Frequently asked questions
Where is NendoWorld based?
We operate from Japan, Germany and the UK.
How long have you been in business?
We were established in July 2016.
Is everything NendoWorld sell officially licensed?
Yes, we pride ourselves in only offering official merchandise for sale
Is everything you offer for sale brand new?
Yes, we do not sell used goods.
Do you offer tracked shipping?
Yes we offer tracked shipping on all orders as standard.
Shortly after your order is shipped from our store you will receive a shipping notification which will contain a link to your tracking information.
Do you ship to my country?
You can find all information regarding where we ship to and by what methods on our shipping information page.
How long does it take you to ship my order?
If you have placed an order for items which are in stock our staff will pack and ship your order within 1-3 working days.
For orders containing pre-order items your items will be shipped as soon as they arrive in our facility.
Do I have to wait until all items within my order are in stock before you ship them?
No, we ship your items as soon as they arrive in stock, this may be in multiple shipments if your ordered items are releasing at different times.
Do I need to pay customs charges on the Japanese goods?
UK and European customers do not need to pay customs charges for Japanese goods. We deal with all of the charges for you so there are no hidden costs upon your order arrival. Other countries will need to refer to their localised import taxation details found on your government’s website.
I missed my delivery and failed to collect from the local postal depot, what do I do?
Contact us as soon as possible. We will establish if the item is being returned to us by the courier/postal service. Please be aware that you will be required to pay shipping costs to re-ship the returned item to you.
What payment methods do you have available?
Payments are available by both Paypal and Credit / Debit card. Those using our credit/debit card payment option your purchase will show as NENDOWORLD on your transaction statement. Those paying by PayPal will show as payment to TMS International.
When do you take payment for pre-order items?
Customers that use our Card Payment method will have the option that we only take the payment from your card when we are readying to ship (Usually 10 working days before shipping is expected to take place). During bank holiday periods this duration may change to avoid delays.
Please note that at the time of placing your pre-order your bank may show a pending transaction for your order, this should disappear within 48 hours as we will not be taking any payment until we are readying to ship.
If your pending funds do not appear back in your account after 2 working days please contact your bank as this is due to their processing speed.
If you choose to pay your pre-order by credit or debit card, please ensure that the expiry date of your card is after the product(s) release day to prevent delays in shipping your goods.
All orders using our PayPal payment method require payment in full at the time of placing your pre-order.
My Credit Card payment was declined, what do I do?
We always recommend trying again being careful to ensure that your card details are indeed correct. Should your card still be declined
please feel free to use PayPal as a payment method, no PayPal account is required and you can select to use any type of debit/credit card via this method.
Can I request you process my CARD PAYMENT early?
Yes, if you have placed a pre-order for an item using our card payment facility you can send an email to our team and request we process your payment earlier than when the item is ready to ship.
Why should I pre-order?
Most of the products we offer are made to order by the Manufacturer, so if you want to be sure that you get your hands on them pre-ordering is always the safest way to make sure you don’t miss out.
Can I cancel a pre-order product?
We do not accept cancellations for pre-order products.
Do your products contain pre-order bonuses?
Pre-order bonus items (unless specified in the item listing) can only be obtained on orders that have been placed directly on the manufacturers website.
The ETA date has passed, where is my item?
ETA (Estimated time of arrival) is given to us by the manufacturer and is merely a prediction on when the item is due to arrive in our store. Sometimes these dates are extended by the manufacturer due to manufacturing restraints or issues with shipping. Always check your email inbox (and junk mail) as we often send out notifications if we are notified that an ETA has changed. If you are unsure please don’t hesitate to contact us.
How do you package my order?
We ship all products in cardboard boxes specific to the size requirements of the ordered items. Your products are packed using protective filler such as foam packing, bubblewrap or paper to protect your item during transit.
When will new releases be available to ship from your store?
With regards to Japanese manufactured goods we often get our supply of stock approximately 1-2 weeks after the release date in Japan.
My product's packaging arrived damaged
The packaging is designed to protect the product itself, and unfortunately we will not offer a replacement unless the product itself is damaged or defective.
My product seems to have a fault, what can I do?
If you have just received your item and it has a manufacturers fault please contact our support team and we will be happy to assist you.
My product was missing certain parts.
Please contact customer services with more details: contact form
What is a bootleg figure?
A bootleg figure is a copied figure of poorer quality, made or sold illegally without permission of the manufacturer or the legal trademark holder. They are also known as fake figures, fake products, or counterfeit figures. Some bootleg figures have no similarity with any official figures but still illicitly make use of the manufacturer logo or trademarks. Nendoworld is 100% against any bootleg products and cannot offer any support for them.
I have changed my mind, how do I return an item?
You have 30 days after dispatch to return an item for an exchange or refund. The item must be still fully packaged and no seals broken. You must send us an email within 30 days of your shipping date in order for us to accept and process a return. The postage cost of returning an item to Nendoworld is fully paid by the customer. The cost of returning an item to Nendoworld will not be paid by Nendoworld or re-imbursed by Nendoworld.
How can I change my shipping address on an order I have already placed?
Please contact us to request this change.
I can't seem to log in, can you help?
Once you have created your account you should be able to log in with no issues. In some cases, when you log in you may be taken back to the home page with an unsuccessful log in. If this happens, please try deleting the cache stored within your internet browser. This will often solve the problem and you should now be able to log in successfully.
If you have deleted your cache and the problem still persists please contact our support team and we will be sure to assist you.
What time are your customer support staff available to help?
Live chat is available Monday - Friday | 9am - 5pm (GMT) – we are closed on Bank Holidays and weekends.
We endeavour to answer all out of hours email enquiries within 24 hours of receiving your query.