Shop Operations & Contact
Q. Do you have live chat support?
A. Unfortunately, we do not have any live chat support services at the moment.
Q. I have a question about the Good Smile Company Online Store.
A. The Good Smile Company Online Store is operated by Good Smile Company, and this online shop is operated by Good Smile Europe.
We cannot provide any support about the Good Smile Online Store from our side, so please get in contact with Good Smile Company via their support site.
Q. What are the available languages/currencies?
A. When contacting us, English is preferred. Other languages may be accepted in some cases, but these can result in delays and could cause communication errors.
You can change the display language and currency of the website by using the menu in the top right corner, but this is only for reference purposes. All pages are machine translated and EUR is the sole available currency at checkout.
If there are any discrepancies, conflicts, or inconsistencies between the English text/EUR price and what you see in other languages/currencies, the English text and EUR price shall prevail.
Q. I have a defective product.
A. All issues regarding defective products are handled by Good Smile Company's customer support team even if you purchased from the Good Smile Europe Online Shop. Please note that the only available languages are English, Korean and Simplified Chinese.
For refunds and returns, please refer to our Refund Policy.
Q. I have to change my shipping address.
A. Please get in touch via the contact form to change your address.
Even you change your address from your account profile, this will NOT BE APPLIED to your existing orders, so they will need to be revised manually.
Accounts
Q. Can I delete my account on GSEOS?
A. Please get in touch with us via the contact form.
Preorders & Orders
Q. How do pre-orders work?
- Log in to your account to place a preorder.
- When you click "Pre-order", the payment screen with your shipping credentials and payment information will appear. Pre-orders will need to be paid for upfront. Any additional costs such as VAT and/or shipping are included. Upon completing payment, you will receive a confirmation email.
- When your pre-order is dispatched from our warehouse in China, you will receive a notification via email. You will then receive regular updates on the progress of the shipment as it makes its way to our fulfilment center in Europe.
- When your pre-order arrives at our fulfilment center, it will be dispatched as soon as possible. You will receive a tracking number when it has been passed to a courier service.
Q. When will my pre-order be ready?
A. Each product will be shipped from our warehouse in China after the release date. Please check the Good Smile Company website for any release date changes.
Q. Can I check what preorders I've placed?
A. All of your orders can be viewed from your account page, including pre-orders and inventory sales.
Q. Will I get a pre-order bonuses?
A. You will receive pre-order bonuses for applicable items during the initial pre-order period.
Pre-order bonuses are not guaranteed for in-stock items, but they will be included if stock is available.
Q. Can I combine multiple pre-orders into one shipment?
A. Items may only be pre-ordered one at a time. Combining multiple pre-order items into one shipments often causes delays and could ultimately result in shipping errors.
Q. How many products can I pre-order at once?
A. Unless specified otherwise, you can pre-order up to three pieces of the same product at once.
If you exceed this limitation, your pre-order may be cancelled.
Payment & Shipment
Q. Where do you deliver to?
A. Our service areas are as follows:
- European Union
- United Kingdom
- Non-EU European countries such as Iceland, Norway, Liechtenstein, Switzerland, and Vatican City
- Some Middle East & African countries, including the UAE, South Africa, and Egypt.
We currently do not ship to Belarus, Russia, Ukraine, or Israel. Some Balkan countries may also be unavailable due to logistical barriers.
You will be informed whether or not your country/region is in our sales area on the checkout screen.
We cannot deliver to anywhere other than EMEA countries (such as the USA and Korea) due to license agreements.
Q. Do I need to pay importing costs?
A. Shipments to EU countries generally do not incur additional importing costs.
That being said, you may need to pay importing fees if you reside in a non-EU European or ME&A country.
Q. How much is shipping?
A. Shipping costs are calculated at checkout. The rate varies depending on location and the size of the product.
Q. Do I need to pay VAT?
A. The display price for each product includes an approximate VAT amount, but the actual VAT will be calculated at checkout. If you are in the EU, this will be charged beforehand.
If you are a non-EU European or ME&A resident, VAT will be charged along with any import duties by the courier service upon shipment.
Q. What kind of payment methods are available?
A. Currently, only PayPal is available. We are working on adding credit card payment in the near future.
Q. My order is not shown on my order list even though I have completed the payment.
A. This may be a transaction error, so please get in touch with us via the contact form.
If your order is not shown on the order list, this usually means that we have not yet received payment.
Q. When will my order be shipped?
A. Pre-orders will be shipped out once products have arrived in our fulfilment center. In-stock orders are generally sent out within a couple of business days. You will receive a tracking number beforehand.
Major disruptions to shipments will be outlined as an Important Notice, but please be aware that not all disruptions can be foreseen.
Q. The status of my payment is still "Authorized" after purchase.
A. Payments are captured on a delay of 4-7 days to account for cancelations, so this is normal.