Q: What payment options are available?
A: Pre-orders have two options – Deposit (not including shipping fee) & Full payment (Total Price plus shipping fee). We recommend Deposit option because shipping cost will be calculated more precisely after we measure pre-orders package to avoid overcharging clients.
In-stocks only accept full payment.
Q: After I preordered a product , when do I pay the rest?
A: As soon as we received the packages from studios , we will message buyers to pay the final payment by means of email, Facebook group and so on. The final payment period is usually about one week. Those who fail to pay the final before the deadline will not receive the products and the deposit is not refundable.
Q: Can I cancel my preorders?
A: We accept deposit cancellation within 72 hours (begin with the deposit payment time). After that time, we do not accept deposit cancellation due to buyers personal reasons.
A restocking fee will be applied for all In-stock/Pre-order (Deposit) cancellations. If an order is cancelled within 72 hours since the order placement, the cancellation fee is 10% of the product total payment. If an order is cancelled after 72 hours since the order placement, a 30% cancellation fee of the product total payment will apply.
Q: Can I pay the statue by several times?
A: You can use PUT IT ON LAY-BUY offered by Paypal for all in-stocks. We accept 50% down payment and up to 3 monthly payments for the rest.
We do not accept LAY-BUY for pre-orders. You can choose deposit option.
Q: How much is the shipping fee?
A: The shipping fee depends on the size of the figure and your delivery location. You could estimate your shipping fee on the product info page – ‘Estimate shipping’ Segment by typing your country and zip code under Full payment option. It’s only an estimation, especially for pre-orders. We will update the charged weight once we received the package.
Q: Why is shipping fee sometimes so high?
A: We choose reliable air freight which charges upon the volume rather than the weight of the package. Resin figures are extremely fragile. We have to use special materials like EPE to warp all over the products for buffering protection. That makes the package double even triple the size of the figure. If you have any doubt about the shipping cost, you can ask for shipping bill from us after you receive the product.
Q: Do I need to pay the import tariff at the Customs?
A: At most circumstances, buyers do not need to pay tariff. We try to declare a lower value to avoid or reduce the tariff.
Below only for your reference, Destination countries relevant provisions of the tax law shall prevail:
EU&UK: the declared value is greater than 15 pounds will produce relevant taxes.
AU: declare worth more than $1000 will produce relevant taxes, etc.
US: the declared value is greater than $800 will produce relevant taxes, etc.
Q: What can I do if I receive a broken figure?
A: Resin products are brittle in nature and there is a risk of breakage in the shipping process. Please inform us as soon as you received the broken figures. We accept damage claims in 72 hours after the package receipt.
Both buyers and Relxelf can raise a complaint against Express Company and you buyers will get all the compensation. Your necessary supports like providing damage photo are needed in the process. According to the damage extent, We will assist you fix some tiny damages. Most Studios/manufacturers offer free repairs as long as you cover shipping both ways.
Q: How long will it take to get my figure?
A: In-stocks are normally be shipped in one week after full payment. It takes 15-20 business days to arrive. Pre-orders’ shipping date is subject to studios’ notification. we need to wait until the studio delivers the product and Relxelf should deliver afterwards.
- Q: What payment options are available?