Frequently Asked Questions
Returns & Support
Dear Valued Customer,
Regarding Missing/Damaged Items:
We sincerely apologize for the inconvenience and will prioritize your case.
Required Information:
Please provide Order ID and clear photos of the missing/damaged items.
Resolution Timeline:
・Verification: Completed within 1 business day.
・Reshipment: Arranged immediately (estimated delivery in 15 days).
Alternative Option:
If you prefer a partial refund for missing items:
1.Our operations team will verify inventory and order details.
2.Refunds will be processed via the original payment method.
Return Policy: For details, refer to [Return & Exchange Guidelines].
Note: You may keep the incorrectly delivered items; no return shipping is required.
Thank you for your understanding and cooperation.
Dear Valued Customer,
Apology for Product Defects/Damages:
We sincerely apologize for the inconvenience caused. If you discover missing/incorrect items or damages within 5 days of receipt, please contact us via your order confirmation email with:
・Order ID
Invoice
・3 clear product photos (including outer packaging and multi-angle details)
・Full unboxing video
Compensation Options:
1.Functional Damage (e.g., fractures, paint peeling affecting core functionality):
・Eligible for partial refunds or replacement parts (subject to operations team review).
2.Cosmetic Damage (e.g., minor scratches, assembly gaps):
・No compensation provided, but we will optimize quality control processes.
Special Notes:
・If outer packaging damage exceeds 10cm width with visible internal items, prioritize claiming compensation from logistics providers.
・For soft/hard-core products (e.g., figurines, badges), refer to :
Functional: Figurine part fractures, badge rusting.
Cosmetic: Minor scratches.
All compensations require 3-5 business days for review. Thank you for your feedback—we are committed to improving service quality!