I have a question..
We have collected the most frequently asked questions from our customers during the last few years into one easy to navigate place.
Please use the drop down categories below to see if our FAQ can answer your query.
Don’t worry if you cannot find the answer to your question, you can use our contact us page to get in contact with one of our friendly support team.
Where is Nendoworld based?
Our team operate from within Japan, Germany and the UK.
Our distribution center is based within 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 have a store?
We do not have a store as we operate 100% online.
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 based 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 localized 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 if your item is being returned to us because of non-delivery you will be required to pay shipping costs to re-ship the returned item to you.
My tracking says “delivered” but I have not received the item?
In this case you will need to liaise with your local delivery company. Once the package is marked as “delivered” all responsibility is then handed over to the customer & delivery company to resolve any issues with your delivery.
My order arrived in Amazon packaging, why is this?
We teamed up with Amazon a few years ago to help improve our business reach. We work closely with Amazon logistics all over the world so they sometimes will store and ship our products on our behalf.
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 7 working days before shipping is expected to take place). During bank holiday periods this duration may change to avoid delays in your shipment.
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.
Can I cancel an in stock order?
If you request to cancel the order before it has been shipped we can cancel the order however there will be a non negotiable 10% restocking/cancellation fee deducted from your refund amount due.
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 provided to us by the manufacturer and is merely a prediction on when the item is due to arrive in our store. These dates are subject to change as they can be extended by the manufacturer due to manufacturing restraints or issues with shipping. Always check your email inbox (and junk mail) as our store will send out email notifications if we are notified that an ETA has changed. If you are unsure on the status of your pre-ordered item please don’t hesitate to contact us and we will be sure to help.
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.
My product is damaged or defective
If your product arrives damaged or defective you should contact us within 14 days of delivery so we can help resolve the issue with the manufacturer.
Reports of defective items after 14 days of delivery will not be accepted. You will be required to communicate with the manufacturer directly to resolve your defective issue.
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 3-4 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.