Refund policy

Refund Policy

We want you to be happy with every figure you receive. If something isn’t right, contact us at cs@moe-moe-japan.com and we’ll sort it out.

Shipping questions
If you have any questions about shipping for your order, such as delivery address, costs or combining items, please contact us within 7 days of placing your order.

Returns
You have 30 days from receiving your item to request a return. Items must be unopened, unused and in their original packaging. To start a return, email us with your order number and we’ll send you instructions. Unless the item is faulty or we sent the wrong one, return postage is paid by the customer.

Your right to cancel (UK and EU customers)
You can cancel your order for any reason within 14 days of receiving it. Let us know within that time, then return the item within 14 days of telling us.

Pre-orders
Pre-orders can be cancelled for a full refund up to 9 days before the pre-order deadline shown on the product page. If you need help with a pre-order after that, please get in touch and we’ll do our best.

Damaged, faulty or wrong items
Please check your order when it arrives and contact us as soon as possible, with photos, if anything is damaged, faulty or not what you ordered. We’ll offer you a replacement or a full refund, including postage.
If only the outer box is damaged and the figure itself is fine, let us know anyway. Where it suits you, we can offer a partial refund so you can keep the item.

Refunds
Once your return is approved, or once we receive the item back, we’ll refund your original payment method within 10 business days. Your bank or card provider may take a few extra days to process it.

Payment disputes
If there’s a problem with your order, please contact us first. We can usually resolve it faster than a bank dispute.