For Individual Customers

Important: OBITSU SHOP is for customers in Japan only

OBITSU SHOP, our online shop for individual customers, does not sell or ship products outside Japan. We do not accept overseas orders or overseas shipping requests through the shop. Links to OBITSU SHOP on this site are provided for reference for customers in Japan.

Inquiries may be written in English. Replies are sent by email. For inquiries from outside Japan, please read the Contact page as well.

Please read the notes and prohibited matters below before contacting us.
We do not contact you about inquiries that we are unable to answer,
so please understand this in advance. Please also refrain from inquiries made for sales purposes or solely to obtain comparative quotations, and from telephone calls about matters that have not been answered.
  • You may submit an inquiry at any time, but we reply only during our business hours. Inquiries received on Saturdays, Sundays, public holidays, and during the year-end/New Year and summer holidays will be handled on the next business day or later.
  • As a rule, we reply by email.
  • If an email cannot be delivered, or depending on the content of your inquiry, we may confirm details or reply by means other than email.
  • Depending on the content of your inquiry, our reply may be delayed. Thank you for your understanding.
  • We cannot reply if your contact information is incorrect, so please enter your address, telephone number, and email address accurately.
  • Our replies are sent to you personally for the purpose of answering your inquiry. Please refrain from reposting or using all or part of a reply for any other purpose.
  • If you use the inquiry form more than once, please fill in the required fields each time.
  • Please refrain from using device-dependent characters, emoji, and the like, as they may cause garbled text.
  • So that our reply is not treated as spam, please set up your email environment to receive messages from the obitsu.co.jp domain.
  • We do not accept product ideas or proposals from the general public. If you send us a proposal, we assume no obligation or responsibility whatsoever in relation to it.
  • Personal information obtained through your inquiry will be handled strictly in accordance with our Privacy Policy.
Inquiries from individual customers

Frequently Asked Questions

These are the questions we receive most often from individual customers.
Please be sure to read them before contacting us.
“The item I bought from your online shop has not arrived.”
At our online shop, OBITSU SHOP, items are
shipped within 7 business days after payment is made and confirmed.
Please note that OBITSU SHOP ships within Japan only; it does not ship overseas. If your item has not arrived after that, please contact us through the contact page. The forms are available in English, and you may write your inquiry in English.
“There is a defect in my product. Can I exchange it?”
We will exchange products with initial defects found within 10 days of purchase. Please note that damage, lost parts, color transfer, and the like occurring a long time after purchase are not covered, even if the item was stored unopened. In some cases we may not be able to accept paid repairs either.
“I renewed my credit card. How can I change the card information for an order I have already placed?”
Due to system limitations, we cannot change the credit card information for orders that have already been completed. For such orders, payment is first attempted with the credit card registered at the time of order. If a payment error or other problem occurs, we will cancel the order and send you a URL for placing the order again. Please register your new credit card when you place the order again.
“The product I bought on an auction site has a defect. Please repair or exchange it.”
As a rule, we decline to assist with items that may have passed through another customer's hands, such as those bought through secondhand sales, auction sites, or recycle shops. Please consult the seller or the store where you bought it. Even if we have initially accepted your request, if it turns out during our exchange that the item came from an auction or secondhand sale, we may change or decline our response. Thank you for your understanding.
“When will a certain product be released? / When will it be back in stock?”
We announce this mainly on our blog, our email newsletter, and X (formerly Twitter) (all in Japanese). We do not send individual notices, and we will not reply to such inquiries. * For some products, we offer restock notifications; please register for them from the individual product page.
“I didn't notice and a certain item sold out. Please sell it to me as a special case.” / “Can you hold or reserve an item for me, or let me pay for it in advance?”
To be fair to all customers, we cannot respond to such requests.
“I saw a discontinued item being resold at a high price. I missed my chance to buy it, so if you dislike resale, please re-release it.”

We re-produce a product only when we judge that it will be profitable and that production is possible under comparable conditions. Whether an item is being resold at a high price is one of many criteria, but not the only one.

As one measure against resale, we sell some products on a made-to-order basis. However, due to production conditions such as minimum lots and the scheduling of production lines for new products, some products must be sold in limited quantities.

We take as many measures against resale as a company of our size can, so that as many customers as possible can get our products. Unfortunately, it is difficult to accommodate the individual wishes of every customer.

We will keep looking for better ways. Thank you for your understanding.

“Please make a certain kind of product.”

We will not reply to comments, requests, or product suggestions about our products. We will make sure to pass them on to the staff in charge.

A new boy-type body is a frequently requested item, but we currently have no plans to produce one.

“Can I use a certain company's item with OBITSU BODY?”
As a rule, OBITSU BODY is not guaranteed to be compatible with other companies' products. We also do not verify fit or take size measurements.
“I would like to sell products that use OBITSU BODY.”
The sale, photography, and publication of custom items, outfits, parts, and the like that use OBITSU BODY are, in principle, not something we are involved in. For details, please see this page.
“A photo using an Obitsu ○ cm body was recently posted on X (formerly Twitter). Is there any problem with rights?” / “Is the product at this URL okay in terms of copyright?”

As stated on the page on the handling of OBITSU BODY®, our product OBITSU BODY® is a “base body” for users to customize freely and enjoy. Therefore, the use of products after purchase, the creation of works such as outfits, doll heads, and custom parts made to fit our products, and the publication of photos featuring OBITSU BODY® are, in principle, not something we are involved in.

> About dolls used on social media and individual online shops
These are generally what are called mixed dolls (mix-and-match dolls), and we are unable to answer questions about parts other than our own products. In that case, we would ask you to contact the maker or seller concerned.

> About license permission for outfits sold on individual online shops
Likewise, we cannot judge whether the items being sold have received permission to use the relevant copyrights. Please contact the seller of the outfit.

“I would like to know about OBITSU BODY.”
We have also compiled a Q&A of frequently asked questions about OBITSU BODY, the doll body made by Obitsu Plastic Manufacturing, as well as our original dolls and dolls in general. Please take a look.
Product FAQ
“I would like to sell works that use OBQP (OBITSUKEWPIE).”
The sale, photography, and publication of works, outfits, parts, and the like that use OBQP are not something we are involved in. For details, please see this page.
“Can I tour your factory?”
We are very sorry, but we do not offer factory tours for safety reasons. Thank you for your understanding.
“I am looking for a soft vinyl figure that was bought for me decades ago.”
We are very sorry, but we are unable to answer inquiries of this kind.
Depending on the content, we may not reply to an inquiry if we judge that we are unable to handle it. Please note this in advance. Reviewing a prototype (original model) requires a certain amount of work, so we carry out the review only after a quotation has been issued and a contract has been concluded. Please also refrain from inquiries made for sales purposes or solely to obtain comparative quotations.

To send an inquiry, you must agree to our Privacy Policy.