Frequently Asked Questions

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

• Visit https://ukiyokumo.com/account/register to direct you to the register page

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 Customer Support for assistance

Please see item product page directly for estimated arrival month. Upon final arrival at our facility an email will be sent to notify all purchasing customers. Additional information about arrivals for items will also now be listed on our Incoming Arrivals page located in the footer of our website as shown here https://ukiyokumo.com/pages/arriving-pre-orders which indicates shipment from suppliers is pending.

If an item is not listed, no new information has been received from our suppliers and partners. We encourage you to check back occasionally for updates which will occur each time we are notified with additional shipment information.

Together with our industry partners we do our best to keep release date information updated and accurate, however, indicated arrival dates are still to be considered estimates and may be subject to changes and/or delays. Please also note that not all countries, regions, or retailers receive there items at the same time.

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 

• 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. Updating your profile within your online account does not update individual order addresses. Please reach out to us as soon as possible in the event you need to make a change!

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 exchange for occasional allowable discounts and an effort to help alleviate any friction or delay in the shipping process as items become available, pre-order products are charged in full when your order is first placed.

Pre-orders cannot be cancelled. Pre-orders are either specifically allocated which we become responsible for or are manufactured to order and therefore cannot be reversed once placed with the manufacturer and/or distributor.

If your order is an in stock item and 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.

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.

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.

Defects, missing, or broken parts

If your product arrives with a manufacturer defect, missing, or broken parts, please contact us directly with detailed pictures and an explanation of the issue no later than 10 days after arrival as indicated by your tracking number. Please see our entire policy and procedure on our Return/Refund page here. 

Product flaws

In some cases there is also the possibility of general manufacturer flaws which may be present on your new figure that was overlooked during the QA phase of production. Depending on the severity of the flaw and product'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 Ukiyo Kumo will not be able to replace or refund items containing general flaws as mentioned above and will be subject to the manufacturers discretion.

Should you encounter a flaw which you believe may be questionable, for assistance please contact support@ukiyokumo.com.

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.