Unreceived and Damaged Orders
I haven't received my order, where is it?
18/04/20 - Please note due to the current situation regards COVID-19 there are reduced Royal Mail staffing levels in some areas. Increased delivery times may therefore be experienced in some cases. We would like to thank our customers for their patience and understanding in the event this affects your delivery.
If you have not received your order within 7 working days once shipped, please contact us to advise us of this (please allow up to 14 working days for non-European international deliveries). We are subject to Royal Mail policies and procedures in respect to any unreceived orders and as such, please note the following:
- We ship most UK orders via Royal Mail services which have a 2-3 working day timeframe for delivery and we cannot provide a refund/replacement for any missing/unreceived orders until 15 working days have passed since the item was due to be delivered. For international orders within the EU, this period is 20 working days after the item was due to be delivered. For all other countries, a 25 working day period applies.
- We must receive notification of an unreceived order within 80 days. We are unfortunately unable to offer replacement goods/refunds for any unreceived orders reported after this period.
For additional information, please visit the Royal Mail claims/compensation guidelines here.
I received my order, but some of the products are damaged. What can I do?
All of our orders are sent with adequate compensation to cover any damage/loss in transit. Please note that you must contact us to inform us of any issues, and not contact the courier directly as they will be unable to help you. To report any products damaged in transit, please use the link below to access our contact form and get in touch. Your message must include your order number, details of the products damaged and also the date the order was delivered. We can then advise regarding the next steps via e-mail.
Where products such as anime figures, food or manga are ordered alongside heavier items such as drinks there is a chance that the lighter products may be damaged in transit. Orders containing these heavier items amongst other items are more susceptible to damage even if well packed internally due to the potential for heavy items to move internally during in transit. We pack all orders in a manner which typically prevents any damage occuring, however, we cannot guarantee this will always prevent damage being caused in transit depending on the combination of products purchased. We may not be able to offer any compensation for orders where we determine that the damage has occured in transit due to the combination of products purchased.