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Shipping and Return Policy

Shipping and Return Policy

Kotoeu.com ships within Europe and abroad from our warehouse located in Hong-Kong. Shipping and handling costs depend on several factors including the selected delivery option, the size and weight of the item, and where the order is being sent. Your total shipping and handling fee will be identified prior to final check out.

In the case of an order made on two pre-ordered products, the whole order's shipping will be made as soon as the latest product become available.

Shipping Options

Standard Shipping takes 10-15 business days to process (no weekend delivery; no P.O. boxes or APO/FPO). Our preferred carriers are EMS* (Express Mail Service) and Air Mail.

After an order is placed we will send confirmation to your e-mail address on file. Once your order is processed and shipped you will receive a second email containing tracking information (if applicable) to check the delivery status. If you have any questions during this process please e-mail us and include your order number in the subject field.

*We may be unable to provide EMS service for Non-European Union countries. In that case, we reserve the right to perform the delivery through Air Mail service. Please contact us for more informations about the shipping options for your country.

Kotoeu.com Return & Replacement Policy

Kotobukiya prides itself on the craftsmanship of all products we manufacture. You may return or request a replacement on items purchased directly from Kotoeu.com within 7 days of delivery if the received product present a production defect*. If the return or replacement is a result of our error such as a defect, damage or shipping error we will cover the cost of return shipping.

If a product is being returned for any reason other than those previously stated it must be in new, saleable condition with all factory seals intact and unbroken. All return shipping costs will be the responsibility of the customer. It is highly suggested that shipping insurance be purchased as we will not be held responsible for lost/misdirected deliveries. A restocking fee of 5.00 euros per product will be accessed on all non-defective/non-damaged returns. If you have any further questions, please e-mail us.

*Please note that eventual damages applied to the packaging during delivery such as scratches, dents, etc. will not be subject to return/exchange. Thank you for your understanding.

Replacement

You may request a replacement up to 7 days of receiving your order from Kotoeu.com if upon inspecting your purchase you find it to be broken or defective. Due to the limited and collectable nature of many of the products we carry a replacement may not be available at which point a refund will be issued. Prior to sending any defective or damaged product back to our warehouse contact us to open a replacement claim. Unfortunately we are unable to offer any replacements after 7 days from the original delivery date so it is advisable that all orders be opened and inspected upon arrival. If you have any further questions, please e-mail us .

Refund

We will issue a full refund if the return is a result of our error such as a product defect/damage or shipping error within 7 days of the original delivery date. Returned items that arrive to our warehouse with excessive damage due to improper packing may be subject to a damaged product fee of up to 10% of the product price. We are unable to offer a refund after 7 days from the original delivery date. Please allow 7-10 business days from the date we receive your return for your credit to appear or an exchange to be sent out. If you have any further questions, please e-mail us

Return & Replacement
FOR a product purchased from a retail store or website other then Kotoeu.com:

1. If your item was purchased from a retailer other then Kotobukiya/Degica please contact that retailer for a replacement or refund. We are unable to process requests to replace damaged products acquired through a third party or off the secondary market.
2. If your purchase was made from an authorized retailer Kotobukiya/Degica will follow our wholesale return/exchange policy and an account representative will work directly with the vendor to resolve your situation as quickly as possible.
3. If you encounter difficulty getting an appropriate response from your retailer, please email us your name, the name of the retail establishment, and the nature of the problem with your purchase.
4. Due to the extremely limited nature of our products we cannot guarantee that the item(s) can be replaced at the time of return or that damaged specific edition numbers can be replaced with the same number. In these instances a substitution or refund will be offered to the vendor, and in turn, to you.
If you have any other inquiries, please e-mail us