Help & Info

Delivery
Delivery is charged according to the following schedule:

Standard delivery (3-4 working days):
0-25g: £1
25g-1kg: £3.90
1kg-2kg: £5

Express delivery (1-2 working days):
0-25g: £1
25g-15kg: £7.60

Most orders are dispatched using either Royal Mail 1st or 2nd Class with delivery confirmation. Oversized parcels, such as most Perfect Grade kits, are sent via APC Overnight with tracking. Orders are sent out on weekdays, excluding Bank Holidays.


Pre-orders and special orders
At this time, we do not charge for pre-orders. Occasionally, we may not receive enough stock to fulfil all pre-orders - in this event, pre-orders will be fulfilled on a first come, first serve basis. If we are unable to fulfil your pre-order, you will not be charged.

We are able to accept requests for special orders for specific items. If you request a special order, we will attempt to locate the item for you, and quote you a price. If you decide to proceed based on the price, we will place an order for the item at that time. We may ask for a partial payment before we place the order.


Price match guarantee
We offer a price match guarantee against any identical item from other retailers in the UK. In order to be eligible for the price match, the item must actually be in stock, physically located in the UK and in the same condition. Please note that items listed on eBay or Amazon are not eligible for the price match.


Cancellations and returns
You may cancel your order for any reason up to 14 days from receipt of goods. You are responsible for the cost of returning goods to us. Refunds for cancelled orders will be issued within 14 days from the date that the goods are returned to us, or 14 days from when you provide us with proof of sending (e.g. a tracking number or postage receipt with address). You are responsible for the cost of return postage.

Refunds include the original cost standard delivery. If you selected Express delivery where Standard delivery is available, we are only responsible for refunding the cost of Standard delivery. If Standard delivery was not available (e.g. due to the weight of the order), we will refund the full cost of delivery.

If you partially cancel an order, we will pro-rate the cost of delivery for the returned item.

We reserve the right to make a deduction on the value of the goods in the event that you have handled the goods more than necessary, e.g. by opening sealed packets.

If you wish to return goods because they are defective, you have up to 30 days to do so. In this event, we will also refund you the cost of returning the goods to us, or we will arrange for collection from your address. After 30 days, we may, as an alternative, offer you a replacement, or partial refund.

This information does not affect your statutory rights. Your rights to return or cancel goods are governed by the Consumer Contracts Regulations 2015.

For any questions please email us at: info@japan-cool.uk, or call us on 0113 328 0528.


Commonly Asked Questions
Do you provide or sell replacement parts?
Unfortunately, we are unable to provide replacement parts. In the event that your kit has a manufacturing defect, or is missing a runner, we will, of course, replace the kit for you.

When will you get a particular item back into stock, or do you plan to stock a specific item?
We stock all regular Gunpla releases, but we are not able to give a stock or restock date for any particular kit. The stock date depends on when Bandai (or the appropriate manufacturer) reissues the kit, how long it takes to be shipped to the UK and whether or not we are allocated any stock by our suppliers. Sadly, Bandai do not publish their re-release schedule in advance so we only find out what stock is coming in a few weeks before it actually arrives.

I placed an order and it is now showing as Out of Stock. Will I get my item?
Our stock levels are updated in real time. If you place an order for the last stock we have of an item, it is immediately allocated to your order, and then show as out-of-stock, so your order will go through without a problem (barring stock errors, which, although rare, do happen from time-to-time).