FAQ and Policies
FOR SHIPPING INFORMATION, PLEASE NAVIGATE TO THE SHIPPING INFO PAGE!
Q: What is a [PREORDER] listing?
A: Listings with [PREORDER] in the title are for items that are not currently in stock and will be put into production after preorders end. There is typically a 1 → 1 and a half month wait after a preorder is placed to when the product is made and shipped out.
Q: What is the difference between "A" and "B" grade stock?
A: "A grade" stock is stock that are considered to be in perfect condition. "B grade" stock is stock that have minor manufacturing defects (scratches, bubbles, etc.). Some listings have B grade stock available for purchase at a slight discount.
Q: I haven't received my order yet / my order has gone missing. What do I do?A: All orders come with a tracking number (excluding sticker only orders) that will be sent to the email listed on your order when processed. Be sure to check the status of your package occasionally - after an order is shipped out, it is the customer's responsibility to monitor their package tracking.
Please note the only information we have access to once your order has been dropped off at the post office is the information on your tracking number. If you have concerns on the whereabouts of your order, first contact your local postal service. If they are unable to help, then please notify Orri via Twitter (@iirokagi) or our store's contact form. We will get back to you as soon as we can!
Q: What should I do if I receive the wrong merch / received my merch damaged?
A: If we've made a mistake with your order, please contact us immediately! We will require photo evidence of the incorrect item(s), order number, and the name listed on your order. You will not be asked to send the incorrect item(s) back to us and we will resend you the correct item(s) at no cost.
In the case of damaged product: We will do our best to package orders with utmost protection to try to avoid product damage! If an item comes in heavily damaged (broken into pieces, let's say!), we will gladly refund the amount you paid for the product, or resend the product at no cost if you are willing to pay shipping again. We will require photo evidence of the damaged item.
Q: What are your Returns and Exchange policies?
A: We do not accept returns and exchanges. All sales are considered final once you submit your order.
We will not refund the difference if a bundle deal is not selected when you place your order (ex. buyer purchases 3 charms separately at regular price, and not through a "3 charms" discount bundle). Please review your cart selections before checking out!
If your order was returned back to us due to non-delivery, we will contact you and you may have to pay shipping again. If you decide that you do not want to receive the product, we will refund you the cost of the order, but not shipping.
Q: I placed different orders going to the same address at separate times. Can I combine these items into one package?
A: Yes! If we notice that you have ordered more than once and you are using the same shipping address, we try to reach out to ask if you would like your items consolidated to one package to save on shipping. After we confirm consolidation, you will be refunded the shipping fees you paid for one of the orders.
If you place two separate orders to the same address and want them to arrive separately, that's totally fine too!
If you don't see your question answered here, feel free to reach out via our store's contact form. Thank you for reading!