Complaints

Before you make a complaint, please check the following guidelines for item packaging and painting:

Item packaging
We take the ordered items from large outer cartons that come directly from the manufacturers and large distributors. Due to the sometimes long transport routes, the item packaging may show slight compression or stress lines. We do not dispatch items with real damage such as obvious tears or detachment of the blister. However, slight compression or stress lines do not constitute grounds for complaint. (This does not apply to items ordered as a ‘Collector Upgrade’).

Painting
Most figures are hand-painted or receive a manual “finish”. Variations in painting and colour are therefore normal and do not constitute grounds for complaint.

However, if there are obvious defects in the function, item packaging or painting (i.e. defects that go beyond the ‘defects’ described above), the conditions for a complaint are met.

The best way to notify us of the complaint is to use the form below, ideally with a photo of the defect, so that we can arrange the return shipment. We will then provide you with a free shipping label for the return.
Unpaid shipments are generally not accepted.

After receipt and inspection, we will exchange or refund.

Please understand that complaints processing can take a few days.

As most items are collector's items, the packaging is an essential part of the item. We can only process your complaint if the packaging is enclosed with the return in its original condition.