FAQ
Frequently Asked Questions
Can't find what you're looking for? Email us at hello@animelabtokyo.com — we typically respond within 24 hours.
Products & Authenticity
Are your products authentic?
Yes, 100%. Every item we sell is sourced from licensed Japanese retailers and authorized distributors. We never sell bootlegs, knockoffs, or unlicensed merchandise. If you ever receive an item you suspect is not authentic, contact us immediately for a full refund.
What is Ichiban Kuji?
Ichiban Kuji is a popular Japanese lottery game where every ticket wins a prize. Each lot features a series of prizes (A through last-one), with rarer prizes like figures, plushies, and exclusive collectibles. We sell individual prizes from already-drawn lots.
What is Gashapon?
Gashapon (also called Gacha) are Japanese capsule toys, typically sold in vending machines across Japan. Each capsule contains a random miniature figure from a set. We sell both individual capsules and complete sets.
Are the figures new or used?
All items are brand new unless otherwise stated. For Ichiban Kuji prizes, items are unused but the outer Kuji ticket has been redeemed (that's how the prize was obtained). Any condition notes (such as minor box damage) are clearly stated on the product page.
Shipping & Delivery
Where do you ship from?
All orders ship directly from Japan.
Where do you ship to?
We ship to the United Kingdom, European Union, and most international destinations. If your country is not available at checkout, contact us and we'll see if we can arrange shipping.
How long does shipping take?
- Standard (e-Packet): 7–14 business days
- Express (EMS): 3–7 business days
- Premium (DHL/FedEx): 2–5 business days
See our Shipping Policy for full details.
Will I be charged customs duties or VAT?
Possibly, depending on your country and order value:
- UK orders: Local VAT may apply, paid to the courier on delivery (especially for orders over £135)
- EU orders: Local VAT may apply, paid to the courier on delivery (especially for orders over €150)
- Other countries: Customs fees vary by country
These charges are the customer's responsibility and are not included in our prices.
How do I track my order?
Once your order ships, you'll receive a confirmation email with a tracking number. You can track your package on the carrier's website (Japan Post, DHL, or FedEx).
What if my order is lost or delayed?
International shipping can occasionally experience delays. Please allow up to 30 days from the shipping date before declaring a package lost. If your tracking hasn't updated in over 7 business days, contact us and we'll investigate.
Returns & Refunds
Can I return an item?
Yes — UK and EU customers have a 14-day return window. Items must be unused, unopened, and in original packaging. See our Refund Policy for details.
Can I return an opened Ichiban Kuji prize?
Unfortunately, no. Due to the nature of mystery/lottery items, opened Ichiban Kuji prizes and blind boxes cannot be returned.
What if my item arrives damaged?
Contact us within 7 days of delivery with photos of the damage and your order number. We'll offer a full refund, replacement, or store credit at no cost to you.
Payment & Pricing
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express), Apple Pay, Google Pay, Shop Pay, and PayPal (where available).
What currency are your prices in?
Prices are displayed in GBP (£) for UK customers and your local currency for other regions. You can also switch currency manually using the currency selector.
Do you offer discount codes?
Yes! Subscribe to our newsletter or follow us on Instagram/TikTok for exclusive discount codes and new arrival alerts.
Orders
Can I change or cancel my order?
If your order hasn't shipped yet, yes — contact us as soon as possible at hello@animelabtokyo.com. Once shipped, the standard return process applies.
Do you do pre-orders?
Yes, for select upcoming releases. Pre-order items will be clearly marked with the expected release date.An item is out of stock. Will it come back?
It depends on the item. Limited Ichiban Kuji prizes are often one-time releases. Gashapon and figures may be restocked. Sign up for the "back in stock" notification on the product page to be notified.
Contact
How can I contact you?
Email: hello@animelabtokyo.com
Response time: typically within 24 hours, often faster.
Do you have a physical store?
No, we are an online-only retailer based in Japan.
Do you offer wholesale or bulk orders?
For wholesale inquiries, please email us with details of what you're interested in and we'll be happy to discuss.