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 as standard.
Shortly after your order is shipped from our store you will receive a courier 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 one working day.
For pre-orders your items will be shipped as soon as they arrive in our store.
How do you take payments?
We currently only accept payments in full when orders are placed. 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 statement.
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.
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 firstname.lastname@example.org
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.
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.