Frequently asked questions
Common questions and answers
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.
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 store.
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 (10 working days before shipping is expected to take place).
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.
Our PayPal payment method will 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.
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.
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 items ordered 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.
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 preordering is always the safest bet 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.
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 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. Always check your email inbox (and junk mail) as we often send out notifications if we hear that an ETA has changed.
How can I change my shipping address on an order I have already placed?
Please contact us via email email@example.com
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.
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. Please be aware that you will be required to pay shipping costs to reship the returned item.
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 endeavour to answer all out of hours email enquiries within 24 hours of receiving your query.