About After-sales
Q: Can I return or exchange a product?
A: We accept returns within 30 days of delivery for eligible items. The item must be unused, undamaged, complete, and in the same condition as received, with the original packaging and accessories.
If you receive a damaged, defective, or incorrect item, please contact us as soon as possible, preferably within 7 days of delivery. After we confirm the issue, we will arrange an appropriate solution, such as a replacement, exchange, repair, or refund.
For returns due to personal preference, change of mind, or individual expectations, the return shipping cost is the customer's responsibility.
Q: How do I request a refund?
A: Please contact our customer service with your order details and the reason for the return. All returns require prior approval from us. Once the return is approved, we will provide return instructions.
After we receive and inspect the returned item, we will process the refund if it meets our return requirements.
Q: Who pays for return shipping?
A: If the return is caused by a confirmed product defect, damage, or incorrect item, we will cover the reasonable return shipping cost.
If the return is due to personal preference, change of mind, or individual expectations, the customer is responsible for the return shipping cost.
Q: What if the product does not meet my expectations?
A: We understand that customers may have different expectations regarding the appearance, size, articulation, movement, joint tightness, or performance of a model.
If the product is functioning as described and there is no confirmed manufacturing defect, dissatisfaction based solely on personal preference or individual expectations is not considered a product defect.
If you would still like to return the item, you may contact us within 30 days of delivery. If the return is approved, the customer is responsible for the return shipping cost.
Q: What should I do if my item arrives damaged?
A: Please take clear photos of the package and the damaged item and contact us as soon as possible. After reviewing the issue, we will arrange an appropriate solution.
Q: What if I receive the wrong item?
A: Please contact us as soon as possible and provide photos of the item you received. If we confirm that the wrong item was sent, we will arrange the appropriate solution and cover the reasonable return shipping cost.
Q: How long does it take to get a refund?
A:
Credit Card: Refunds are usually processed within 3 business days. If you don’t receive the refund within three days, please feel free to contact us to check.
PayPal: Refunds are usually instant or take about 1 business day. If you don’t receive the refund within three days, please feel free to contact us to check.
Q: Can I change or cancel my order after placing it?
A: Orders can be changed or canceled only before they are shipped. Please contact us as soon as possible.
Q: Do you offer warranty on figures?
A: Some figures may have manufacturer warranties. Please check the product description or contact us for details.
Q: What if I haven’t received my order?
A: Please check the tracking information first. If there is still an issue, contact us and we will help locate your package or arrange an appropriate solution.
Important
All returns require prior approval from Lana Time Shop. Please do not send any item back before receiving return instructions from us.