Every figure is packed in its individual collector box, then in an outer carton with corner protection. We ship worldwide from Dongguan, China.
Dispatch
- In-stock items: dispatched within 3–5 business days of payment clearing.
- Pre-order items: dispatched on the release date stated on the product page. If a pre-order date moves, we email every buyer before the original date.
- Mixed orders: a pre-order holds the whole order unless you ask us to split it. Split shipments may carry an extra freight charge.
- Peak periods: Chinese New Year and major release weeks can add 3–7 days. We post the current dispatch estimate at the top of the site when that happens.
Shipping & costs
We ship with tracked express carriers only — DHL Express, FedEx or UPS, chosen by destination and service availability. Economy post is not offered, because an untracked parcel containing a collector figure is not a risk we take.
- Freight is calculated by destination, weight and service, and is shown on your order confirmation before payment.
- Tracking numbers are issued when the parcel leaves our facility, not when the label is created.
- We do not ship to freight-forwarding addresses unless agreed in writing beforehand.
Duties & taxes
Unless your invoice states DDP (Delivered Duty Paid), orders ship DDU: import duties, VAT/GST and customs clearance fees are the buyer's responsibility and are collected by the carrier before delivery.
- DDP terms are available for the United States, European Union, United Kingdom and Japan on request.
- Parcels refused at customs are returned to us at the buyer's cost. Any refund on a refused parcel is at our discretion and always excludes the original freight.
Damage or loss
Report transit damage within 7 days of delivery. Send photographs of the outer carton, the inner box and the damaged part, plus your order number, to michael@coozestudio.com. Keep the packaging until the claim is closed — carriers require it.
Parcels marked delivered but not received must be reported within 7 days so we can open a carrier trace. We cannot open a trace after that window closes.
Final sale
All sales are final. We do not accept returns or exchanges for change of mind, a change in collection direction, or a figure that has been opened and displayed. This applies to sealed boxes as well: once an order has shipped, it is not returnable.
- An order may be cancelled before dispatch; write to us with the order number and we cancel and refund in full.
- After dispatch, an order can no longer be cancelled. Refusing a parcel at customs is treated as a cancellation after dispatch.
- The only exception to final sale is a confirmed manufacturing defect, handled in the section below.
Defects
Every figure is a manufactured product and is covered for manufacturing defects only, reported within 7 days of delivery with clear photographs or a short video. Coverage includes paint defects, joint failure, warped or missing parts and stitching faults. It does not cover shelf wear, dust, or damage caused by handling, restyling or re-painting.
Where a fault is confirmed, we resolve it in this order:
- Replacement part — faceplate, hand set, costume piece or joint, shipped at our cost.
- Replacement figure — if the fault cannot be resolved with a part.
- Refund — if neither is possible within a reasonable time.
Defect claims must be raised by the original buyer, with the order number. Figures bought from a stockist are handled by that stockist.
Refunds
Refunds are issued only for an order cancelled before dispatch, a confirmed defect that cannot be remedied, or a parcel we fail to deliver. They are paid to the original payment method within 10 business days of approval. Bank or card processing times are outside our control. We do not issue refunds to a different account or card than the one used to pay.
Start a claim
Send your order number, the issue and photographs to michael@coozestudio.com. We reply within two business days. Do not ship anything back before you receive written approval — unauthorised returns are refused and disposed of at the sender's cost.