FAQ
Who is ChouChouJapan?
ChouChouJapan started out in Etsy in August 2012 under the store name ‘KawaiiCaos' selling mostly Re-Ment miniatures and Kawaii supplies.
After Etsy changed management and policies, we had to move part of our products to our own shop.
ChouChouJapan is run by a dedicated little team of people based in Switzerland. It began in 2013 and has customers throughout the world.
ChouChouJapan is registered in Switzerland under the Fribourg Chamber of Commerce
Registration Number: CHE-173.237.538
Are your products (figures, action figures, collectibles) Authentic?
Yes they are!
*100% Authentic: We offer a variety of items from figures and character goods to plastic models and gadgets. All items are procured directly from official distributors and 100% authenticity is guaranteed.
It is also possible to find or ask for exclusive products and request old or sold out items, wherever possible.
Why direct import from Japan is convenient for customers?
Products are shipped directly from Japan via express courrier, so new items will be available whithin the first week of the next month respect the official release date! It means almost 1-2 months before the EU import!
Then consider that NOT all the products could be available for EU import, depending on the manufacturer, but with direct import we can supply even those ….
Here you are some manufacturer that does not support EU import: Aizu Project, Beat, Enski, Medicos, Movic, Re Ment, Sankei, Sekiguchi, etc..
Is it safe to buy from you?
Yes, definitely! We accept secure card payments via PayPal or Credit Card.
We don’t store any of your credit card information (that’s handled by our payment processor Shopify Payments) ,and we also keep all your personal details safe and secure, and never pass them on to third parties.
We believe in a friendly, personal and efficient approach to customer service : if you contact us you’ll be straight in touch with one of the team, with no automated responses!
Finally ChouChouJapan is registered on a website that independently provide malware scanning , protect databases, and secure payments .
Shipping Methods
ChouChouJapan currently offers different shipping methods: registered mail or small registered package, Priority Registered Package, Pacco Celere1 or 3 ( Italy Only) , Collissimo (France and international )
Shipping fee is calculated after all items in an order are in stock. Please note that shipping quotes for orders including not in-stock items cannot be provided as we do not know the final size/weight of the item ourselves.
Time required for delivery varies depending on the period of the year, the destination country and other possible factors.
Shipping fee is calculated after all items in an order are in stock. Please note that shipping quotes for orders including not in-stock items cannot be provided as we do not know the final size/weight of the item ourselves.
Time required for delivery varies depending on the period of the year, the destination country and other possible factors.
I live in EU, should I pay a custom fee when I receive my order?
No, You should not! We have a warehouse based in EU area, so your order will ship from there and no custom fee will be due!
Payment Method
ChouChouJapan currently offers Credit Crds, PayPal, or Twint payment method.
Payment request is sent after all items in an order are in stock.
Payment request is sent after all items in an order are in stock.
Due to a lot of people preordering and then not paying, we can not offer anymore payments on QR invoice and preorders must be paid in advance.
Cancellations
Cancellations are generally not accepted. Please only place orders for items that you are sure of purchasing. In case a cancellation is absolutely required, please contact us.
Refunds and exchanges
All sales are final. BUT:
- If we shipped the wrong product: We're sorry! We will send a replacement or refund for your purchase, provided the returned item(s) are received back in their original packaging, along with all accessories, where applicable.
- If the product arrived defective or damaged: Replacement (if possible) or Refund would be offered if the item is faulty or damaged. Claims should be made within 7 days upon receiving item with photo evidence. Thank you so much for understanding!
Customer Support
ChouChouJapan offers customer support by email both in English, Italian or French You can send us emails through the 'Contact Us' page or by replying to an email we have sent to you.