Shop Operations & Contact
Q. Do you have live chat support?
A.
Unfortunately, we do not have any live chat support services at this moment.
Q. I have a question about GOOD SMILE ONLINE SHOP.
A.
The global online shop (https://goodsmileshop.com/en/) is operated by Good Smile Company, and this online shop is operated by Good Smile Europe.
Therefore we cannot provide any support about Good Smile Online Shop from our side, so please contact to Good Smile Company via their support site.
Q. What are the available languages?
A.
We would like you to communicate with us in English; however, we can accept German and French.
Other languages may be accepted in some cases; however, they will take longer days and might cause communication errors.
Q. What are the available payment methods?
A.
At this moment, we accept payment via PayPal. As long as you have eligible Paypal account, you can choose payment methods via their service, such as credit cards and bank transfer.
Q. I have a defective product.
A.
Regarding issues about products, please ask to Good Smile Company's customer support here:
https://support.goodsmile.com/hc/en-us
Even if you purcahsed from our Online Shop, inquires about delivered products (except of cancels which ruled in the Refund Policy) will be handled by Good Smile Company's customer support.
When you submit the form, please prepare purchasing evidences (such as confirmation e-mail and/or invoice), then your case will be handled as same as other official online shops.
Accounts
Q. I can't login to my account when try to make a payment for my preorder.
A.
As we do not have your account information at the pre-order moment, we are afraid that you have not registered yet. In case you do not receive any email when you tried "Forgot Your Password" action and it is the first order, then you seem not to have not registered. When you sign-up your account and re-open the payment link, you can proceed with it.
Q. Can I delete my account on GSEOS?
A.
Please contact us via the form.
Preorders & Orders
Q. How my preorders works?
A.
- When you click "Pre-order" and submit your required credentials, we receive your pre-order and put your quantity into our production queue.You will not pay anything at this time, and actual additional costs, such as shipping costs or VAT, do not appear.At this moment, as your pre-orders are not listed on your account, please be careful to keep pre-order confirmation email.
- Once the product is ready, you will receive notification email with payment instruction.You can find additional costs (such as VAT and/or shipping costs) through the process instructed.
- When you complete credential submitting and payment process, then we place your order into the shipment queue.It will be shipped within a couple of business days.
- The deadline for the payment procedure is generally 2 weeks. If you missed the deadline, your pre-ordered item will be returned to our inventory and will not be kept anymore. After that time, ny customer (including you) can purchase from our inventory.
Q. When is the product ready?
A.
Please refer to 'Specification' section in each products' page.
In case the delivery is delayed or moved forward from estimated, we will inform at Information.
Q. Can I check preorders I placed?
A.
As described above, currently you cannot find your pre-orders on your account page, so we strongly recommend you to keep the confirmation e-mail.
Insteadly, you may find a link in the confirmation e-mail or from here, you can access pre-order portal page. After 2-step authentication with your email address that which registered at the pre-order, you can find your pre-orders on the portal.
Q. Is my previous preorder which placed in beta-open (in 2022) still valid?
A.
Of course yes. Your previous preorder is still valid, and you may check it via the confirmation e-mail and/or pre-order portal as avobe.
Q. How is my previous preorder which placed at Japan Expo 2022?
A.
These preorders have been closed already as announced. In case you have not processed within the period but you are still want to purchase the product, please contact via the form. We cannot gualantee that we can accept it because some products have been sold already, however we will do our best effort. (15th Apr. Update)
The problems are solved finally, so their fulfillment will be started soon. You will receive invoice for those orders, and you can make payment for them. In case if you want to cancel that preorder, please contact us via form when you received the invoice. (24th Jan. Update)
They will be handled at the grand opening of our Online Shop, and you will get almost the same procedure as normal pre-orders described above.
We feel truly sorry about this situation.
Q. Can I get preorder bonuses?
A.
We are still working on the way how to reflect the bonus informations to our online shop, however generally you will receive bonuses as same as announced on the global online shop (https://goodsmileshop.com/en/) unless specified otherwise.
If you purchase from our inventory (not pre-ordered), we do not guarantee about bonus items. We may include them if we have enough numbers in our inventory, however we may run short of them in same cases.
Q. Can multiple preorders (and/or inventory sales) combined at shipment?
A.
Unfortunately, we cannot gualantee that we can combine multiple pre-ordered products. We feel sorry about your inconvenience.
However, you may be able to combine your orders in the following way:
- Open your preorder portal from here.
- You will find all of your preorders your portal.
- For the goods that are ready for shipment, you can find links "Payment links sent", instead of the text "Payment links sent? no".
- When you click the link "Payment links sent", then the product will be in your cart.
- Then go back to the portal and click another product's link "Payment links sent", then that product will be in your cart too.
- Once you put all products in your cart, you click "Check Out" then you can purchase them together.
Even with this operation, we suggest that you NOT combine pre-ordered items and in-stock items. We have some campaigns and bonus items which check "in-stock sales" or "pre-order", we might not be able to process your order correctly if you combine products from both conditions. This means that you may miss your bonuses, discounts, and/or other promotions.
Q. Some products seem to be in stock, but the system says "unavailable".
A.
Once the prodcuts are ready in our inventory, the inventory quantity has been updated.
Then, we will keep them for pre-ordered customers for the payment procedure period. After the period (as described above, generally 2 weeks), those products will be ready for usual sales. If you want those "unavailable" products, we suggest you check them later (with wishlist feature) and then you will be able to purchase.
Payment & Shipment
Q. Shall I pay importing costs?
A.
- If you are in EU residence, you will not owe to pay any importing costs, according to the EUCU.
- If you are non-EU European residence (such as UK, Switherland, or Norway), you may owe to pay importing fees. We will ship with usual and duly way, so it depends on custom-house of your country.
Q. How is the shipping costs?
A.
The shipping cost is charged at Check Out.
The rate may vary for some exceptions (such as a huge product) but usually it is EUR 15 or less for all European countries (excl. islands districts). In case you combine multiple items in a order, the shipment cost may be raised. You can find the final shipping cost at the check out process.
Q. Shall I pay VAT?
A.
Yes. VAT is calculated at Check Out, based on your residence country.
As described above, you will pay at import custom clearance instead of at check-out (via the courier service) if you are non-EU European residence.
Q. What kind of payment methods are available?
A.
Currently we are using PayPal payments on our shop. You can use your PayPal account (including your PayPal credit), or just using your credit cards as guest.
Q. My parcel seems to be sent to wrong city.
A.
Due to constraints of courier's tracking system, we know some shipping destination do not appear correctly. In those cases, the destination may be displayed as relaying locations, tentative destinations, or representative cities in your region.
As our shipping instructions are generated automatically based on shipping information you submitted, your parcel will be sent correctly regardless to "Destination" city on the tracking system.