Are your products official?

All our products are official. If we ever stock an item that is unofficial, this will be clearly stated in the product name and description.

Are your products new?

All our products are new unless stated otherwise. We do have an affiliated eBay account where we occasionally sell second-hand items.

Can I cancel an order?

If the item is in stock and and it hasn’t been shipped yet, you are able to cancel the order. Pre-orders cannot be cancelled.

How do Pre-Orders work?

If you buy an item that is marked as pre-order, we will take the payment for the item upfront. On the product page there will be an estimated release date which is when the item is expected to be shipped from us to you.

Can I cancel a Pre-Order?

Unfortunately, we are unable to take cancellations for Pre-Order items at this time.

I’ve ordered an In-Stock item with a Pre-Order item, can these be shipped separately?

If you order in stock items along with your pre-order, we won’t ship your items until all of the pre-items arrive. If you want an in-stock item to arrive earlier please make a separate order for this item.

What if my Pre-Order is delayed?

If a pre-order is delayed, we will notify you of this via email and provide the new estimated shipping date.

Is my Pre-Order item guaranteed?

There is a small chance we'll be unable to secure your pre-order item. In this case we will contact you immediately and you'll receive a full refund. If you've ordered other items with the item we were unable to get, we will also offer the option to cancel the whole order.

When will my item be shipped?

Currently, we only ship out items one time a week. If your item is in stock and hasn’t been shipped within a week of your order, please get in contact with us. 

How long will it take to receive my item?

After being shipped, you should receive the item within 2-3 days. If you order hasn’t arrived in this time, please wait for a week to pass from the shipping date before contacting us. 

What happens if my item is lost or damaged?

In the event of an item being lost or arriving damaged, please get in contact with us via email or our contact form and we will discuss a resolution.

Do you ship worldwide?

Currently, we only ship within the UK. Hopefully we'll be able to ship abroad in the future!

How does your request form work?

If you submit a specific requested item, we will see if we’re able to source the item and notify you of the outcome. If you submitted a request for a certain series, we’ll look for what merchandise we can course for that series and notify you if these get added to the website.

I have a problem with my order, who do I contact?

If you have any issues with your order, please use our contact form or email us directly at contact@dearjapanshop.com.