We want to ensure you are always happy when shopping with us, but just in case there is a problem, we gladly offer returns and exchanges through our returns policy:
Items faulty on arrival
You have 30 calendar days from receipt of your order in which to inspect the goods and advise us if they were faulty on arrival. During this initial 30 day period, you are covered by our quality guarantee in addition to your normal rights and will qualify for a replacement or full refund once the faulty items have been returned to us, in their original packaging complete with all accessories and documentation. We will cover the costs incurred for returning the item in store credit that will be added to your account once we receive your item back with us. With a faulty item, once received our technicians will inspect the item and seek the assistance of the manufacturer in repairs, this can take up to 14 working days. If the item is found to be faulty and cannot be repaired we will then process your requested refund/replacement. However, if the item is found to be working it will be sent back to yourself.
If you change your mind
If you have simply changed your mind about any item ordered and you wish to return it, then in line with the Consumer Contract (Information, Cancellation and Additional Charges) Regulations 2013 (ICAC) you can do so provided you inform us of your decision within 14 days of receipt. The item must not be used and must be ‘as new’ when returned to us. On receipt we will refund the purchase price of the ordered items that are returned. Please email us firstly to obtain Returns Authorization Number and return back to us. You are responsible for paying the postage costs back to us for an item you do not want.
How to request for a Return Authorisation Number (“RAN”)
Returning goods to us without a Returns Authorisation Number is likely to cause a significant delay in processing. If your item is defective or an unwanted purchase (within 14 days of receipt), please contact us firstly (including the date of receipt) and one of our team members will email you back with a Returns Authorisation Number.
Returning parcels back to us
You will need to pay the return postage and for safety, we would recommend you use a recorded delivery service and keep the proof of postage. Your parcel is your responsibility until it reaches us. We cannot accept liability for goods that get lost or damaged in transit back to us.
All items must be returned to us in their original condition. With this in mind, please follow the instructions above – failure to do so may result in us being unable to accept your return.
We use CourierPost to ship all the orders from our warehouse. CourierPost has an overnight delivery target across town and between major towns and cities. For rural deliveries please allow two to three working days.
Delivery targets are guides only. We do not guarantee that your item will reach its destination with the delivery target.
Pre-orders can not be cancelled! Releases of pre-order items can be delayed. Our release date might differ to the release date in Japan, please consider shipping duration for our products to arrive from the warehouse. Prices of pre-order items are subject to change from those initially planned, this is due to currency and shipping rates.
We will ship your orders in one package. One order one parcel. It means when you purchase pre-order items and in stock items together, we will ship all the products out when pre-order items releases from our warehouse. We strongly recommend buying separately. It also including in stock with oversea products.
PC Games and Download Codes
Regrettably, PC games with digital content cannot be returned once installed. Digital/email code purchases are also non-refundable. Please check that the game will run on your machine before ordering, as we cannot be held responsible for incompatibilities with your system.
If you have any queries please do not hesitate to contact our Customer Services Team who will be more than happy to help.