of. If a request reaches us instead, we forward it to your order email within 2 business days, so please keep an eye on your inbox (including spam) until delivery.

It's rare, but possible. It usually happens when a required document or reply wasn't provided in time, or when an item can't be imported at the destination. If a parcel comes back to us, we refund it after inspection, minus the costs and the restocking fee disclosed in our Refund Policy. If a parcel is destroyed or seized and never comes back to us for reasons on the buyer's side, we're unable to refund it. Full details are in our Refund Policy.

Yes, please. Most collectibles clear customs without any issue, but import rules differ by country and can apply to specific goods such as batteries, watches, or electronics. Checking before you order is the buyer's responsibility, and your local customs office can confirm the rules that apply to you. See our Terms of Service for how import responsibilities are shared.

We ship to most countries worldwide — destination availability is confirmed at checkout, and if your country isn't listed, contact us and we'll look into it. Every parcel travels with full end-to-end tracking, sent to you by email at dispatch.

We accept returns within 30 days of delivery when an item significantly differs from its listed condition or description. Since the collection consists largely of unique pre-loved pieces, please review the photographs, condition grade, and curator's notes carefully before ordering — and ask us anything beforehand. Returns aren't accepted for items that match their listing.

Contact us via the contact form within 30 days of delivery with your order number, a description of the discrepancy, and clear photographs. We'll respond within 2 business days with next steps. Please don't return anything without prior authorization — unauthorized returns can't be processed.

For claims about transit damage, an empty box, or a missing/swapped item, a continuous unboxing video — from sealed parcel to the issue — is our required evidence standard, and claims of that type may be declined without one (or equivalent convincing evidence where filming genuinely wasn't possible). For ordinary condition-mismatch returns, clear photographs are enough.

Filming a short video whenever you open a parcel is the easiest way to stay fully covered, and it makes carrier claims dramatically faster.

Our curators inspect every piece before listing and grade it on a six-step scale: New / Mint / Excellent / Very Good / Good / Acceptable. The full definitions are in the guide just below this FAQ, and every product page carries the item's grade with any notable details in the curator's notes.

We stock genuine licensed merchandise only. Our team has sourced collectibles in Akihabara for years and inspects manufacturer markings, packaging, materials, and provenance on every piece. Anything that doesn't pass verification is never listed. If you ever believe an item isn't as described, contact us immediately — we'll investigate thoroughly and make it right if confirmed.

Pre-loved and vintage collectibles are by nature limited in supply — once a piece sells, we can't promise it will appear again. Add pieces you're watching to your Favorites (the heart icon), and keep an eye on Just Arrived — we add freshly sourced treasures every week.

We welcome sourcing requests. We can't promise availability, but knowing what you're hunting for guides our curation in Akihabara. Send the details — series, character, item type — via our contact form (choose “Sourcing request”).