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?
We currently only accept payment via PayPal. You do not have to hold a PayPal account to make your payment using a debit or credit card. Those paying by PayPal will show as payment to T&R Limited.
When do you take payment for pre-order items?
All orders both pre-order and in stock require payment in full at the time of placing your pre-order.
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?
Due to the products that we offer being made to order 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 10% restocking/cancellation fee deducted from your refund amount due.
Can I change the shipping address of a pre-order I have placed?
Please use the contact us form to request a change of address. This can only be performed by Nendoworld staff upon request.
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.
What does this order status mean?
Here is a quick breakdown of the order status’ we use within our store:
On Hold – You may experience on hold immediately after placing your order, this can be for both in stock or pre-orders. During the “on hold” process we are confirming with our warehouse that we have enough stock available to begin processing your order or in the case of pre-orders we are securing the stock with the manufacturer to ensure we can meet your order requirement. “On Hold” is usually cleared within a couple of hours of placing your order. If our office is closed then the next working day your order will change status to the next stage.
Processing – this is when our warehouse team have confirmed stock availability and are preparing your item(s) to ship.
Pre-ordered – Your ordered item(s) have been securely pre-ordered.
Awaiting stock – We are awaiting stock of a new release or a special request item. Awaiting stock is usually only used when the goods are due to arrive within the next 5-10 working days.
Shipped – Your order has been shipped. You will also find that you can track your shipment now.
Failed – Orders can fail for various reasons such as failure to checkout completely or a rejected payment method.
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. Firstly log into your account and head over to the pre-orders section of your account. Within there you should see the most recent ETA date for this order. Please 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. 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.
My order failed at the checkout
When an order fails at the checkout your funds may be placed into a pending hold by your bank whilst they are awaiting to release them back to your account. When an order fails at the checkout our payment processor will send a message to your bank to let them know your payment failed. No payment has been processed in this matter and it is simply a case of waiting for the funds to be removed from a pending hold by your bank.
In the case where an order fails you will be provided a reason why at the checkout. If you need assistance please contact us and we will be able to advise a solution.
How do I change my shipping address?
You can change the default shipping address associated with your account by logging into your account and heading over to the address section of your account. In this section you will be able to change both the default billing address and the default shipping address. Please be aware that any outstanding orders or pre-orders will not be updated with any changes you make within the address section of your account. You must send a message to us using our contact form to request us to update any existing orders you may have with us.
How do I change password and log in information?
You can change both your password and log in information by logging into your account and heading over to the Account details section of your account. From here you will be able to change details such as your name, display name, email address and password.
How can I see what pre-orders I have placed with you?
By logging into your account and heading over to the pre-orders section of your account you will be able to see a full list of all outstanding pre-orders you have with us along with the ETA date of those pre-orders. Please note that when an item is arriving in store or is currently being processed your pre-order will be automatically moved into the orders section of your account for processing.
What is account suppression?
Although an extremely rare occurrence an account may be suppressed if we identify actions on your account as being harmful to our store. Your account may be suppressed if you do not complete payments when required via invoice, repeat cancellations of orders/pre-orders, placing spoof orders, repeat returns of items or any other actions which are deemed harmful to our store. Account suppression prevents new orders being placed, orders being shipped to suppressed addresses and or related addresses. We implement account suppression to make our store a safer place.
Where can I find the latest information about your products?
You can follow us on our official social media accounts:
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 on delivery.
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.
How can I request a re-release of a figure?
In the circumstances that a figure is completely sold out and we are unable to obtain more stock you can use the following link to the manufacturers website to request a re-release of a figure.