FAQs

Customer service can only be reached via email. Please contact info@ghiblicollection.com.
Customer service is available 9 a.m. to 5 p.m., Monday through Friday [Pacific Time]. Customer service is not available on weekends or major holidays.

To create an account, go to https://ghiblicollection.com/account.

Once you have created an account, it can be accessed by logging in there as well. When logged in, you will be able to see your current order summary, tracking information (once your order ships), and your order history. If you have forgotten your password, please go here to receive a new password: https://ghiblicollection.com/account/login#recover.

Unfortunately, we cannot add items to an order once it has been placed. You will need to place a separate order for any additional items you wish to purchase.

Please contact info@ghiblicollection.com to cancel your order. Please note that if your order has already shipped, we will be unable to cancel it.

When you place an order, you will be sent an order confirmation email, which will contain your order number.

If you have a Studio Ghibli Collection account, details about the progress of your order and your order history will be available there.

If you do not have an Studio Ghibli Collection account, you can always contact us at info@ghiblicollection.com about the status of your order. We can tell you where your order is in the process on any business day.

All prices on the Studio Ghibli Collection are in U.S. dollars.

Orders for in stock items will ship within 1-3 business days.

For pre-orders, please consult the appropriate product page for approximate shipping dates.

We offer standard and expedited shipping. The cost of shipping is determined by the dollar value of your cart. Please note that even if the value of your cart is zero dollars, shipping costs will still apply.

If your order is over a certain weight it will be upgraded to ship via Federal Express™. If we are delivering to a residential address, your order will ship via FedEx Home Delivery®, which only delivers Tuesday through Saturday (no Monday deliveries).

At this time, we only ship to the United States (including APO, FPO, DPO, and U.S. Territories) and Canada.

Yes. Shipping on our site does not include import taxes, customs duties, or brokerage fees, which may be levied by Canadian customs.

You will be responsible for paying those fees and taxes in order to receive your order.

There are several reasons that an order may be incomplete. If you have ordered more than one product, and one of those products is in pre-order status, the preorder product will ship to arrive to you on the release date of that product. We also ship from more than one warehouse; if your order contains products that are shipped from different locations, they will arrive in different shipments. There are times that we have back-orders and occasionally there are promotional or “Gift With Purchase” items that ship from a different location than the product.

We currently accept Visa, MasterCard, American Express, Discover, PayPal, and Amazon Pay. These are the only payment options for the site at this time.

As of January 9, 2019, when you place an order, you will be charged immediately.

Please note that all charges will appear on your credit card/PayPal/Amazon Pay billing statement as being charged to "SP * GHIBLICOLLECTION"

We accept unopened returns within 30 days of receipt.

We do not take returns of products purchased from anywhere except from the Studio Ghibli Collection Store. Products purchased from retail stores or online retailers are subject to the returns and exchange policy of those locations.

Please contact info@ghiblicollection.com prior to returning an item, as a return merchandise authorization (RMA) number will be required. You will be sent return instructions once you have been assigned an RMA.

Once your return has been received, you will receive a refund for the full cost of the product (including applicable sales tax). We are unable to refund any shipping and handling charges unless the return is a result of our error. Please note that customers are responsible for the cost of return shipping, unless the return is a result of our error.

Please contact customer service at info@ghiblicollection.com and include pictures of reported damages. We will do our best to fix the problem.

Please contact customer service at info@ghiblicollection.com and we will do our best to replace the missing slipcover. However, please note that we cannot replace slipcovers for the following titles:

From Up on Poppy Hill
Grave of the Fireflies
The Kingdom of Dreams and Madness
Ocean Waves
Only Yesterday
The Tale of The Princess Kaguya
When Marnie Was There
The Wind Rises