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 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.
Do they come in their original boxes? - YES. Japanese-market items will come in their original boxes, and European-market items will be in their European retail boxes. If you're an in-box collector, please write this in your cart note while checking out so that we can pick a perfect box for you, as some products (arcade prizes in particular) have famously flimsy boxes and as such may have minor dings - the product inside will always be in great condition though.
How do you ship? - All domestic orders are sent using a combination of Royal Mail, DPD and Hermes Corporate services, and are insured against loss and damage.
When do you ship? - [COVID-19 Update: orders may be delayed due to short-staffing. If you need your order by a certain time, please let us know using the notes section in the cart page while checking out. 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 ASAP, and at the latest within 5 working days of the order being placed or pre-order balance being paid. If you need your item by a certain day, please use our contact form 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.]
Special Delivery services: guaranteed next working day after dispatch.
Standard 24 and Tracked 24 services: 1-2 working days after dispatch.
Standard 48 and Tracked 48 services: 2-3 working days after dispatch.
International orders: estimated times are shown when choosing your shipping method during checkout.
Can I combine shipping on multiple 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 using our contact form. If you've already received your invoice, no worries - we can adjust it.
Where's my stuff? - If your order hasn't arrived, 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:
- Standard 24/48 - delivery confirmation only.
- Tracked 24/48 - fully tracked with delivery confirmation.
- Special Delivery - fully tracked with a next-day delivery guarantee once dispatched.
- Standard - untracked, but still insured.
- Tracked & Signed Parcel - fully tracked with delivery confirmation.
Some orders will have limited shipping options; for example, if you've ordered a £250 figurine, only Special Delivery 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? - Preorder items will show 'preorder' where in-stock items show 'add to cart' - just hit that button to put it in your basket. 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? - You can change your mind and get a full refund of your deposit and any shipping costs within 14 days of your order. After that, cancellations can still be requested but a 15% fee will be deducted from the deposit amount. At our discretion, any special-ordered or high value items may not be cancelled until another buyer is found - we'll let you know if this is the case.
Can I order pre-order and in-stock items 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 the balance invoice. By default, orders containing both in-stock and preordered items will wait until all items are ready to ship.
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. A tentative pre-order means we're not guaranteed the stock.
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.
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 use our contact form to let 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, normal preorder refund rules will apply.
Any other questions? Please contact us.