At Figures and Dolls Store, we want you to be completely satisfied with your anime collectibles. If your item arrives damaged or isn’t quite what you expected, we’re here to help make it right!

Our Return Policy

You may return most items within 15 days of receiving your order for a refund or exchange. To be eligible for a return:

  • The item must be in its original condition (unopened, with all original packaging and tags)
  • You must include all accessories and documentation that came with the item
  • The item must not show signs of wear or damage caused after delivery

Non-Returnable Items

To protect our collectors’ community, certain items cannot be returned:

  • Opened collectible figures (Bishoujo Figures, Nendoroids, etc.) due to their delicate nature and value
  • Doll accessories that have been removed from their original packaging
  • Plushies that show signs of use or have been removed from their tags
  • Any item marked as “final sale” or “limited edition” at time of purchase

How to Initiate a Return or Exchange

Follow these steps to process your return or exchange:

  1. Contact our support team within 15 days of receiving your order at [email protected] with your request using the template below
  2. Wait for approval – Our team will review your request and send return instructions within 2 business days
  3. Package your item – Carefully repackage the item in its original packaging with all protective materials
  4. Ship your return – Send the package to our warehouse at the address provided in your return instructions
  5. Receive your refund or exchange – Once we receive and inspect your return, we’ll process your request

Return Request Email Template

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Figures and Dolls Store Team, I would like to request a [return/exchange] for my recent order (#[Your Order Number]). Item Name: [Product Name] Reason for Return/Exchange: [Please specify – damaged item, wrong item received, etc.] [If exchange, please specify desired replacement item] I confirm that: – The item is in its original condition – All original packaging and accessories are included – The request is within 15 days of receiving the order Please provide return instructions at your earliest convenience. Best regards, [Your Full Name] [Your Email Address] [Your Order Number]

Refund Processing

Once your return is received and inspected (typically within 3-5 business days after we receive it), we’ll process your refund or exchange:

  • Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Processing time for refunds is typically 5-10 business days after approval, depending on your payment provider
  • Exchanges will be shipped once we receive your return, with standard processing times (1-2 days) and shipping times applying

Note: Original shipping fees are non-refundable unless the return is due to our error.

Damaged or Defective Items

If your collectible arrives damaged or defective:

  1. Take photos of the damaged item and packaging
  2. Contact us within 48 hours of delivery at [email protected]
  3. We’ll arrange for a replacement or refund at no additional cost to you

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error. We recommend:

  • Using a trackable shipping service
  • Insuring your package for its full value
  • Retaining your shipping receipt until the return is complete

For exchanges due to our error, we’ll provide a prepaid return shipping label.

International Returns

For collectors outside the United States:

  • All customs fees and return shipping costs are the customer’s responsibility
  • Please mark the package as “Returned Goods” to avoid additional customs charges
  • International returns typically take 3-4 weeks to reach our warehouse

Need Help?

Our collector support team is happy to assist with any questions about returns or exchanges. Contact us at [email protected] and we’ll respond within 2 business days.

Remember: We treat every return with the same care we package our collectible figures!