Last updated: August 2026

At Highplace, every item ships directly from Japan. Because international returns involve significant shipping and customs costs, please read this policy carefully before ordering. If you are ever unsure, contact us at info@highplacejp.com before purchasing — we are happy to help.

This table is a summary only — the full terms below apply.

1.Return Window

Customers in the European Union: You have the statutory right to withdraw from your purchase within 14 days of receiving your item, for any reason and without justification (see Section 2).

Customers outside the European Union (including Australia, UK, and all other regions): We accept return requests within 15 days of delivery. Items must be unused, undamaged, and in their original factory-sealed packaging. Opened items can only be returned if the product itself is defective, damaged, or incorrect (see Section 7).

In all cases, a receipt or proof of purchase is required, and you must contact us at info@highplacejp.com before sending anything back. Items returned without an approved return request cannot be accepted or refunded.

2.EU 14-Day Right of Withdrawal

If your order is delivered within the European Union, you may cancel your purchase within 14 days of the day you (or a third party you designate, other than the carrier) receive the goods. To exercise this right, notify us at info@highplacejp.com with a clear statement of your decision before the 14-day period expires. You then have a further 14 days to send the goods back to us.

The following applies to all EU withdrawals:

• Return shipping costs are borne by the customer. You are responsible for the full cost of returning the item to Japan, including postage, insurance if you choose it, and any Japanese import duties, taxes, or customs handling fees charged when the returned package re-enters Japan. Any such charges left unpaid will be deducted from your refund.
• Diminished value. You may inspect the item as you would in a shop. However, if the item's value is reduced by handling beyond what is necessary to establish its nature and characteristics — for example, removing a figure from its sealed inner packaging, assembling parts, or damaging the box beyond inspection — we may deduct an amount corresponding to the diminished value from your refund.
• Import duties you paid on delivery were charged by your national customs authority, not by us, and cannot be refunded by us. You may be able to reclaim them from your customs authority upon proof of re-export — please contact your local customs office for their procedure.

3.Import Duties & Taxes (All Orders)

All orders ship from Japan on a DDU (Delivered Duties Unpaid) basis. All import duties, VAT, customs fees, and carrier handling charges in your country are the sole responsibility of the customer and are charged separately by your local customs authority or carrier upon or after delivery. These fees are not included in the item price or shipping fee, and we have no control over the amounts charged.

4.Refused & Unclaimed Packages

If a package is refused, left unclaimed, returned due to an incorrect address, or sent back because customs charges were not paid, this is not treated as an approved return. Any refund will be calculated as the item price minus outbound shipping, return transport costs, Japanese re-import duties and fees, and any storage or handling charges incurred. If these costs exceed the item price, no refund can be issued.

For EU customers: refusing delivery does not constitute a valid exercise of the right of withdrawal — please accept delivery and follow the withdrawal procedure in Section 2 instead.

5.Pre-orders

Pre-order items are reserved and paid to the manufacturer on your behalf at the time of your order. Release dates are estimates set by the manufacturer and may change; manufacturer delays are not grounds for compensation.

• Before shipment: Pre-orders cannot be cancelled once placed, as your allocation is committed to the manufacturer. Please order only if you are certain.
• After delivery (EU customers): Your statutory 14-day right of withdrawal under Section 2 remains unaffected and applies to pre-order items in the same way as regular items.
• After delivery (non-EU customers): Pre-order purchases are final and are not eligible for the 15-day return window, except in cases of verified defect, damage, or incorrect items (Section 7).

6.Collectible Packaging Notice

For figures and collectibles, the outer box is packaging, not the product itself. Minor box imperfections that occur during international transit — dents, creases, corner wear, scuffs, or shelf wear — are normal for long-distance shipping and are not considered defects. We pack every order with protective materials to minimize this, but some box wear is unavoidable.

Box condition alone is not grounds for a return, replacement, or refund under Section 1 or Section 7. If pristine box condition is essential to you, please consider this before ordering. (For EU customers, this does not limit your Section 2 right of withdrawal.)

7.Damaged, Defective, or Incorrect Items

Please inspect your order upon arrival. If the product itself (not the outer box — see Section 6) arrives broken, defective, incorrect, or with missing parts, contact us at info@highplacejp.com as soon as possible with your order number and clear photos of the item and packaging so we can resolve it quickly. Prompt reporting helps us file carrier and insurance claims on your behalf.

If the issue is verified, we will cover the solution at no cost to you — a replacement, a full refund, or a prepaid return where applicable. This section applies to all customers worldwide, and nothing in this policy limits any statutory warranty rights you have under the laws of your country.

8.Return Process

• Email info@highplacejp.com with your order number, the reason for the return, and photos where relevant.
• Once your return is approved, we will send the return address and instructions.
• Ship the item back within 14 days of approval (EU: within 14 days of your withdrawal notice), using a tracked service. The item remains your responsibility until it reaches us, so we strongly recommend tracking and adequate packaging.
• Do not send items back without prior approval — unauthorized returns cannot be processed or refunded.

9.Refunds

Once we receive and inspect your return, we will notify you of the outcome. Approved refunds are issued to your original payment method:

• EU withdrawals: within 14 days of receiving the returned goods (or proof of shipment, whichever is earlier). The refund covers the item price and, where the entire order is returned, the standard outbound shipping charge. Deductions may apply for diminished value (Section 2) and any unpaid Japanese re-import charges.
• All other returns: within 14 days of approval, covering the item price. Outbound shipping fees are non-refundable.

Import duties and taxes you paid to your own customs authority are never refundable by us (see Section 2 for how EU customers may reclaim them). Please allow additional time for your bank or card issuer to post the refund. If your refund has not arrived within 10 business days of our confirmation, contact us at info@highplacejp.com.

10.Exchanges

We do not offer direct exchanges. The fastest way to get the item you want is to complete an eligible return and place a new order separately.

11.Order Cancellations (In-stock Items)

In-stock orders that have not yet shipped can be cancelled for a full refund — contact us as soon as possible at info@highplacejp.com. Once an order has shipped, the return policy above applies. Pre-orders are governed by Section 5.