FAQ

We are a small shop that specializes in “pre-owned” figures.

Pre-owned figures traded in Japan have much better quality than those traded among individuals in foreign countries, eBay, for example. In most cases, the figure itself is kept in pretty good conditions.
In general, we avoid B /C rank products (broken or missing parts or extremely dirty products) unless mentioned in our product page. So you can rely on us about the quality of the product we sell.

An order confirmation e-mail is automatically sent to the address registered on the account after an order is placed. Please make sure that you have a valid e-mail address. Also check your Spam folder. Sometimes your server or e-mail provider blocks e-mails sent from our domain. Make sure you can receive e-mails from jfigure@jfigure.com.

Click "Forgot your password?" and request a new password. We send one to your e-mail address. It sometimes happens that our server also reject your e-mail address when you try to reset the password. In that case, contact us. We do it for you over an e-mail.

We describe the condition of our product as accurately as possible with our best effort following our own standard.

Figure

New: Brand new, unopened

S: Sealed in the box or in the blister (inner) package

A: Opened but no notable damage and missing parts 

A-: Opened. No notable damage on the figure. Postcard missing

B: Opened and some damage or missing parts

Box

A: Minor damages (light scratches, dents on the corner, etc.)  

B: Damaged or worn out

- : No box. The figure is loose.

A pre-owned figure has a certain sign of usage. Even the condition "A" product does not mean no damages at all. Please accept faint scratches and minor color transfers which have been caused by standard use of the product.

Items are priced according to their market value. In some cases the value may be higher or lower than the original price of the item. We review the price almost every day and it is updated on our website.

Most photos shown in our site are borrowed from the manufacturer’s sites. So they do not necessarily represent the actual condition of the product.

Sorry, we cannot respond to such request. Please trust our rating and the description and order.
If you still want a picture, we can send one AFTER your order and before shipping. Use comment section of your order. Please understand that you cannot cancel the order unless we find major discrepancy with our description. Also remember that this extra process might delay your shipping.

Yes, for some items. Please separate carts for pre-orders and in-stock items. Check them out separately.
You can still make a request to combine shipment of your pre-orders and other orders if both are already released and ready for shipping.

For pre-order item only, you can either pay the total amount at checkout or make down payment to keep your order.
If you choose down payment, 10% of the total amount will be charged by an invoice separately sent to your mail address. Please pay the invoice within 3 days to make your pre-order valid. If you don’t, the pre-order is no longer valid and will be canceled.
The balance between the total amount and the down payment will be invoiced when the item is in stock and ready for shipping. Please settle the invoice in 7 days after your receipt.

We do not accept cancelation of pre-orders.
If you still want to cancel and refuse to pay the final invoice we sent when the item is in stock, we reserve the right to take your down payment as the cancellation fee.

We remove the product page of items for which we can no longer accept new orders. But your order is valid as long as the item sits in your order. You can check your order status from the "Previous Orders" section of My Account page or in the order confirmation mail which we sent after your checkout.

We are happy to help you find the item you are searching for.
Give us details, such as name, url, photo or any other clue for us to search the item, and some time for investigation. We have access to the large pre-owned markets and are small enough to respond to such individual request of our customers.

We accept only PayPal.
For safety reasons, transaction will be completed in PayPal’s server only. Your card details will never be stored on our server. Also, please note that if you use PayPal, the amount will be taken from your account upon ordering, not when the item is shipped.

If you don't have a PayPal account and don't want to create one, you can still pay using your debit or credit card. Just put the item into a shopping cart, go to checkout and follow instruction.

In-stock items:

  100% when you check out

Pre-order items:

  100% when you check out

  or

  10% of the total amount when you check out (down payment) and the balance when the item is released

We Charge in Japanese Yen.
Our Currency Convertor will show you the prices also in EUR, US Dollars, British Pounds, Canadian Dollars, Australian Dollars, and Russian Ruble, but these prices are just for your quick reference.
PayPal and your credit card company will determine the actual conversion rate from Japanese Yen to your local currency.

Yes, JFigure.com ships worldwide as far as Japan Post serves the area.

Please allow us 3-7 days for preparation and inspection of the product before shipping. It is important because we deal with pre-owned products. An e-mail will be sent when your order has been shipped.
There are times when we need more days, for example, in busy seasons when we have to work on large orders. You will be updated if there is such delay.

You just have to put the desired products in your cart and click the icon, “Estimate Shipping”. You will find the price of the various shipping method available.

*Shipping cost includes our handling charges.

The shipping cost for a pre-order item is sometimes higher than what we estimated at the time of your checkout. Unfortunately we cannot confirm the weight/dimensions of a pre-order item until it arrives in our offices. Therefore, we may ask for the additional shipping charge in our final invoice. We are sorry for the inconvenience but will appreciate your understanding.

We wrap the figure by air bubble sheet and pack in a hard cardboard box. We pay extra attention for packing to prevent damage during transport. We have a lot of experience of sending "boxless" figures safely, too.>>video
We used recycled cardboard box to reduce the cost. It may look not nice outside but works perfect to protect the inside. So we appreciate your understanding.

Japan Post compensation scheme for the loss or damage of your package >>Here

In EMS, claim amount under 20,000JPY is free of charge. It is possible to upgrade the claim amount of by paying 50JPY for each 20,000JPY. >> Here

It is also possible to upgrade the claim for Postal Parcel. For the details, please contact us.

The maximum claim for Registered AIR /SAL Small Packets is 6000JPY. It is not possible to upgrade the claim .

If your parcel weighs under 2kg and its height + width + depth is smaller than 90 cm, it can be sent as Small Packet. The advantage is, the shipping fee is cheaper!
If you choose the " Registered Small Packet", you will have a tracking numbers, too.

Yes, you can. Inform us to hold the shipment of your order until your next order.

We accept your request to combine pre-order items and in-stock items if both are already released and ready for shipping. Please email us so that we can work on your request individually.

Please send a message to jfigure@jfigure.com with your order number and your new address. We will modify your shipping address.

Some countries may charge duties and taxes for importing items in the toys / doll category. Those costs are not included in our shipping cost and should be covered by the customer. The following table will give you an idea on how much duties and taxes will be charged on your shipment to Germany.

Value of Shipment	Under 22 EUR	22 EUR - 150 EUR	Over 150 EUR
Import Duty	0%		4,7%
Sales Tax	0%	19%
Total	0%	19%	23,7%

* The 4,7% import duty remains same in almost all EU countries while sales tax vary in each country.
* The above calculation is just a guideline. It is subject to individual case or the tax officer's decision.

No. We are sorry but your order will be always sent as commercial merchandise.

Perhaps, we can help.
Just indicate the value you would like us to declare in the “message” box upon ordering or send us an e-mail separately.
Please be minded that we might reject a request for too low value and remember that you will be insured only up to the amount you declared in case of loss, theft or damage to your parcel.

No.
Your order shall be held as final when you receive the confirmation notice. This applies to pre-order items, too. If you still cancel the pre-order, we reserve the right to take your down payment or 10% of the total amount as the cancellation charge.

No.
We assume you understand that a pre-owned product has a certain level of wear out and you agreed to our “no return/ no exchange” policy when ordering.
So place an order carefully. If you want a perfect condition for the item, refrain from ordering a pre-owned product.

The following is estimated delivery time under the normal conditions;

• EMS: 3~5 days
• AIR: 2~3 weeks
• SAL: 3~4 weeks

However, delivery could delay in busy seasons or for by accidents such as bad weather, airline troubles, post office strike, etc.
If you have a tracking number, check with the online tracking service.

If you still don't receive your parcel after the estimated delivery time, contact your local postal service or the custom office.
Very often, your parcel is stopped there for custom clearance reasons. You need to go there to pick it up.
Usually they notify you by a letter. If nobody picks up the parcel within a certain period (2 weeks in case of Germany), the parcel will be sent back to Japan. Then you need to pay for re-shipping cost or we have to deduct shipping cost from refund you request. So we advise you to trace the parcel while it's in your destination.

If you still don't find your parcel after all those efforts and suspect it’s been lost, we can claim for insurance.

>> Japan Post Insurance Program

Please inform the local postal service and ask them to write a “damage report” immediately.
Any claim without the damage report will not be processed. At the same time, send us pictures of the inside and outside of the package so that we can inform Japan Post. When Japan Post accept our claim, they will compensate the declared shipping value on the package.
>> Japan Post Insurance Program

Please note that the investigation by Japan Post takes sometimes more than a month.
We need your cooperation in keeping the damaged product as it is until we inform you what to do with it.

If you are sure that the item is broken or damaged from the beginning (not during transport) or the item is different from our description, please contact us immediately and include clear, close-up photos of the defective parts along with a detailed explanation.
We will get back to you as soon as possible with a solution. Please understand that it may take us a few days for investigation.

We are not responsible for the defects of new or sealed items, defects known as “manufacture flaws”.
You need to contact the manufacturer directly if you unfortunately find such a problem with your order. Although we are happy to assist you in communicating and forwarding with the manufacturer to solve the problem, please remember that their warrantee often covers domestic shipping only so you may need to pay for the international shipping to return and replace the item.

If have concerns about manufacturer flaws in your order and want us to open the box before shipping for inspection, please leave a comment when ordering.

If a package is returned to us due to an incorrect shipping address or no recipient at the given address, we will request the customer cover shipping charges for re-delivery.

No, an old figure which has been sealed in the box long time, sometimes shows such problem. It is caused by inferior material used for a PVC figure manufactured those days. Please understand that it is not caused by the seller or the previous owner. To remove stickiness, we hope this link is helpful.


If the figure is very old, let’s say, a production between 2000 - 2010, there are possible flaws due to aging;

• Discoloration
• Plastic/paint odor
• Oxidation and rust
• Stickiness
• Paint degradation
• Paint transfer
• Brittleness
• Loss of adhesion

Please understand that the manufacturer will no longer offer support for those natural deterioration, despite the figure being brand new.