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 FER CIGA AVS n° 8053.00
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, Stripe, the best in the business) 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.
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  PayPal or Credit Card payment method.
Payment request is sent after all items in an order are in stock. No payment is required before the release date except when noted.
In general, customers have 7 days from when we send the "payment request" email to pay.
How to Pre-order
When you want to preorder an item, put it in the cart, as for a regular order. When checking out choose the button "Partial.ly ",on the bottom left of the checkout page.
This way you will be redirected to the preorder page. Please fill in all the requested fields to finalize your preorder. You won't pay anything at the time of preorder. When the item will be in stock, you will receive an invoice via email.

You will have 7 days from the date of receipt of this email to pay your order before cancelling.

You can choose the option of making a  downpayment. It's up to you. You can pay from 0 to 100% at the moment of preorder. 

You can also choose to checkout as for a regular order and pay all the amount at the moment of pre-order. In this case you are eligible for a  15% of discount with this code: KB9B9GRBV81E. Use it when checking out! The item will be shipped as soon as it will be on stock!

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 3 days upon receiving item with photo evidence. Thank you so much for understanding! 
Customer Support
ChouChouJapan offers customer support by email  both in English and Italian. You can send us emails through the 'Contact Us' page or by replying to an email we have sent to you. 
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