Service Improvements from Customer Feedback

Your Feedback Matters! Here we list service improvements that we made based on customer feedback.

April 7, 2025 Pre-Order Deadline for Collectibles

Customer Feedback

  • Can you tell us by when should I place a pre-order for a collectible item?

What's the situation?

Some customers wanted to know by when they should place their order so as not to miss out.

Improvement

We decided to list the pre-order deadline on the product page so that it would work as a reference for our customers.
See here for details.

March 28, 2025 Alert Added when VAT Payment Switches

Customer Feedback

  • Why am I charged VAT upon delivery when I chose to pay VAT advance payment?

What's the situation?

For example for the EU, you can only choose VAT advance payment if the subtotal is below 150 EUR. Say if your order was first selected with VAT advance payment and later on you've added some items and made the subtotal over 150EUR. Then your order would automatically switch to VAT paid upon delivery without prior notice.

Improvement

In order to make this change more visible to the customer, we have put up the alert below.

  • VAT payment will be "Pay upon receipt of goods" after this addition.

We've also listed the limits for respective countries so that customers can be aware of it as well as a chart on our help page.

Jan. 10, 2025 Alert Added for Selecting "No External Bonus" Option

Customer Feedback

  • How come I did not get the external bonus?

What's the situation?

If you have selected not to include the external bonus on your previous order, your next order will automatically carry on that option on the next order. Sometimes customers will forget that the option was selected and will expect to receive the bonus.

Improvement

If the order is selected with the "Do not include external bonus with my order" option, we've added the following alert to your customer account in bold red letters, so that customers are more likely to be aware that the option is selected.

  • You have chosen not to include external bonuses with this order (if any).

See External Bonus Preference for details on why we offer this service and how you can select/deselect it.