To be eligible for a return, items must be in new and unopened (manufacturer sealed) condition.
All items being returned must be post-marked within 30-days from the original purchase date and use a shipping service with tracking information. To complete your return, a receipt or proof of purchase and Return Authorization Number is required. Photo evidence may also be required. Please do not send your purchase back to the manufacturer, otherwise a refund or credit cannot be issued. Any return packages without a Return Authorization Number will be refused and returned to sender.
If your item is damaged by shipping company upon arrival to you, photo evidence is required of the originally shipped package and associated damage so we can initiate the claims process. Please contact us immediately at firstname.lastname@example.org.
Replacements may be offered if item is still available and in stock, otherwise a refund to the original payment source or store credit may be issued. All accepted return item(s) are subject to inspection prior to release of refund(s).
Pre-order items are considered final sale and non-returnable once they have been delivered.
Items wanting to be returned due to box imperfections, Gift cards, and Manga.
If your product arrives with a manufacturer defect or damage, please contact us directly with pictures and an explanation in detail of the issue no later than 10 days after arrival as indicated by your tracking number. 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.
Most figure products are limited runs and surplus supply is not always available for an exchange. Please note that manufacturer defect claims can take weeks or longer 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 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
- 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 email@example.com
To return a product, you must first obtain a Return Authorization number from one of our customer support members to ensure it can be properly traced and sent to the correct location.
It is the buyers responsibility for shipping costs in returning an item unless deemed defective. If a prepaid shipping label has been provided, the cost of return shipping will be deducted from your refund upon processing.
When shipping return items, tracking information and shipping insurance is recommended. Sometimes things happen and we do not guarantee that we will receive your returned item. If your item is not received, a refund will not be issued.
Original shipment costs cannot be refunded once an item has shipped. All outgoing shipment fees are both paid and collected by the shipment carrier and are considered non-refundable because the funds no longer belong to Ukiyo Kumo Ltd.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed less outgoing shipment charges and a credit will automatically be applied to your credit card or original method of payment within 1-5 business days.
In regards to a cancelled or pre-orders that can no longer be fulfilled, a credit will automatically be applied to your credit card or original method of payment within 1-5 business days.
Late or missing refunds (if applicable)
If you haven’t received an authorized refund:
- First, check your bank or credit card account again
- Contact your bank or credit card company; often times the credit is pending and may take several days before your refund posts to the account
If you have verified the above and still have not received your refund yet, please contact us at firstname.lastname@example.org.
Replacements are only available upon approval. If an exchange has been authorized, a Return Authorization number and return shipping address information will be provided. All exchanges are subject to approval and inspection prior to releasing and shipping replacement item.
Only regular priced items may be refunded, unfortunately clearance items cannot be refunded and are considered final sale.