Are all items on Mandarake used?
Not all of them, but the majority of items are second-hand. As such they are pre-owned and sold 'as is' (in the same condition as when they came into our stores) so please expect some minor stains and/or damage to both the package and its contents.

Furthermore, some products in Japan - like prize toys and cinema exclusive items - cannot be bought at usual toy stores; they have to be won, pre-ordered or received directly at special events. However, customers in Japan sell these products to us and we make them available for you. Though many of these items may not be 'used', they are still second-hand.

If you are interested in items that are brand new and straight from their makers, check out the consignment doujinshi section (doujinshi and related goods) and the Mandarake Ark (all other goods).

How can I be sure about the condition of the products?
Our highly qualified and trained staff check every item thoroughly before setting the price.

Any damage found on the product will be stated on the item page, with the exception of age-related degradation/deterioration and when an item is unopened. For unopened items the product is left 'as is' and the contents are not checked. Please note that we cannot take responsibility for factory defects.

What are the chances of receiving a bootleg or fake item? Almost zero. All products are carefully checked by our staff with the help of our own large database.

Why is the price of a pre-owned item higher/lower than the price of a new item?
There are many factors involved when setting the prices for items including rarity, date of issue, the character it is based on, popularity, condition, etc.

The product I want is sold out. When will it be back in stock again?
We buy most of our products from the customers, so unfortunately we can't say for sure if/when it will be back in stock.

We appreciate that customers may want different things at different times, but due to the number of requests unfortunately we are not able to take pre-orders or reservations for out of stock items unless mentioned otherwise on the item page. We do have an Alerts system that may be useful in the meantime.

I'm looking for some particular goods but I can't find any of them on your website. Can you find them for me?
If you can let us know which specific items you are looking for, we can check the current stock levels within the store. Please note that we cannot answer vague inquiries such as "What types of products and how many do you have?", "Do you have any products from the @@@ series?" etc. Our stores can only also give details about that specific store.

Please also be aware that we are not able to source items from non-Mandarake stores.

Can I reserve an item(s)?
Unless otherwise mentioned on the product page, it is not possible to reserve items.

Does price of the product includes tax? Do I have to pay taxes if I do not live in Japan?
The prices displayed on the English version of our website are usually displayed without taxes (if taxes are included it will be mentioned). If you are buying items to be delivered within Japan, then you will have to pay consumption tax on the total price. If you are buying items to be delivered outside of Japan, then you will not have to pay. Please be aware that your country may charge customs taxes or import duties when you receive items from Japan, so please check with your local post office or tax office beforehand.

If you are visiting our stores in Japan as a tourist, it may be possible to purchase items without paying the consumption tax.

I received my package, but an item arrived with some damages. Can I get a refund or exchange the damaged item?
Yes, but only if the problem for which we are at fault. For details, please refer to " Returns and Exchanges ". Please contact us within 7 days with full details of damages with pictures of the items and shipping box. As items shipped via EMS up to the value of 20,000 yen are insured at no extra fee, we can issue an EMS inquiry form to cover the damage. If your items are valued at over 20,000 yen we recommend taking out additional cover. Please be aware that Mandarake will not be responsible for any damage or loss of uninsured shipments or undervalued packages. If you wish to insure your items please write in the comment section of the order form when you place an order.

I've tried emailing you some photographs but I get error messages. What can I do?
Many modern cameras take pictures in a high resolution as a default setting. Therefore it may be likely that the pictures you are trying to send are just too big for our mail server to handle. If possible please lower the resolution on your camera, or alter the image size in your computers photo editing software (Microsoft Paint etc).

If you still can't send your pictures, please send us an email without the attachments. If this email gives you an error there may be a problem with the address. Please make sure that it ends in mandarake.co.jp before sending.

If you still have problems, please contact us by our inquiry form.