Return & Refund Policy
Order Cancellations
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.
Returns
As a general rule, all figure sales are final once an item has been opened. 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 may be required in addition to photo evidence.
Please do not send your purchase back to the manufacturer, otherwise a refund or credit cannot be issued. Any return packages not being sent with a prepaid label and do not have a Return Authorization (RA) Number will be refused and returned to sender.
All accepted return item(s) are subject to inspection prior to release of refund(s) and those that do not comply with our polices may be rejected or subject to a restocking fee of 10% or more depending on severity if returned in poor condition.
Please contact support@ukiyokumo.com for all return inquiries.
Refunds
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.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
Refunds will be processed less outgoing shipment charges and a credit will be applied to your original method of payment.
Authorized refunds will typically be processed within 3-5 business days.
*Depending on your institution, payment method, and day of the week it can take up to an estimated 10-days or longer for returned funds to post to your original form of payment after processing.
Damage, Theft, and Lost Claims
Ukiyo Kumo shall not be held liable or responsible for the actions resulting in damage, theft, or lost by shipping and delivery carriers. However, if your package is subject to one of these unfortunate events remedy options may still be available to you. All claims must be filed within 30 days from the shipment date of your item including if your item has still not been delivered. Please continue reading below.
Damage sustained to the outer product box (art box) or carton does not qualify as actual product damage and cannot be exchanged. Product damage only relates to the actual physical item inside (e.g. figure, statue, model, etc.) the carton which must be validated.
Note: USPS requires a waiting period for all damage and lost claims of 15 days from the original mailing date as shown here.
Items purchased on or before August 31, 2021
All claims must be submitted within 30 days of the shipment date.
If your item is damaged by shipping company upon arrival to you, photo evidence is required of the originally shipped package and associated product damage so we can initiate the claims process.
The claim will then go under investigation by the shipping company and their ruling/findings will stand. Approved claims may either result in an exchange or reimbursement if no longer available.
Please contact us immediately for all such claims at support@ukiyokumo.com.
Items purchased on or after September 1st, 2021
All claims must be submitted within 30 days of the shipment date.
All transactions on or after 09/01/2021 fall under the policies of package protection and insurance provider ROUTE! Please note that no claims can be filed within 5 days or less of being marked as delivered. Route's general guidelines and information can be found here.
To File a Claim:
Step 1. Check your original order confirmation to make sure you purchased Route package protection. If you did not, you will need to contact the shipment carrier.
Step 2. Simply head over to https://claims.route.com/
Step 3. Enter the email address used on your order along with the order number including the # symbol.
Step 4. Follow the workflow to file your desired type of claim (this option will not be available if you are attempting to file a claim within 5 days or less of being marked as delivered)
Non-returnable items:
- Pre-order items are considered FINAL SALE and non-returnable once they have been delivered
- Worn or washed Apparel and Clothing items
- Any item listed as non-cancellable or non-refundable
- Items wanting to be returned due to box imperfections
- Gift cards, and Manga
Defects, missing, broken items or parts
Ukiyo Kumo does not provide direct product exchanges for defective, missing, broken items or parts.
If your product arrives with a manufacturer defect, missing, or broken items (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.
Depending on where your product was sourced through our supply chain will determine how a product claim needs to be filed. NOTE: Select manufacturers require claims to be filed directly by the end user (the customer) and others require us as the vendor to file claims for you.
Either way, we will then work with you develop and present a claim with the manufacturer and work towards the goal of having the issue corrected which may result in a replacement of the item or specific parts/pieces at the manufacturers discretion.
Please also keep in mind most products are limited production runs and surplus supply is not always available for replacement. In some cases defect claims can take weeks or longer to complete the entire life cycle of the claims process and desired outcomes are not always guaranteed.
Product flaws
General flaws (not defects) do not warrant a product exchange direct with Ukiyo Kumo. Keep in mind a majority of the items sold at Ukiyo Kumo involve human touch and are partially done by hand and may result in slight variations that may be present on your new figure.
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.
Return Shipping
To return a product, you must first obtain a pre-paid shipping label or Return Authorization (RA) number from one of our customer support members to ensure it can be properly tracked, sent, and accepted at the correct location.
It is the buyers responsibility for shipping costs in returning an item unless it has been deemed defective and arrangements are made. If a prepaid shipping label has been provided for non-defective items because you changed your mind, simply the cost of return shipping will be deducted from your refund upon processing.
When shipping returned items, tracking information and shipping insurance is recommended. Sometimes things happen and we cannot guarantee that we will receive your returned item. If your item is not received, a refund will not be issued.
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 up to 14 days before your refund posts to an account
If you have verified the above and still have not received your refund yet, please contact us at support@ukiyokumo.com.
Exchanges
Replacements are only available upon direct approval and expressly at the discretion of the manufacturers and distributors for opened items containing defects. All exchanges are subject to approval and inspection prior to releasing and shipping replacement item. Please contact support@ukiyokumo.com for additional guidance if necessary.
Clearance items
Only regular priced items may be refunded, unfortunately clearance items cannot be refunded and are considered final sale.