🐾 Your questions, our answers!
Products
Are your products authentic?
As an authorized Mofusand reseller, we guarantee that all our products, including figures, accessories and other items, are 100% authentic.
We work directly with official distributors to offer you certified products that comply with the quality standards of the Mofusand brand.
Are the figures limited edition?
Yes, some of our figurines are limited edition. This means that once stocks are gone, they will no longer be available.
Be sure to check our store regularly to avoid missing out on these special editions, which are often highly prized by collectors.
What sizes do you offer?
The size of the figurines varies depending on the model. Each product is accompanied by a description detailing the exact dimensions to ensure you make the right choice.
Orders
What payment methods do you accept?
We accept a variety of secure payment methods, including:
- Credit cards (Visa, Mastercard, American Express)
- PayPal
- Google Pay / Apple Pay
Can I change or cancel my order after I place it?
If your order has not yet been shipped, you can contact us quickly to request a change or cancellation. Once shipped, cancellation is no longer possible, but you can always return the item once received, in accordance with our return policy.
Delivery
What are the delivery times?
Delivery times vary depending on your location:
- France: 3 to 5 working days
- Europe: 5 to 7 working days
- International: 7 to 14 working days
We also offer express delivery options for some countries.
Do you ship internationally?
Yes, we ship our products worldwide. Shipping costs and times vary depending on the destination country, which you can check when placing the order.
What are the delivery costs?
Shipping costs depend on your location and the weight of your order. The exact amount will be calculated at checkout, before confirming the order. We sometimes offer free shipping on certain orders or promotions.
Order tracking
How do I track my order?
Once your order is placed and shipped, you will receive a tracking number by email.
You can use this number to track your package in real time directly on our website or on the carrier's website.
If you have any questions, please feel free to contact our customer service.
What to do in case of late delivery?
If your order does not arrive within the estimated time, first check the tracking with your tracking number. If the delay persists, please contact us so we can resolve the issue with the carrier.
How do I receive notifications about my order?
When placing your order, be sure to enter a valid email address to receive all notifications regarding the shipping, delivery and tracking of your package.
Returns and exchanges
Can I return a figurine if I am not satisfied?
Yes, you can return your product within 14 days of receipt, as long as it is in its original condition, unopened and undamaged.
Contact our customer service to arrange return or exchange of the item.
How to return a product?
If you wish to return a product, please contact our customer service for instructions and return address. Once the product is received and checked, we will refund or exchange it.
How long does it take to get a refund?
Once the product is returned and received, the refund will be processed within 5-10 business days. You will receive an email confirmation when the refund has been processed.
Product maintenance
How do I maintain and preserve my figurines?
To keep your figurines in perfect condition, here are some tips:
- Clean them regularly with a soft, dry cloth to remove dust.
- Avoid prolonged exposure to sunlight to prevent discoloration.
- Store them in display boxes or in a space protected from dust and humidity for optimal protection.
Do the figures require assembly?
Some figures may require simple assembly. If this is the case, clear instructions will be provided with the product. We recommend handling the parts with care to avoid damage.
How do I keep my accessories in good condition?
To preserve your accessories, avoid contact with water or chemicals, and store them in dry places away from direct sunlight.
New products and limited editions
How can I be informed about new developments?
To make sure you don't miss anything, subscribe to our newsletter and follow us on social media.
You will receive notifications about new collections, special collaborations, and exclusive offers.
How to participate in pre-orders?
When a new figure or accessory is available for pre-order, you can reserve it by placing an order directly on our website. The estimated delivery date will be indicated on the product page.
What to do if a limited edition is sold out?
Limited edition products are not restocked once sold out. We recommend signing up for the newsletter to be notified as soon as these products are released so you don't miss out.
Collaborations and Partnerships
Do you have any special collaborations?
Yes, we regularly organize exclusive collaborations with Japanese brands and other kawaii universes. These collaborations are often available in limited edition, and you can discover them in our dedicated section.
How to become a reseller of your products?
If you are interested in becoming an authorized Mofusand reseller, please contact us via our contact form with your company information. We will review your application and contact you shortly for the next step in the process.
What are the criteria for becoming a reseller?
We are looking for partners who share our vision of quality and authenticity. Your company must be able to represent the Mofusand brand in a professional manner and meet our brand standards.
Payments
Are my payments secure?
Yes, all payments made on our site are 100% secure using SSL security protocols. This ensures that your personal and banking information is protected.
What payment methods are available?
We accept payments by credit cards (Visa, Mastercard, American Express), PayPal, and other solutions like Google Pay and Apple Pay.
What to do if there is a transaction problem?
If you encounter any problem during your payment, please contact us immediately so that we can verify and resolve the situation as soon as possible.