Shipping Policy

Last updated: 15 August 2026

We want you to be happy with every figure you get from us. Because we deal in collectibles that travel a long way from Japan, this policy sets out clearly what we can and can’t accept back — so there are no surprises on either side.

Quick summary

Return window — 30 days from the date your order is delivered
Returns accepted for — Defective figures, figures damaged in transit, wrong items, and missing items
Change of mind — Not accepted — please choose carefully before ordering
Exchanges — Not offered. We can replace a defective figure with the same figure, but we can’t swap it for a different one
Item condition accepted — Opened or unopened figures found to be defective, damaged, or incorrect
Return method — By mail / courier (J&T Express)
Return shipping cost — Free — we cover return shipping on every approved return
Restocking fee — None — we never charge one
Refund processing time — Within 5 business days of us receiving and inspecting the returned item
Remedies offered — Replacement of the same figure, or a full refund to your original payment method (GCash, Maya, BPI)
Where we accept returns from — Philippines (nationwide)

1. Return window

You have 30 calendar days from the date your parcel is marked Delivered by J&T Express to request a return.

For damage in transit, please tell us within 7 days of delivery so we can still file a claim with the courier. Damage reported after 7 days may not be recoverable, though we’ll always try to help.

2. What we accept returns for

We accept returns on defective, damaged, wrong, and missing items. In every case below, you can choose a replacement of the same figure (subject to stock) or a full refund.

Manufacturing defects

Broken, cracked, snapped, or badly warped parts on arrival
Missing parts, bases, or accessories that should be included
Major paint defects — large smudges, unpainted sections, badly misapplied decals or tampos
Parts that will not connect, or peg holes that do not fit as designed
A figure that cannot stand on its included base due to a defect

Damage in transit

The figure itself arrived cracked, snapped, or crushed. Damage limited to the outer box or the retail packaging is not covered — see Section 3.

Wrong or missing items

A different figure, character, or variant than what you ordered
An item from your order is missing
The item is incomplete — an accessory listed on the product page was not included

Authenticity guarantee

Shonen Den only stocks authentic figures from Banpresto, Bandai, Good Smile Company, and other licensed Japanese manufacturers. If any item you receive from us is proven to be a bootleg or counterfeit, we will issue a full refund including shipping both ways.

3. Box and packaging condition

This is the most common question we get, so please read it carefully.

We sell the figure, not the box. Prize and retail figures pass through the Japanese factory, distributors, international freight, customs, and a local courier before they reach you.

Minor dents, creases, scuffs, corner wear, shelf wear, small tears, and sun-faded printing on the figure’s retail box are normal for this category and are not treated as defects. A figure in perfect condition inside a scuffed box is not eligible for a return.

Our returns cover the condition of the figure itself. If the box is damaged but the figure inside is fine, we can’t accept it back.

If box condition matters to you as a collector, please message us before ordering — we’ll do our best to pick the cleanest box we have on hand, though we can’t guarantee mint packaging on any item.

4. Normal factory variation

Prize figures are mass-produced at volume. The following are within normal manufacturing tolerance and are not defects:

Slight paint variance or shade differences between units of the same figure
Small visible seam lines where parts join
Minor nubs or marks left from the moulding process
Small gaps at joints or where parts connect
Minor asymmetry in hair, clothing, or accessory placement

5. What we can’t accept back

Change of mind. We don’t accept returns because you no longer want the figure, found it cheaper elsewhere, ordered the wrong character by mistake, or it looks different in person than you expected. Please check product photos, descriptions, and dimensions carefully before ordering — and message us if you have any questions, we’re happy to send extra photos.
Box or packaging damage where the figure itself is fine — see Section 3
Normal factory variation — see Section 4
Figures damaged after delivery — from assembly, handling, drops, heat, humidity, direct sunlight, or improper storage
Modified figures — repainted, customised, repaired, or altered in any way
Blind box, mystery box, and random assortment items. The randomness is the product; we can’t exchange these for a preferred character. Genuine defects in these items are still covered under Section 2.
Items sold “as-is”, at a disclosed box-damage discount, or as final-sale clearance stock. These are clearly marked as such on the product page before you buy.
Free gifts, freebies, and promotional inclusions

We do not sell digital products, downloadable content, or subscriptions.

6. Pre-orders

Pre-orders operate under different terms because we commit your slot to our supplier when you order.

Before the item arrives in our warehouse, you may cancel a pre-order for store credit. Cash refunds on cancelled pre-orders are available up to 30 days after payment.
Release dates are set by the manufacturer and can shift. Delays announced by Banpresto, Bandai, Good Smile Company, or their distributors are not grounds for a refund, though you may cancel for store credit at any point before dispatch.
If the manufacturer cancels an item entirely, you receive a full refund or store credit — your choice.
Once a pre-order ships to you, all the standard terms in this policy apply from the delivery date.

7. How to request a return

Step 1 — Contact us within the return window at support@shonenden.com or via our Facebook page. Please don’t ship anything back before we’ve approved your return and given you the return address; unapproved returns may be refused.

Step 2 — Send us:

Your order number and the name the order was placed under
A brief description of the defect or problem
Clear, well-lit photos of the issue, at least one photo of the whole figure, a photo of the shipping label on the outer parcel, and photos of the outer shipping box as it arrived

An unboxing video is strongly recommended for any damage-in-transit claim. A single continuous recording from the moment you open the sealed parcel is the fastest route to approval and protects you as much as it protects us.

Step 3 — Keep everything. Hold on to the figure, the retail box, the shipping box, and all padding until your return is closed. We may need to return the item to our supplier or file a claim with J&T.

Step 4 — Send the item back within 7 days of approval. Once we approve your return we’ll confirm the return address and arrange the pickup. If the item hasn’t been shipped back within 7 days, the return request lapses and you’ll need to start again — which may put you outside the 30-day window.

8. Return method and shipping costs

All returns are handled by mail through J&T Express. We don’t currently offer in-store or drop-off returns.

We don’t include a pre-printed return label in the box, and you don’t need to download or print one. Once your return is approved, we’ll either book a J&T pickup for you or send you the return address and reimburse your cost against a receipt.

Return shipping is free on every approved return, and we never charge a restocking fee. Because we only accept returns where something is genuinely wrong with the order, you’re never out of pocket for sending it back.

Returned items must be complete — figure, base, all accessories, and original retail packaging included.

9. Replacements and refunds

When a return is approved, you choose one of two remedies:

A replacement — the same figure, subject to availability
A full refund — the item price plus your original delivery fee

If we don’t have the same figure in stock to replace it, we’ll refund you. We don’t offer exchanges for a different item — we can’t swap a defective figure for another character or a different product.

Replacements are dispatched, and refunds released, only after the item is back with us and inspected. This applies to every return.

Here’s the full sequence:

You request a return (Section 7).
We review it within 2–3 business days and confirm the outcome in writing.
You ship the item back within 7 days of that approval, at our cost.
We inspect it within 2 business days of delivery to our address.
We release your replacement or refund within 5 business days of that inspection.

Refunds go back to your original payment method — GCash or Maya to the account used for payment, or BPI to your nominated bank account. The time a refund takes to appear after we release it depends on your provider or bank.

When you don’t need to send anything back

Some situations have nothing to return, so we resolve them straight away:

An item was missing from your order — there’s nothing to send back
You cancelled before your order shipped (Section 10)
You cancelled a pre-order before dispatch, or the manufacturer cancelled the item (Section 6)
The item arrived so badly damaged that returning it isn’t worthwhile. At our discretion, and based on your photos, we may waive the return entirely and simply replace or refund it — return shipping sometimes costs more than the figure. We’ll tell you if this applies.

If a returned item doesn’t match the claim

If an item comes back in a different condition than described — a reported defect we can’t find, or an item damaged in the return transit because of inadequate packing — we’ll contact you with photos before deciding. We may decline the return and ship the item back to you, or offer a partial refund.

Please pack returns properly. The same care that got the figure to you safely is what gets it back to us in one piece.

10. Order cancellations

Before your order ships — cancel free of charge for a full refund, with nothing to send back. Message us as soon as you can.
After your order ships — we can only accept it back if something is wrong with the order, under the terms above.
Pre-orders — see Section 6.

We reserve the right to cancel and fully refund any order in cases of pricing errors, stock errors, suspected fraud, or supplier cancellation.

11. Your rights as a consumer

This policy sits alongside — and does not limit — your rights under the Consumer Act of the Philippines (Republic Act No. 7394) and other applicable Philippine consumer protection law.

If we can’t resolve something between us, you may raise the matter with the Department of Trade and Industry (DTI).