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Votre question porte sur :
If the status of your order is notified as "pre-order", it means that the item(s) you ordered are in pre-order and therefore not yet released. Upon receipt of the item(s) on our premises, your order will be dispatched and you will be informed by email.
If the status of your order is notified as “preorder/available” this means that the item(s) are not all available. Upon receipt of pre-order products, the order will be shipped and notified by email.
Your order will be shipped when all products are available and have arrived at our premises. That's why, in order not to wait, you can create two different baskets. So you will quickly receive the products in stock. You have the option of having the order sent to you in two instalments, but you will have to pay the shipping costs for the second shipment. Chibi Akihabara only bears the shipping cost once.
If you choose this option, you can buy the product “Shipping costs” according to your delivery location and place an order. This order, which we will call order A, will be used to send the products in stock for your order B, see order C, if you have several PRECO/DISPO orders.
Order A will then be put in preparation, then in the process of being delivered or shipped. You will also have the package tracking number. Order B will change to “1st part Exp- Waiting for Preco” status until the receipt and preparation of the rest of the products in the order.
When you pre-order 2 products with different dates, the order will be shipped when the last pre-order product becomes available.
Unfortunately, we are dependent on suppliers. We cannot ship your order to you if we have not received the products. This is beyond our control. Chibi Akihabara makes every effort to meet your orders and deadlines.
If your order has been in preparation for more than 5 days, it is possible that one of the products has been a victim of its success. Upon receipt of the product, your order will be shipped. If we cannot recommend the product to our supplier, you will receive an email and several choices will be offered.
You are debited immediately in order to validate the order and reserve a figurine.
Yes of course, except for orders with lottery tickets. To do this, you must contact customer service, either by email or via the site's contact form, indicating the order reference and the type of refund. You can choose to be reimbursed in the form of a credit code or by the means of payment used. When a bank transaction is more than 80 days old, the refund will be made automatically by check for France and by bank transfer for Europe.
The refund is made no later than 15 days from the date of cancellation of the order. Either when the latter changes to “Cancelled” status.
Warning, PayPal charges the merchant commissions that are not reimbursed for this reason, we cannot reimburse them to the customer either.
It's normal. Chibi Akihabara teams do not work on weekends or holidays. Your order will be processed as soon as it is resumed.
Yes, but you must notify us before shipping. If your order is in “In preparation” status and you wish to modify your order, do not hesitate to call us at 07.81.42.04.18 or contact us directly by email: contact@chibi-akihabara.com. Indeed, once this status appears, the order you wish to modify will certainly be shipped the same day, at the latest the next day. You have the option of exchanging the product for another in stock (if the product is not at the same price, you will be asked to pay the difference). If this option suits you, when you open the exchange request ticket, we would be grateful if you could indicate the reference:
- of your order;
- of the product to be removed (ex:CHIBIxx00);
- of the desired product (ex:CHIBIxx00).
If you wish to exchange a product and it is less expensive than the one to be collected, the difference will be refunded in the form of a “credit” code valid for 1 year on our website.
This code is given and promoted by our partners. They offer you a reduction of -10% valid excluding sale products. They cannot be used on an order over €199.90. You can only use the partner code once. To get them, you just have to follow the news of our partners on their social networks.
The credit code is generated at your request during a cancellation. You can find this code in your customer area and it is also sent to you by email. It is valid for one year, usable on several orders, excluding shipping costs.
After each order, you earn loyalty points.
You can find them directly in your customer area in the “my rewards” section. To be able to use them, all you have to do is click on “Turn my rewards into a coupon”.
Once done, these points will become coupons with a code. You can then add them directly to your basket and thus benefit from them.
In the event of a cancellation, these loyalty points once used on an order, unfortunately can no longer be credited.
Loyalty points are validated when the order changes to “Delivered” status.
Waiting for bank transfer: you have chosen the bank transfer payment method. Until payment is made, the order will not be prepared and shipped. If within five days, the transfer has not been made, the order will be cancelled.
Waiting for payment by check: you have chosen the payment method by check. Upon receipt of this payment, the status of your order will be changed to “cheque(s) received”. You have twelve days from the date your order is placed to send your checks, otherwise it will be cancelled.
Payment accepted: your payment has been validated.
Pre-order: your order includes one or more pre-order products. This (these) product(s) will be sent to you upon receipt at our premises.
Pre-Order/Available : your order includes pre-order products and others available. Those available will be set aside and shipped to you as soon as the pre-order products arrive at our premises.
In preparation: our teams are preparing your order in order to ship it as soon as possible.
Shipping - Shipping - Delivery: your order has been delivered to the carrier you selected. An email will be sent to you with the tracking number or you can find it in your customer area.
Delivered: your order has arrived in your hands. Your loyalty points have been validated.
Part 1 exp - preco waiting: You have wished to split your order into two shipments. As soon as the pre-order products are received, the rest of your order will be shipped.
Cheque(s) received: Your checks have arrived at our premises and will be deposited at the bank according to the information provided at the time of dispatch. Your order will be prepared ten days after the last check has been cashed.
Waiting for replenishment: You purchased the last lottery tickets at the same time as another customer. As the lottery is over, your order will be canceled and you will be refunded.
Cancelled or Cancelled for non-payment: Your order has been cancelled. It is either a request on your part, or because the payment has not been made or validated within the time limit. Orders with lottery tickets paid by check or bank transfer are automatically cancelled.
Refunded: Your order has been refunded by the payment method used unless the transaction is more than 80 days old, you will then be refunded by check.
Refunded by check: your order has been canceled and a refund check will be sent to your delivery address
Yes, payment in installments is possible, by PayPal in 3 or 4 X
The order will be shipped when PayPal has validated the payment.
Carte Bleue, Paypal, bank transfer.
Depending on your country, other means are also available: Bancontact, Eps, Giropay, iDeal, MyBank, Przelewy24, Sofort and BLIK.
We ship the order when the last check is cleared. We even wait 10 days before your order is prepared. This period corresponds to a possible return from the bank concerning the collection. Payment by check is much longer than payment by credit card or PayPal.
No. You are debited at the time of the order to validate it.
Yes. The company is supplied by the largest distributors. We work in partnership with Banpresto and Bandai, two big names in the figurine world. Moreover, we represent them at conventions. There are no counterfeits or bootlegs on our website. You can order with peace of mind.
The date of the meter is indicative, given by the manufacturer or supplier. This can be changed.
The date is an estimate for the release of the product. It happens that the figurine is awaiting delivery from the supplier, which means that the product will not be long in arriving at our premises or that the supplier has not given us a precise date. The dates can be modified, in this case and at any time, we invite you to go to the product page to find out the new estimate. If the product sheet is no longer available, you can find it in your customer area in the “Your Pre-orders” tab.
For various reasons (customs, manufacturer delays, production, etc.), products may arrive early, late or meet the deadline for which they are announced. Chibi Akihabara cannot be held responsible for delays that are beyond our control.
It also happens that a product is postponed several times without our being notified, we are dependent on our suppliers and we have no control over it. We are currently working on an alert system for the client, but the module is taking time.
We have chosen not to display products that are out of stock on our site. This does not mean that they were not pre-ordered from our suppliers.
If we have stock left, the product will return to the site, otherwise all our stock is sold out and your order ensures you have it.
Do not hesitate to send us a photo and we will find out from our suppliers. If we manage to obtain it, you will find it on our website.
You will need to open a ticket via the section: “contact us”.
Please attach: your order reference, photos of ALL sides of the box, the photo showing the defect and a photo of the figurine in its entirety. Depending on the defect, customer service will offer you several options.
No. The Magazines will not be taken back as indicated on this website: https://www.assistant-juridique.fr/droit_retractation.jsp.
When a figurine is put on pre-order on our site, it has a more advantageous price to thank the customer who will pre-order it and wait several months to receive it. When the product goes out of pre-order or in stock, it takes its standard price.
Since the health crisis, suppliers have fallen behind, as have the production lines, which are running out of materials. Containers are blocked at sea level which causes delays between 3 and 6 months or more. Although this is beyond our control, we apologize in advance for the delay and the inconvenience caused. We constantly follow up with suppliers to obtain more information, unfortunately, sometimes they themselves are unable to give us details. What we can assure you is that the product is ordered from our supplier. Upon receipt, it will be sent to you.
When you notice that your figurine has arrived broken or has a defect, you must contact us via customer service and send us:
- photos of the broken figure: one of the whole figure, one of the broken part, and one of the figure + its broken part;
- pictures of ALL sides of the figure box;
- if necessary, photos of the package and the label if it is damaged.
Don't forget to tell us the reference of your order.
Depending on the supplier and their procedures, we point out that the time for exchanging a figurine can sometimes be quite long.
As soon as we receive your ticket, we will contact you to tell you what to do.
It is unfortunately possible that some of our suppliers do not deliver the product and do not honor their commitment. It's very rare, but it does happen. Therefore, we cannot ship the product. Several possibilities are available to you: exchange the product for another in stock at the same price (if the product is not at the same price, you will be asked to pay the difference), request a credit note for the amount of the product to be used on our site, valid for one year, request a refund of the product. Please note, if you request a refund for the product, you may no longer be eligible for free shipping, in which case we will deduct the shipping costs from the refund.
Yes. We work with Banpresto France! The figurines do not have the golden stickers but the Banpresto one under the box. If your figurine has stickers, it is because it is an imported figurine from Japan, we receive some. We remind you that ALL our products are official. We are partners of major brands such as Banpresto/Bandai.
France is subject to taxes. There are also various things behind the different price of Japan to consider. We cannot offer the same rates.
It all depends on the supplier but also on the quantities ordered. Chibi Akihabara provides stock for the website but also one for conventions. As a result, the arrivals are voluminous and require more logistics from the distributor.
Resin manufacturers encounter a lot of delays, this is general. Being dependent on them, we wait, just like you, to receive the products. Upon receipt, they will be sent to you.
If you live in Metropolitan France or Europe, there will be no customs fees. If you are in the Dom Tom, in Switzerland or Andorra, customs fees and processing fees will be at your expense.
If your method of payment is by credit card or Paypal, we will ship your order within 24 hours. Please note that processing may be slower during events on our site such as Black Friday, sales, Christmas offers, following an avalanche of orders or when our teams are reduced because a party is traveling for conventions! However, and for this, your order must be placed before the passage of the various carriers.
For other payment methods, it takes a little longer since orders are only shipped when we have received the payment amount.
If the order includes a large number of figurines, the preparation will take longer.
You just need to reach 60 € and more in your basket only if you live in Metropolitan France. Please note, if the total amount of your products is €59.90, the shipping costs will not be free. Do not hesitate to add a little goodies to make you benefit from the offer.
You have at your disposal a "Delivery" tab with the list of countries as well as the price of shipping costs. Please note that you may have customs fees depending on your country.
When sending your order, you will receive an email. This provides you with a link with the tracking number for your package. Otherwise, by logging into your customer area, you can find the number for the order shipped.
I ordered a resin, it is marked as “shipped”, why has it still not arrived?
Clear your browser's cache and history. Otherwise delete the registered delivery address and re-enter it. If the problem persists, do not hesitate to contact us.
Several factors are taken into account: The time when you ordered the figurine, if your order was placed after the collection of the parcels, it will be dispatched the next day, which therefore shifts the date indicated or estimated. Even if they are sent on time, it can happen that the carriers can experience slowdowns, and thus cause a delay. Do not hesitate, in this case, to contact customer service if the delay exceeds 4 working days. Therefore, we are not responsible for such delays.
When the carrier delivers your package, you must make a reservation on the driver's voucher or tick the box on the driver's tablet, especially if you have chosen the DPD carrier. The same goes for relay points, you must indicate it even if the agent in front of you assures you that it is not.
You will need to send via customer service a photo of the damaged package, the photo of the package label and any other document attached to it. You will need to keep these documents in case the carrier asks us for new photos to bring to the investigation.
Whether by Colissimo or DPD, when an investigation is opened, the carrier tells us the estimated response time and this can sometimes be extended.
As soon as they answer, we will come back to you to inform you of the result of the investigation and we will do the necessary.
First of all, delivery times for a package can be 2 to 4 working days (excluding Sundays & public holidays) in mainland France and within the overseas departments, before that, there is nothing to worry about, and you can follow the progress of your package at any time using the number indicated in the email you received during shipment. The delivery time may also vary depending on your place of residence.
Exceeded this period, if you notice a delay in delivery, you must contact us via customer service to let us know so that we can open an investigation with the carrier you chose when placing your order. We also advise you to report this delay directly to the carrier.
Whether by Colissimo or DPD, when an investigation is opened, the carrier tells us the estimated response time and this can sometimes be extended.
Until the investigation has been completed, unfortunately we will not be able to return your products or issue a refund.
As soon as they answer, we will come back to you to inform you of the result of the investigation and we will do the necessary.
If you live outside the European Union or in the Dom-Tom, you may have the risk of being subject to customs charges. For more information, we advise you to consult the methods of taxation directly on the site of the customs concerned.
As indicated in the product sheet, payments by bank transfer and check are not authorized.
Purchase your ticket as a normal order.
“Special lottery” shipping costs have been made available. They are 3.10€, otherwise they are free for 60€ of purchases.
Once the payment has been accepted, watch your emails!
You will receive an email containing the photo of the ticket drawn and what it corresponds to. Be careful, the lots are random, you cannot choose them when there are several versions.
With Ichiban Kuji lotteries, you never lose! A lot is always guaranteed.
Do not hesitate to read the product sheet for more information.
No. Orders with lottery tickets cannot be canceled especially if the draw has been made and the email sent indicating the prizes won.
Tickets are drawn as orders are placed, so we cannot put them back online. The customer who orders knows that he has a one in several chance of winning a big prize. As well as requesting an exchange of lottery tickets for another product. These measures have been put in place to prevent the draw from being distorted, and thus guarantee the LAST ONE prize which must go to the last person who buys tickets.
We post recaps on social media when the draws are made. They are visible in the Instagram story, and in normal publication on Twitter and Facebook. You can also click on the + symbol which concerns the quantity of the product.
No. Prints must be sent by email. However, some email addresses block our messages or may arrive in spam. Because of this, you cannot receive the result. Do not hesitate to contact customer service indicating the reference of your order and the result of the draw will be communicated to you.
Orders and pre-orders can be canceled as long as they do not have the “Shipped” status. To do this, simply open a ticket to customer service, indicating the order reference and whether you want a refund by credit code or a refund by the payment method used.
If your order is in “In preparation” status and you wish to cancel it, do not hesitate to call us at 07.81.42.04.18 or contact us directly by email: contact@chibi-akihabara.com . Because, once this status appears, the order you want to cancel will certainly be shipped the same day, at the latest the next day.
Refunds are made no later than 15 days from the date your cancellation request is taken into account. Your order then changes to “Cancelled” status and an email is sent to you.
When the refund has been made, the status changes again, and becomes “Reimbursed” with a confirmation by email
You will receive your refund on the payment method used when placing your order. Except for the following case:
When an order is paid for by bank card via PayPlug or Oney, and the transaction is more than 80 days old, it is no longer possible to refund it directly via this payment partner.
It will therefore be reimbursed by check for French customers and by bank transfer for European customers. The order will then have the status “Refunded by check”.
As indicated in our General Conditions of Sale, PayPal takes a commission during the transaction. By canceling your entire order, this commission will not be refunded to you since it is not refunded to the seller.
Having received it at that time is the simple administrative and accounting document. A company must establish it in case of cancellation of an order, and it is mandatory. Not to be confused with a credit code, which is immediate. You can find this code in your customer area and it is also sent to you by email. It is valid for one year, usable on several orders, excluding shipping costs.
It is possible to cancel a product from your order. All you have to do is open a ticket with customer service, indicating the order reference and whether you want a refund by credit code or a refund by the payment method used.
However, upon cancellation of this product(s), if the total amount of your order becomes less than €60, you will unfortunately no longer be eligible for free shipping.
No, you may be offered another solution: you can exchange the product for another in stock at the same price (if the product is not at the same price, you will be asked to pay the difference). If this option suits you, when you open the exchange request ticket, we would be grateful if you could indicate the reference
- of your order;
- of the product to be removed (ex:CHIBIxx00);
- of the desired product (ex:CHIBIxx00).
Yes, this is possible within 14 days from the date of receipt of the package. You will need to ship the product at your expense to the following address:
CHIBI AKIHABARA
BP40060
95191 GOUSSAINVILLE PPDC
Attention, the product must be returned in its original box and carefully packaged and a ticket must be opened with Customer Service. The product must be accompanied by the return form (given by the after-sales service, or available directly here).
Upon receipt of the product and its verification, we will act accordingly according to your choices checked in the form.
Empty your browser's cache and history. If you are on mobile and have the option to pass via a computer, take the test. Otherwise, try another browser.
If the problem persists, contact us indicating: your browser, the brand of your mobile.
Make sure you have entered the correct name for the discount code. The code can only be used once and cannot be combined with other codes offered by our partners.
In addition, discount codes do not apply to all products. In the product sheet, you have an indication when it is not possible to apply it.
The partner discount code works on the total of the cart: with a minimum of €15.00 and a maximum of €199.99. It does not work on lotteries, magazines or products already on sale.
It's okay. There is a 14 day delay before use. These 14 days correspond to the customer's withdrawal time if the order does not suit them. Attention, the points also have a limited date, make sure you have converted them within the time allowed (1 year).
We are honored by the many requests, unfortunately we cannot accommodate them all. You must send your application to the address: auchibiakihabara@gmail.com. or fill out the form when it is shared as a story on instagram. Your proposal will be studied according to our conditions and our selection criteria. Explain all the ideas you have concerning the promotion of our products, the licenses you wish to receive. Put the links to your social networks so that we can study your application. We do not accept paid partnerships.
The same or next day of the order containing your membership. It takes a day to validate your access and set everything up.
No. Not yet. We are working on it.
It's normal. The change can only be made by customer service. You just need to give us the new delivery address as well as the order reference and not that of the product, not to confuse the two.
Customer service is available from Monday to Friday, from 9:00 a.m. to 12:00 p.m. & from 2:00 p.m. to 5:00 p.m. excluding public holidays.
Depending on your request, the response time can be 24 to 48 hours upon receipt of your ticket.
For a better follow-up of your file, we would be grateful if you only open one ticket per request.
Do not hesitate to contact us, even customers met during conventions can send us a message, we are listening, and depending on your situation, we will do our best to help you as best as possible!
Que vous soyez un client du site internet ou de l'un de nos stands sur une convention, vous pouvez ouvrir un ticket en cliquant sur ce lien.
Attention : assurez-vous de bien avoir reçu dans votre boîte mail un message vous confirmant que votre ticket a bien été ouvert. Si ce n'est pas le cas, nous n'avons probablement pas reçu votre message.
Vous pouvez également nous contacter via notre boîte mail : contact@chibi-akihabara.com
En fonction de votre demande, le délai de réponse peut être de 24h à 48h à la réception de votre ticket/mail. Pour un meilleur suivi de votre dossier, nous vous serions reconnaissant de n’ouvrir qu'un seul ticket/n'envoyer qu'un mail par demande.
Vous pouvez aussi nous appeler au 07.81.42.04.18.
Le service client téléphonique est ouvert du lundi au vendredi, de 9h00 à 12h00 & de 14h00 à 17h00 hors jours fériés.