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Shipping, Pre-Order & Product FAQs

Questions about our products, pre-orders, shipping or returns? You've come to the right place!




Are all your products suitable for all ages? - NO. Many of our products, especially but not limited to Nendoroids, figmas, model kits, miniatures, and gachapon have extremely small parts and would be easily lost or damaged by young humans. If you want more information about any particular product please contact us at and we'll be able to help.

Are your products official? - YES. We take pride in sourcing legitimate products and are always happy to provide shipping notes or verification from the distributors, manufacturers or licencors.




How do you ship? - All domestic and international orders are sent using Royal Mail. For international orders, this means that the final delivery to your door will be made by your national mail service. If you chose a tracked shipping method and want to track your order, you can do this at This is only for Signed For, Special Delivery and International Tracked & Signed parcels. If you're using an EMS Courier, we'll send you a link to where you can track your parcel when we send your shipping notification.

When do you ship? - [COVID-19 Update: we are still shipping within 3-5 working days of the order being placed in most cases. If we can't access your item because it's in storage we will contact you to give you an updated shipping date.]
We aim to ship all orders within 3 working days of the order being placed or pre-order balance being paid- this may increase to 4 or 5 days if we are very busy, or between conventions, so please bear this in mind if your order is needed quickly as we may not be able to ship it speedily! If you need your item by a certain day, please email to see if we'll be able to get it out speedily enough.

How long will it take? - [COVID-19 Update: this may be affected by your local postal services.]
This depends on which class of shipping you choose at check-out. Letter and Small Parcel orders should arrive within 3 working days of dispatch, 2nd Class Signed For orders within 2 days, and 1st Class Signed For orders by the end of the next working day after we send out your item. Special Delivery 1pm orders are guaranteed to arrive before 1pm the next working day. International orders should take 5-7 working days to Europe, or 5-10 worldwide, but can be delayed in your country's customs if there is a backlog of parcels.

Can I combine shipping on pre-orders? - Of course! At CharmingSushi, we offer a personalised shipping combination service. This means that if you want us to hold on to a pre-order for a couple of weeks until another item arrives so that you can save on shipping costs, you can just let us know at If you've already received your invoice, no worries - we can adjust it.

Where's my stuff? - If your order hasn't arrived after 3 working days for domestic orders, or 15 working days for international orders, please contact us and let us know. We'll do what we can, whether that's calling your local post office, issuing a refund or sending out a replacement. All of our orders are insured against non-delivery, as well as damage.

The mailman ran over my parcel! - Don't worry! We pack all of our orders carefully and with lots of bubblewrap, but sometimes accidents can happen. Just send us a photo of the damage that we can show our insurers, and we can send out a replacement or issue a refund.

How much does it cost? You'll get an exact shipping cost when you go to check out, and you'll get a cost estimation in your basket as you're shopping around. Here are the options you'll be able to choose from:


  • Letter Items / Untracked Parcels - untracked, but insured to the value of £20.
  • 1st / 2nd Class Signed For - tracked, and insured up to £50.
  • Special Delivery 1pm - tracked and insured up to £500.


  • Letter Items / Untracked Parcels - untracked, but insured to the value of £20.
  • Tracked & Signed Parcel - tracked and insured for £50.
  • EMS Courier - tracked and insured up to £500.

You might not be able to choose some of these options if your order doesn't fit the criteria; for example, if you've ordered a larger item, you won't be able to choose a letter service. If you've ordered a £250 figurine, only Special Delivery 1pm will be available. However, if you add any other items to that Special Delivery order, you won't have to pay any extra shipping!





How do I pre-order? - You can browse through all our available pre-orders by navigating to the 'Pre-Order' product category using the grey sidebar dropdown menu. There, you can filter using search tags as usual to find items you're interested in. When you've found a product you'd like to pre-order, just add it to your cart, where you'll see the deposit price (~30% of the ticket price) listed. Check out to pay the deposit and shipping costs and have your pre-order automatically reserved.

When do I pay the balance? - You'll receive an invoice from us when your item has arrived in the UK and we're getting ready to ship them out. You can pay the balance using the link in the invoice. If you want to add any items to your order to make the most of shipping costs, just let us know before you pay the invoice and we can edit it to include your new product choices.

Can I cancel my pre-order? - We are unable to accept cancellations for pre-orders. If your balance remains unpaid 60 days after your first reminder email, and we have made our best efforts to contact you, we will try to find another buyer for the pre-ordered product. In these situations, no refund for the deposit paid can be given.

Can I pre-order and regular order at the same time? - Absolutely! Just let us know in your order notes whether you'd like it all shipped when the pre-ordered item arrives, or in separate shipments. If there's any extra postage to pay it will be added to your order balance - we'll ask you how you'd like each parcel to be shipped.

What's a tentative pre-order? - Occasionally we're offered products with an order deadline. If we order stock before this deadline, we're guaranteed to get the products. After the deadline, our orders may be rejected if the manufacturer has no unallocated stock left and have finalised the number of pieces that will be made. If our guaranteed stock has been fully pre-ordered, we'll offer the product with a 'tentative pre-order' status.

How does tentative pre-ordering work? - If you order a product with a 'tentative pre-order' status, we'll contact you as soon as we hear back about our request for stock. If it's accepted, your order will go ahead just like any other preorder. If it's rejected, we'll void or refund your deposit payment and let you know that we weren't able to secure stock - though of course we will scour any other distributors first and even if they have higher prices we'll fulfil your preorder at the original price if we can!




We have a no-hassle returns policy for 14 days after you receive your order. If you want to return your item for any reason, our returns address is: CharmingSushi Ltd., 40 Westland, Ipswich, Suffolk, IP5 3SU, United Kingdom - please email letting us know to look out for your parcel.

Please make sure the item is insured for its full value in case of non-delivery or damage, and that you keep proof of postage in case something goes wrong on its way back to us. When we receive your item in its original packaging, we'll refund the full value of your order including shipping costs - you'll just need to pay the return postage. If your order contained an item that was pre-ordered, we may not be able to refund the deposit portion of the pre-order.



Any other questions? Please email