Shop Operations & Contact

Q. Do you have live chat support?

 A.

Unfortunately, we do not have any live chat support services at this moment.

Q. What are the available languages?

 A.

We would like you to communicate with us in English; however, we can accept German and French.

Other languages may be accepted in some cases; however, they will take longer days and might cause communication errors.

Q. I have a defective product.

 A.

Regarding issues about products, please ask to Good Smile Company's customer support here:
https://support.goodsmile.com/hc/en-us

Even if you purcahsed from our Online Shop, inquires about delivered products (except of cancels which ruled in the Refund Policy) will be handled by Good Smile Company's customer support.

When you submit the form, please prepare purchasing evidences (such as confirmation e-mail and/or invoice), then your case will be handled as same as other official online shops.


Preorders

Q. How my preorders works?

 A.

  1. When you click "Pre-order" and submit your required credentials, we receive your pre-order and put your quantity into our production queue. You will not pay anything at this time, and actual additional costs, such as shipping costs or VAT, do not appear. At this moment, as your pre-orders are not listed on your account, please be careful to keep pre-order confirmation email.
  2. Once the product is ready, you will receive notification email with payment instruction. You can find additional costs through the process instructed.
  3. When you complete credential submitting and payment process, then we place your order into the shipment queue. It will be shipped within a couple of business days.

Q. When is the product ready?

A.

Please refer to 'Specification' section in each products' page.

In case the delivery is delayed or moved forward from estimated, we will inform at Information.

Q. Can I check preorders I placed?

A.

As described above, currently you cannot find your pre-orders on your account page, so we strongly recommend you to keep the confirmation e-mail.

Insteadly, you may find a link in the confirmation e-mail or from here, you can access pre-order portal page. After 2-step authentication with your email address that which registered at the pre-order, you can find your pre-orders on the portal.

Q. Is my previous preorder which placed in beta-open (in 2022) still valid?

A.

Of course yes. Your previous preorder is still valid, and you may check it via the confirmation e-mail and/or pre-order portal as avobe. 

Q. How is my previous preorder which placed at Japan Expo 2022?

A.

It will be handled at the grand opening of our Online Shop, and you will get almost the same procedure as normal pre-orders described above.

We feel truly sorry about this situation.


Payment and Shipment

Q. Shall I pay importing costs?

A.

Generally, the place of shipment is Luxembourg, and we may ship from other EU countries in rare cases.
  1. If you are in EU residence, you will not owe to pay any importing costs, according to the EUCU.
  2. If you are non-EU European residence (such as UK, Switherland, or Norway), you may owe to pay importing fees. We will ship with usual and duly way, so it depends on custom-house of your country.

Q. How is the shipping costs?

A.

The shipping cost is charged at Check Out.

The rate may vary for some exceptions (such as a huge product) but usually it is EUR 15 or less for all European countries. We should also offer economic shipment rate with lower price. Our shipping rate are not yet defined but it should follow the shipping rate generally found in most e-commerce within EU.

Q. Shall I pay VAT?

A.

Yes. VAT is calculated at Check Out, based on your residence country.