After-Sales Service FAQs

As authorized distributors we can offer you after-sales solutions if you receive your order with defects or missing parts. Even though all items are checked and packed as well as possible, sometimes situations like this could happen. Manufacturers cannot guarantee perfection for each individual product and, being handmade, this can create small differences between each piece, making them truly unique. Each statue is different, each statue is unique in its particular features as well as in its imperfections. Sometimes factories don't have good quality control, but most of them have warranty on spare parts.

We have an agreement with our forwarder to take care of our parcels by adding protections. We guarantee that each product was new and in perfect condition, but we cannot guarantee that you will receive it without any damage, because resin statues are fragile and we cannot avoid this. The only thing we can do to make these things happen with a low probability is to add protections to our packages for all of our customers.

To get assistance, contact us within 10 days of the delivery date, attaching photos and unboxing videos. We encourage everyone to open and inspect the item upon delivery to qualify for warranty if necessary. Failure to contact us within 10 days may result in the manufacturer refusing any after-sales support. If there is any major damage, please contact us within 24 hours of delivery. We thank you for your cooperation.

If the product is received damaged, we will contact the manufacturer to request replacement of the affected parts . Usually the manufacturer (studios) has an agreement with the factory to provide after-sales service only for a short time after the item is released (about 3 months). They are the ones who determine which solutions are feasible and each situation is evaluated individually. We promise to do our best and if the manufacturer agrees to replace parts, we will send them to you for free .

If the requested spare part is not immediately available, you will have to wait for its production, the timing of which depends on the commitments and speed of the factory. Usually when the manufacturer places the order in the factory, he will make them produce 5-10 more pieces for after-sales service. Since transport times abroad are very long, if there are no more parts for aftermarket we will consult with them to make them produce some new parts for us. This is not easy and time consuming as the factory will have to make a new mold, fill it and finally paint the required parts. We ask you to be patient.

If the manufacturer is unable to meet our request, we will send you a discount coupon or help you contact a professional repairer in your area. We have agreements with the manufacturers on the guarantee that we offer you here, but sometimes they may not be able to send us the replacement parts, especially if it has been a long time since the product was released.

We only work with serious and reliable manufacturers that we know we can count on to obtain spare parts for our customers. With the aim of offering the best after-sales service we always test the manufacturers especially when they are new and if they don't help us in case of problems, we decide not to sell their products anymore. We inform you that the items "in stock" (especially if very dated) are an exception because the factory has archived the project.

Before ordering an item that is in our warehouses in China or Europe, bear in mind that it could be difficult to find spare parts in case of need. This is because the factory that produces them interrupts the project after about 3 months of release and no longer guarantees spare parts. Consequently, the studios will no longer be able to request their production, but will be able to supply them to us only if they are already ready in their warehouses. Please take this into account when deciding to place an order, especially if the item is quite dated. Please check with our customer service if the item you are interested in ordering is still under warranty.

Based on the internal agreements between the producers (studios) and the factory, in some cases it is not possible to use the after-sales service.

- Damage to the shipping box (outer brown): it is intended to protect the contents during transport.

- Damage to the color box (art box): in addition to being spectacular, it acts as a double layer to protect the contents during transport.

- Minor damages : such as scratches, product imperfections or parts pre-glued at the factory and which would only need to be re-glued to restore their original state.

- Damages on out of stock products : manufacturers cannot guarantee spare parts for out of stock items and above all if they have been archived for some time.

Defects and breakages are common problems of collecting resin statues, if you can't accept them, we invite you to order consciously.

Occasionally when parcels go through customs, operators may be inspected for routine checks. They usually just check the contents by opening the shipping box and never damage the contents.