Frequently Asked Questions

My Account

All online accounts are free and enable you easily view your order status and order history 24/7. Accounts are also required in order to login and view pre-order statuses.

*Online accounts are not created automatically when you make a purchase

Or

  • Visit the home page and click "Login/Register My Account" in the top banner and click "Register" underneath the heading New Customer.

If you have shopped with us before and checked out as a guest, we recommend you create your new account using the email address used from your very first order to show and include all your order history.

Visit this link to direct you to the login page https://ukiyokumo.com/account/login

Or

Visit the home page and click "Login/Register My Account" in the banner above the image carousel, enter your credentials and then click “Sign In”

  • First, make sure you have an account. They are not created automatically so if you never created one then you do not have an account
  • Try resetting your password by clicking here https://ukiyokumo.com/account/login, enter your credentials, and then click “forgot your password”
  • If login issues persist, please contact support@ukiyokumo.com for assistance

Orders

Login to your account and select (click) the order number within your order history to display available status information. Each item's status will be listed directly below the product name.

If you do not already have an account with us or did not set one up at the time of purchase, please visit the link below on how to create one.

https://ukiyokumo.com/pages/order-status

Together with our industry partners we do our best to keep release date information updated and accurate, however, indicated release dates are still to be considered estimates and not firm arrival dates and may be subject to changes and/or delays.

Encountered changes and/or delays for your product(s) are not exclusive to Ukiyo Kumo and are generally due to national, country, or worldwide circumstances.

For more in depth information about pre-orders, please visit https://ukiyokumo.com/pages/pre-orders 

The notification status "delayed" means there is a setback with the supply chain or other logistical component and additional information is pending. In some cases, delays may result in a release date change. Please note that any product encountering a delayed status is not directly isolated or unique to only Ukiyo Kumo.

As a reputable and genuine seller we purchase only directly from the manufacturers' global supply chain to ensure 100% product authenticity, therefore delays are generally subject to an entire geographical region (i.e. United States, North Amercia).

  • Fulfilled: Your order has been picked, packed, and shipped and is marked complete
  • Unfulfilled: Your order is still undergoing the fulfillment process and has not yet shipped
  • Partially fulfilled: Only select items from your order have shipped
  • Locate either your order or shipment confirmation email and click the "View your order" button.

OR

  • Login to your account and identify/select the order number from within your order history

You may update/change your order’s shipping address by emailing support@ukiyokumo.com from the email address used at the time of purchase.

It is the customers’ responsibility to ensure with accuracy that the address provided is correct at the time of order placement. Refunds or product replacements will not be provided for items shipped to old or incorrect addresses.

In an effort to alleviate any friction or delay in shipping orders as soon as products become available, pre-order products are charged in full when your order is first placed.

If your order has not been marked and prepared for shipment, you may request to cancel your order by contacting us with your order number. Note: Promotional coupons and/or discounts applied will not be included with any refunds.

We accept most major credit cards (i.e. Visa, MasterCard, American Express), and other forms of payment such as Google Pay and PayPal. Payment plan options may be available and are subject to their own terms and conditions set forth by the payment plan provider.

International orders must submit payment using PayPal only.

Yes, however, PayPal is the only accepted method of payment and must be fully eligible for buyer & seller protection as deemed by PayPal. For more regarding our international shipment policy please visit https://ukiyokumo.com/pages/international-policy.

Generally, no, the buyer/receiving party is fully responsible for all coordination effort costs and any applicable import fees and taxes subject to individual country importation laws once items/products leave U.S. boundaries.

Payment Plans

Partial.ly is an automated, custom payment plan (pay-over-time) 3rd party service providing enhanced payment flexibility for large one-time purchases.

First sign up and create a free account. Click here


Then, on qualifying orders, simply choose your down payment amount and payment plan duration.

Once your final payment has been made, your order will be cleared to ship.*

  • Create a free account Click Here 
  • Add items to your cart
  • Open your shopping cart – DO NOT go to the checkout page
  • Select the 'Payment Plan with Parital.ly' button under Order Summary, NOT the standard 'Proceed to Checkout' button
  • Enter your requested information
  • Customize your payment plan
  • Follow the steps to submit your down payment

To qualify for a payment plan, your order's sub-total (amount before tax & shipping) needs to be $150 or more.

Note: Discount codes are not valid when opting to use a payment plan.

Your order will ship once your final payment has been made.*


*Orders containing multiple items will ship once all items are in stock and pre-order items will ship after products are released and received at our facility.

A minimum of 25% of the total purchase price.

That's the best part, you can choose a pay-over-time plan anywhere between 2 to 6 weeks.

Payments are automatically charged either weekly equal to the number of weeks chosen in your payment plan or every 2 weeks until the balance is paid in full. You choose!

Yes, you can make manual (additional) payments at anytime by logging directly into your Partial.ly account.

Refunds are applied separately equal to the individual payments paid.

No, Partial.ly does not perform credit checks and instead relies on users to have a valid credit card to process scheduled payments.

Your order will be canceled and all previously made payments will be individually refunded except for a 10% non-refundable fee of the original purchase price.

After three declined payment attempts throughout the course of your repayment your order will go into default. As a result, your order will be canceled and your previously made payments will be individually refunded except for a 10% non-refundable fee of the original purchase price.

Products

Yes, all products are licensed, 100% authentic, and purchased directly from the manufacturers’ supply chain. We do not sell any bootleg or counterfeit products.

All products are new, unused, and to be considered in standard condition unless noted otherwise. Standard condition implies that perfect box disposition is not guaranteed and may, in some cases, contain shelf wear, minor flaws such as creases or other imperfections. These instances do not warrant a return or any compensation. All products are manufacturer sealed (if applicable) and unopened. If you are a high-grade collector, please contact us prior to your purchase if you are in search of exclusive collector grade items.

If your product arrives with a manufacturer defect, please contact us directly with pictures and an explanation in detail of the issue. We will work with you closely to develop and present a claim on your behalf with the manufacturer and work towards the goal of having the issue corrected. Please note that manufacturer claims can take weeks or even months to complete the entire life cycle of the claims process, which may include return shipments both to and from Japan, in which desired outcomes are not always guaranteed.

In addition, in some cases there is also the possibility of manufacturer flaws which may be present on your new figure. Depending on the severity of the flaw and it's original release date, the manufacturer may not offer support for all concerns. This includes, but is not limited to:

  • Paint transfers
  • Discoloration
  • Degradation
  • Ability to stand upright
  • Joints or pieces not staying connected


Please understand that neither the manufacturer nor Ukiyo Kumo will be able to replace or refund items containing general flaws as mentioned above.


For more assistance please contact support@ukiyokumo.com

Shipping

Yes, shipping confirmation emails are sent the moment your item ships. Included in the email will contain details for method and carrier used along with an applicable tracking number.

Pre-order arrival times vary and will ship after their arrival to our facility once they are released as specified by the month on the product page. If your order contains multiple pre-order items, it will ship once all items are released and become available. If you wish for your order to be broken up into multiple shipments, please contact us to discuss arrangements. Additional shipping fees may apply.

Please keep in mind release dates are estimates and not firm arrival dates and may be subject to changes and/or delays. Encountered changes and/or delays for your product(s) are not exclusive to Ukiyo Kumo and are generally due to national, country, or worldwide circumstances.


Login to your account to see the most recent information we have about your product's status https://ukiyokumo.com/account/login.


For more in depth information about pre-orders, please visit https://ukiyokumo.com/pages/pre-orders 

Your order will ship once all items in your order become available unless you have paid for separate shipping at the time of checkout. If you did not pay for separate shipping and wish for your order to be broken up into multiple shipments, please contact us to discuss arrangements at support@ukiyokumo.com. Additional shipping fees may apply.

In stock items are ship as soon as possible in the order in which they are received. Typical shipment windows are between 1-3 business days from order placement and in extreme cases with heightened order volume it may take up to 5 days or more for your item to ship.

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