International Returns & Refunds Policy (US & Japan)
We want you to love your games and toys! Because we ship directly from the United Kingdom, international returns from the United States and Japan are subject to the specific rules outlined below.
1. 30-Day Return Window
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Customers have 30 days from the date of delivery to return an eligible item.
You must contact us within 14 days of delivery to notify us that you wish to make a return. Once your return has been approved, the item must be shipped back to us so that it arrives at our UK warehouse within 30 days of the original delivery date.
The return window is 30 days from delivery.
2. We do not offer exchanges. If you wish to purchase a different item, please return the original eligible item in accordance with this policy and place a new order. 3.Change-of-Mind Returns
- Restocking Fee: All change-of-mind returns are subject to a 5% restocking fee, which will be deducted from your final refund amount.
- Customer Cost: You are fully responsible for the cost of return shipping back to the United Kingdom.
- Tracking Required: Returns must be sent via a trackable international service (e.g., USPS Priority International, Japan Post EMS, DHL, or FedEx). We are not responsible for packages lost in transit.
- Condition: Items must be returned in their original, unopened retail packaging (shrink-wrap intact) and in perfectly resalable condition. Opened games or toys cannot be returned. For items returned from Japan, due to high retail standards, any box dents or torn seals will void the return eligibility.
4. Faulty or Damaged Items
- If your item arrives damaged or defective, please contact us within 7 days of delivery with photographic proof.
- We will provide a prepaid shipping label or issue a replacement/refund to your original payment method at no extra cost to you. No restocking fees apply to faulty items.
5. UK Customs & Declaration (Crucial)
- When mailing your return, you must clearly mark the outer packaging and customs declaration form in English as: "RETURNED GOODS – NO COMMERCIAL VALUE".
- If you fail to mark this and we are charged UK import duties/VAT to receive the package, the exact duty amount will be deducted from your final refund.
6. Refunds & Currency
- Original Fees: Original shipping charges and any local customs duties or consumption taxes paid at checkout are strictly non-refundable.
- Processing: Refunds are processed within 10 business days after our UK warehouse inspects and approves the return.
- Currency: Refunds will be issued to the original payment currency (USD or JPY) used at checkout. We are not responsible for fluctuations in bank exchange rates or foreign transaction fees levied by your card provider.