Hi!

Welcome to our order support & customer care center! Here you will find the answers to questions most commonly asked by TokyoToys customers! Hai!

Returns & Mail Only Address:
TokyoToys.com
8 Kimbolton Close
Lee
London
SE12 0JJ

TokyoToys.com Trocadero (High Street Retail Store)
Trocadero Shopping Centre
Main Foyer, Ground Floor
13 Coventry Street
London
W1D 7DH
Click HERE For more details Travel Guide.

Shop Tel: 0203 370 8916
Sales, Support & Pre-order Payment.
(11am to 9pm GMT Mon~Sun)

Don't email, phone us!
Please phone us for immediate confirmation of order status, stock enquires & tracking numbers. Because of the volume of emails we receive, replies by email take between 1~5 days.

How much is shipping?
To calculate shipping you must make an account on our web site because it needs to know where you live to calculate the costs! Once you have made your account, login, add items to your cart and then do a ‘test checkout’.

Example shipping costs for an action figure toy:
UK: £3.00 Set Fee
To Europe: £6.50
To International: £9.00

Capped & Free Shipping?
We cap shipping in UK, so order as much as you like and shipping will never be more than £3!

Order over £100 and we deliver FREE to UK!

All orders are sent out insured with tracking number and a signature is required on delivery.

How do you pack our orders?
Most orders are sent in strong, durable bags. Orders containing fragile items, such as sweets and statues, are sent in sturdy cardboard boxes with plenty of packing material. Wall scrolls & posters are dispatched in sturdy, cardboard poster tubes. All orders are packed with love & care to ensure you get the item undamaged.

How do I order at TokyoToys.com?
1.    Make an account on our web site.
2.    Login.
3.    Add items to shopping cart by clicking on "Add to Cart" button.
4.    Start checkout by clicking on "Shopping Cart" Button.
5.    Choose payment method.
6.    Confirm order/payment.

You will then receive a ‘order confirmation’ email. Please keep this email as it contains your “order number” which you must state whenever you contact our sales/support team. If you do not receive it shortly after placing your order please contact us!

How do I make Postal Order, cash payments?
1.   Please call our staff for details.

My order status is "WP Pre-Authorization"?
After your payment is confirmed by Credit/Debit Card, your order status will be "WP Pre-Authorisation". The funds have not yet been taken from your account, but are held in reserve. Only when TokyoToys is confident all security checks have passed we will accept payment and change your order status to the appropriate setting.

My order was cancelled?
TokyoToys reserve the right to cancel orders without explanation if we feel there are security issues. Payment will be returned within 10 days of notification of order cancellation.

Does TokyoToys store my Credit/Debit card payment when i order online?
We do not store or record any of your card details. Your payments are processed on secure servers by either Paypal or WorldPay.

How do I check my order history?
1.    Login our website.
2.    Click on “My Account” button on top right of our website.
3.    In the middle of the screen you should see your orders & their current status.

Do you ship to PO. BOX address?
We are sorry we can not because of security reasons.

How long does delivery take:
If your order does not have a stock error,

Delivery within UK is between 1 to 3 working days. If you don’t get your order after 5 days please email or phone us for support.

Deliveries to Europe take between 2 to 5 days. If you don’t get your order after 7 days please email or phone us for support.

Deliveries Internationally take between 7 to 14 days. If you don’t get your order after 10 days please email or phone us for support.

First order to an address other than your billing address will take up to 1 week to process as we must carry out security checks.

Bigger orders (containing more than 10 items) and orders containing ‘Resin’ statues, please allow 3 extra days because we must take great care to ensure everything is packed very well & accurately. But generally we can dispatch for next day delivery!

What about refunds?
If you are not happy with your item/s you may return it for a refund only if the packaging is unopened. So please check your item carefully before breaking the seal. Postage costs are not refunded, only the cost of the items.

Has TokyoToys forgot about my order?
We are only human and it can happen, please contact us and quote your 'order number' and we will give you the latest details about your order.

Do TokyoToys ship to the whole world?
We sell to all of Europe and most International countries.

The pre-order release date has passed, but where's my order?
We estimate the instock date from the manufactures estimated release dates. All anime toys are limited edition and it's not uncommon for products to be delayed by 8 months or even cancelled. Please feel free to contact us for updates!

Some items have *Pre (TBA)* at the end of their name?
These are pre-order items and the release date is unknown and "To be Announced". We will update the release date as soon as we know, which may be up to 4 months after we 'list' the item on TokyoToys.com website.

Are my pre-orders reserved?
Yes, even if our website shows the pre-order as "out of stock" your pre-order has been logged and reserved for you! But please remember we can only guarantee reserving your item for a period of 1 week after they come instock. Please feel free to contact us to enquire about your item.

What does "Coming Soon" mean?
Items listed as "Coming Soon" will usually be in-stock within 1~2 weeks of appearing on the site (if no release date is given).

Do you have a" Pre-order" FAQ?
Please click HERE for more details.

Do you have a"Adv-order" FAQ?
Please click HERE for more details.

What currency are the prices at TokyoToys.com?
All our prices are in Pounds Sterling (£). If you are shopping from outside of United Kingdom there is a currency exchange rate. The exact rate of exchange will determined by the banks and not TokyoToys.com For an estimate of the price in your currency please click HERE.

Refunds made due to customers not understanding such terms will incur a minimum of less 10% refund of total payment. Typically the refund will be less the fee TokyoToys.com are charged for accepting payment.

Thank you for taking the time to read!

Hideki ^^