Contact us
Do you have a question about an order, a pre-order, or a product? Write to us: our KYOTOSHOP team will respond quickly.
Besoin d’aide rapide ?
Consultez notre FAQ ci-dessous. Vous pouvez aussi nous écrire via le formulaire ; nous répondons généralement sous 24 h ouvrées.
Produits 100% officiels • Expédition rapide • Service client réactif
FAQ — KYOTOSHOP
Are your products 100% official?
Yes. We only sell official products from reputable manufacturers and distributors (Banpresto, Bandai Spirits, Good Smile Company, Kotobukiya, MegaHouse, SEGA, FuRyu, etc.). No counterfeits/bootlegs. More information on our About Us page.
The product I wanted has disappeared from the site. What happened?
Two options: sold out (out of stock) or restocking in progress . Tell us what you're looking for via the contact form : we'll check availability with our suppliers and get back to you.
What does “damaged packaging” mean? Is the figurine damaged?
No. The term only applies to the box (marked corner, micro-scratches, slight denting). The figurine inside is new and complete . In the event of a product defect, our after-sales service will handle your case as usual.
Why can the price of a figurine change?
Exchange rates, import costs, supplier availability, limited reissues... We remain transparent and competitive ; if you have any doubts, write to us via Contact .
I'm looking for a specific license (One Piece, Jujutsu Kaisen, etc.). Where can I see it?
Browse our categories:
• Figurines • Goodies • Mystery Box
And find our flagship licenses via the menus (One Piece, Dragon Ball, Demon Slayer, Naruto, MHA, etc.). Licenses
Do you offer Mystery Boxes?
Yes! Our themed Mystery Boxes (Bronze, Metal, Gold, Ruby, Diamond, etc.) contain official products from popular licenses. Contents vary by box and total value.
What payment methods do you accept?
Credit card and PayPal . Payment in installments will be available soon.
Is payment secure?
Yes, through certified providers (3D Secure/anti-fraud). No banking data is stored by KYOTO SHOP.
When am I charged for a pre-order?
At the time of ordering , this allows us to reserve the part with the manufacturer/distributor.
My payment is accepted but I have not received a confirmation email.
Remember to check your spam/promotions . If nothing, contact us with your first and last name, amount and time of order, but also the name of the product(s): Contact .
Can I pay on shipment?
No, payment is made when ordering (stock and pre-orders).
I added a product in stock and a pre-order to the same cart. When will my order arrive?
By default, a single shipment is sent when all items are available. To receive stock quickly, please place two separate orders (pre-orders and in-stock).
I wish to modify or cancel my order.
Write to us as soon as possible via Contact . If preparation has not started, we will take the necessary steps (change of address, addition/removal of item, cancellation). " Pre-ordered products cannot be canceled ", but we can make replacements or credits.
What do your order statuses mean?
Payment accepted : order received • Preparation : in progress • Shipped : handed over to the carrier (You receive the tracking number by email).
I did not receive the follow-up email.
Check your spam folder. You can also find the tracking in your customer account if you have one. Need help? Contact .
I placed 2 orders, can you combine them?
If they are not yet prepared and the address/carrier are compatible, yes . Write to us quickly: Contact .
How to request a cancellation/refund?
Contact us with your order number from this page . If the order is not shipped, we can cancel it. For pre-orders , it is on a case-by-case basis depending on the progress with the supplier. (Pre-orders cannot be canceled, but we can make replacements or a credit note).
How long does it take to get a refund?
After validation, the refund is issued to the original payment method . Indicative banking time: 3 to 5 working days (PayPal/bank variable).
Can I cancel just one item from my order?
Yes, if the order has not been shipped. For pre-orders, it depends on the supplier's progress. (Pre-orders cannot be canceled, but we can issue replacements or credit notes.)
Right of withdrawal: how does it work?
In accordance with regulations, you have a legal period on distance purchases (except for exceptions provided for by law). The product must be new, sealed and complete . Consult our return policy here: Refund Policy & T&Cs.
Do you ship to Europe? Are there any customs fees?
Yes, we deliver to many EU countries. No customs fees for France/EU: you pay the displayed price . Outside the EU, fees may apply. Details: Delivery.
Shipping and delivery times
In-stock items are shipped within 24/72 business hours (excluding weekends/public holidays). Shipping times depend on the method chosen (Colissimo, relay, etc.).
How do I get my tracking number?
It is sent by email upon dispatch and visible from your customer account if you have one.
My package arrives damaged / product damaged: what should I do?
Take photos (package, protections, product) and contact us within 48 hours via Contact . We will assist you for the fastest solution.
Can I choose an economical delivery (small parcel / tracked letter)?
Yes, for certain small goodies (keychains, stickers, badges, etc.). Figurines, mugs, and posters are not eligible for protection/format reasons.
My promo code isn't working.
Check the validity date , the minimum basket , the exclusions (pre-orders, specific licenses) If necessary, write to us: Contact .
Do you do pre-orders at a discounted price?
Yes, we regularly offer competitive rates on pre-orders. Follow the news here: Figurine News and Manga News .
Is free delivery available?
We occasionally offer special offers (free delivery, discounts). Follow us on social media: Instagram... and check out our news so you don't miss anything.
I can't find my answer, how can I contact you?
Via the contact form . We respond quickly (often within 24/72 business hours). You can also write to us on Instagram or X/Twitter .
Do you have a physical store?
No. We sell online and attend conventions . All releases and arrivals are announced on our networks and in our news.
I want to propose a partnership / a professional request.
Write to us via Contact (subject: Partnership / Pro ). Give as much information as possible (networks, audience, project).
Invoice in my name / VAT?
Your invoice is available in the confirmation email or upon request via Contact . For any questions regarding intra-EU VAT, please do not hesitate to contact us.
How to follow new products and restocks?
Check out the latest news and our blogs: Figurine news • Manga news . We also announce on our social networks Instagram .
