New customer guide & FAQ

Everything you need to know before your first order: how ordering works, delivery times, duties, pre-orders, our authenticity guarantee and returns.

Ordering in 3 steps

1. Add your figures to the cart. Multi-buy and spend savings are applied automatically – no code needed.
2. Check out securely. Orders are placed through Shopify's SSL-secured checkout. The available payment methods (for example cards, PayPal, Apple Pay and Google Pay) and the final total are shown before you pay.
3. Track your parcel. You receive a tracking number as soon as your parcel is handed to the carrier. You can follow it on our Track your order page.

Delivery times

• Handling: 2–7 business days
• Transit: 5–20 calendar days (weekends included) after dispatch
• Total: approximately 7–30 days from order to delivery (handling Monday–Friday, excluding public holidays; transit includes weekends)

Orders placed after 2:00 PM Central European Time are processed from the next business day. Handling times may be longer during holiday periods and peak seasons. Every order is sent with fully tracked delivery.

Shipping costs

Tracked shipping is free on orders from €55 (order value after discounts). Below that, tracked shipping costs €4.99. Other currencies have their own thresholds, for example £45 / £3.99 in the UK and $59 / $5.49 in the United States. The full table for every market is in our Shipping Information.

Duties & taxes: all included

All prices include import VAT, customs duties and carrier handling fees for every country we ship to. The total shown at checkout is the final amount – there is nothing to pay on delivery. If a carrier or customs authority ever asks you for a payment, please do not pay it: contact us with your order number and we will settle it or refund you in full.

Our authenticity guarantee

We sell new, factory-sealed products from manufacturers such as Bandai Spirits / Banpresto, SEGA, Taito, FuRyu, Good Smile Company and Max Factory. Official licensing is stated only when it is supported for the specific product, and independent studio collectibles are clearly identified on their product pages.

If an item you receive is not genuine, we refund you in full and pay the return postage. The same applies to items that arrive damaged, faulty, misdescribed or incorrect.

Pre-orders

Pre-order items ship after their release and stock arrival. Manufacturer release dates can change. If a pre-order is cancelled by the manufacturer or materially delayed, we contact you and provide the options required by applicable law.

Returns & refunds

• 14-day return window: tell us within 14 calendar days of delivery that you want to return an eligible item, then send it back within the following 14 days.
• Change of mind: the customer pays the return postage (opened or unopened). There is no restocking fee.
• Damaged, faulty, misdescribed or incorrect items: we pay the return postage.
• Returns address: OrbiTopia Returns, Bruenner Strasse 91/8, 1210 Vienna, Austria. Please email us before sending a return so we can log your case.
• Refunds: issued to your original payment method within 5–10 business days after we receive and check the return.

Full conditions are in our Refunds & Returns policy.

Frequently asked questions

Will I have to pay customs or import fees?

No. Duties, import VAT and carrier handling fees are already included in our prices for every country we ship to.

How do the multi-buy savings work?

Buy 2 eligible figures or spend €69 and save €5; buy 3 or spend €129 and save €8; buy 4 or more or spend €199 and save €12. The best eligible offer is applied automatically in the cart and at checkout. Quantity and spend offers do not stack, but they can be combined with free shipping.

What is the free same-series standee?

When your order reaches €55 after discounts, we pack one standee from a series in your figure order with your figures. One per order.

My parcel arrived damaged. What should I do?

Contact us as soon as possible with your order number and clear photos of the shipping carton, label, retail box and the damage. We cover the return postage and provide an appropriate remedy.

Can I cancel my order?

Contact us as soon as possible. If the order has not been dispatched yet, we cancel it and refund the amount paid. Once it has shipped, the return process applies. You can also use our withdrawal page.

Which countries do you ship to?

Austria, Australia, Belgium, Bulgaria, Canada, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Singapore, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Arab Emirates, United Kingdom and the United States.

Need help?

Email support@orbitopia-figures.com or call +44 7522 059701 (Monday to Friday, 09:00–17:00 CET/CEST). We normally reply within two business days.

OrbiTopia is a trading name of ORBITOPIA FIGURES LTD (Company No. 17079949), registered in England and Wales. The London address is our registered office for company administration only.