Shipping policy

How shipping works
Most of our items are pre-orders, so their final size and weight aren’t confirmed until release. Shipping is charged at checkout using standard box sizes based on the type of item. You won’t be asked to pay more once the item is released.

Carrier
We ship with UPS, You’ll receive a tracking number by email as soon as your order is dispatched.

When your order ships
Pre-orders are dispatched once the item is released and arrives with us, usually within 7 working days of arrival. Release dates are set by the manufacturer and sometimes change. If your item is delayed, we’ll let you know by email.
In-stock items are dispatched within 7 working days.

Combining items
Items in the same order are shipped together once they’re all available, unless you ask us to send them separately. Separate shipments may cost extra.

Customs and import charges
Orders shipped outside the UK may be subject to import VAT, duties or handling fees charged by your country. These are paid by the customer on delivery.

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

Lost or damaged parcels
If your tracking hasn’t updated for 10 working days, or your parcel arrives damaged, contact us and we’ll open a claim. See our Refund Policy for replacements and refunds.