FAQ

The product packaging is intended to protect the item inside.
Please note that we are unable to offer replacements or compensation for damage or stains to the packaging itself.

For customers who purchased from stores other than our official online shop:
Please contact the store where you made your purchase for assistance.

For customers who purchased from the GROOVE STORE online shop:
If the package damage is severe, we may be able to offer a replacement.
Kindly contact us with a photo clearly showing the damaged area.
Please be sure to contact us within 3 days of receiving your order.

If you encounter a defect in your product, please fill out our Contact Form with the following information and attach images of the defective area.
This will help us confirm the details promptly.

Once we have reviewed all the necessary information, we will email you with instructions for exchanging your product. Please note that it may take up to 3 business days for us to respond to your inquiry.

Please include the following information:
▶︎Product Name (or Product Number)
▶︎Detailed description of the defect, along with clear images showing the affected areas
▶︎Your Name and the Name of the store where the item was purchased
If you purchased from the GROOVE online shop, please also include your Order Number

We may request a screenshot of your purchase history, if necessary.
We will provide return and replacement instructions once all the above information has been verified.

We kindly ask for your understanding that we are unable to respond to individual inquiries regarding new product announcements or requests for product re-releases.

All official news and updates will be shared on our website and social media platforms.
Please check those channels regularly for the latest information.

Rest assured, your request will be shared with the appropriate department for internal review.

Firstly, regarding the absence of a box for this product, please note that it is due to its nature as a display sample. The original packaging was discarded in the past, and we have since provided the item without a box.

If any accessory from the original set is missing, we ensure this is clearly noted in the product description. However, there may be rare cases where packaging staff were not fully aware of the original product details. To minimize such instances, we have added supplemental descriptions to clarify potential omissions. As these processes are handled manually, occasional errors may occur. We sincerely apologize for any inconvenience and appreciate your understanding.

Concerning potential odors, we’d like to provide additional details. Due to Japan’s climate, particularly the increasingly humid summers, sample dolls are stored in dedicated boxes to maintain their condition. For international shipping, we repack them in sealed bags to reduce costs. In some rare cases, odors may develop due to the sealing process. To address this, we include a note in the product description to inform customers of this possibility in advance.