Orders & pre-orders
Questions about your order, a pre-order date or your tracking? Include your order number and we will look it up.
Ask a question →Contact · Customer care
How can we help you?
Tracking a pre-order, hunting for a rare Pokémon Center exclusive, or wondering whether a BE@RBRICK ships to your country? We are happy to help. Send us a message and we aim to reply within one business day.
We aim to reply within 1 business day
What is your question about?
Shipping
Free tracked shipping within the EU, with no import duties. Outside the EU? Ask us for a shipping quote.
Ask a question →Returns
Unopened items can be returned within 14 days of delivery. Contact us first and we will send you the instructions.
Read the refund policy →Looking for something?
Hunting for a specific promo, Special Box or BE@RBRICK? Whether it is in Japan or elsewhere in Asia, we are happy to track it down for you through our extensive network. Just tell us what you are looking for.
Ask a question →Send us a message
Contact us
Frequently asked
Quick answers
Are your items authentic?
Yes. Everything we sell is genuine and, unless stated otherwise, brand new and factory sealed. Not sure about something, or want extra photos? Just ask.
When will my pre-order ship?
The expected date is on the product page, next to the 予約 stamp. As soon as the item arrives with us we ship it and send you a tracking link.
Will I pay import duties?
Not within the EU: we ship from the Netherlands, so there are no import duties, extra VAT or clearance fees on delivery.
Do you ship outside the EU?
Yes, on request. Send us the item and your country and we will reply with a quote for tracked shipping and a secure payment link. Import duties and local taxes outside the EU are paid by the buyer.
How long does delivery take?
In-stock items ship within one business day after payment. After that, delivery usually takes 1–2 business days within the Netherlands and 3–8 business days to the rest of the EU.
Can I return an item?
Unopened items in their original condition can be returned within 14 days of delivery. We do not take back opened sealed products. If you still withdraw, we deduct the loss in value, which can be as high as the full purchase price, and opened products can only be returned complete. To return an item, use our online withdrawal form; no login needed. Read the refund policy →
Frequently asked
Quick answers
Answers to our most frequently asked questions, clearly arranged on one page.
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