Help Desk

When shopping with Gamersheek or Urutora, we want to make this the best experience possible.

As the only official Good Smile Company Partner Shop in the UK we offer two different release dates for the majority of products from Good Smile, from Nendoroids to Scale Figures we give you the best options the the best prices available!

Asian Release Date - This is where we fly the stock in, this means that 90-95% of the time you will get it at nearly the same time as the Japanese retailers will get it, no need to wait no need to worry about Import Tax, Handling Charges or any other fees, with Gamersheek & Urutora the price you see if the price you pay for ALL UK Orders!

European Release Date - This is where we put our stock on a boat, this takes around 35 - 45 days to get to the UK and depending on docking schedules and unloading it is usually delivered to our warehouse within 5 days of unloading, this means it can be anything between 6 to 8 weeks slower than the Asian Release Date, however this can be around 10% cheaper for the customer than the Asian Release Date!

The only difference between the 2 dates is the shipping method that we use to bring the stock over to the UK, it is the exact same stock, we just split down the stock allocations and allocate the stock accordingly, and as the ONLY UK Retailer to have this agreement no other UK retailer orders from the official suppliers and gets air freight for their stock, all UK & EU suppliers use sea freight to bring their stock in, this is why all other retailers have the same release dates!

Urutora & Gamersheek pride ourselves on only selling 100% official and licenced products, this is why Gamersheek is the ONLY UK Partnershop for Good Smile Company, as we do not offer parallel imported products or any unofficial or unlicensed products.

Unlike other retailers we will only sell products that are licensed for sale in the UK and EU, so you can buy with 100% confidence that your products have been sourced from official reputable manufacturers and suppliers.

This means that unfortunately we are not able to supply products such as:

Disney / Marvel or Pokemon Nendoroids or figma, these are unlicensed for sale in the UK or EU, any retailer selling these are technically selling "bootlegs".

Urutora & Gamersheek are both ran by a single person, therefore sometimes we don't always get every product from every manufacturer or publisher listed, we have a combined catalogue of over 30,000 products!

We always try our best to source the best merchandise from various different sources and sometimes we may miss something that you are desperate for!

Just reach out to us here: support@urutoracollectibles.co.uk or support@gamersheek.co.uk and we will do our best to get you your collectibles & gaming needs!

When shopping with Urutora or Gamersheek we want to make this the best experience possible.

If for any reason you wish to return something though, we are more than happy to help!

Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods.

Consumers have a further 14 days to return the order once a return has been generated. 

Unwanted Goods or Changed my Mind - When a consumer is returning an "unwanted" item or they have "changed their minds" the customer will be responsible for return postage, once returned, an order will be inspected and once assessed a full refund will be processed, this can take up to 5 working days, Urutora & Gamersheek recommend using a tracked service such as Royal Mail Tracked 48 to return items, as we cannot be held responsible for any returned items that do not make it back to us.

Please note that opened items are not accepted as returnable unless faulty.

Urutora & Gamersheek reserve the right to offer a partial refund on any items that are not returned in the same new condition that they were dispatched in.

Faulty or Damaged Goods - When a consumer wants to return a faulty item, Urutora & Gamersheek will offer a replacement, the replacement will only be sent out once the faulty item has been returned. Urutora & Gamersheek will arrange Royal Mail to collect the item from you at a time that is convenient for yourself, the courier will bring a label with them so you will not have to print anything, once the item has been received back and the fault has been verified a replacement or full refund will be offered.

Please note that we are unable to accept the return of goods or offer any partial refunds or compensation for items damaged during use by the consumer due to mishandling or damage sustained through normal wear and tear.

Exceptions to the Returns Policy:

All products distributed by Good Smile Company, Good Smile Company will replace any defective parts free of charge, you can raise a case with Good Smile Company here: https://support.goodsmile.com/hc/en-us/requests/new

If after 14 days you have not had a response from Good Smile Company, please reach out to us and we will speak to Good Smile Company on your behalf.

Digital Products

Your contract for digital download purchases made through this website is with Urutora & Gamersheek, and you undertake that any and all goods ordered by you are for your own private and domestic use only.

Digital downloads are given their own unique category under the Consumer Contracts Regulations and are therefore not services or goods.

When purchasing download or digital content, customers waive their rights to a 14-day cooling-off period. As such, you hereby acknowledge that once you click purchase you will lose your right to cancel and refund.

Video Games

These include, CDs, DVDs or software if you've broken the seal on the wrapping.

This page will advertise release date changes for products that are distributed by Good Smile Company - Nendoroid / POP UP PARADE / figma / SEGA Goods / Furyu / Scale Figures and more!

The information on this page will remain for 4 weeks after the release date has changed, the release date on the product page will reflect the changes!

This information is not region specific so there may be products on this list that are not for sale in the UK or EU!

March 17th Product Update:
 

Delayed from March 2023 to April 2023

-Golden Kamuy Ogata Knitted Sweater (JAN:4580590166264)

-Otaku Circle's Princess (JAN:4573343560396)

-Mizuki Bunny Ver. (JAN:4589890601307)

-Niina Bunny Ver. (JAN:4589890601314)

-Mutsuki Hayakawa Bunny Ver. (JAN:4589890601338)

-Marie Litchka Kuroki Bunny Ver. (JAN:4589890601383)

-Minako Sanada Bunny Ver. (JAN:4589890601390)

-Lepus Chimomo Bunny Ver. (JAN:4589890601406)

-Queen Bee Honey (JAN:4589890601451)

-Rio (JAN:4589890601444)

-Renge (JAN:4580522757515)

-Symphogear GX 1/7 Tsubasa Kazanari (JAN:4589691204127)

Delayed from March 2023 to May 2023

-Akari・Clark Shinguji (JAN:4571467860965)

-Job2:Miko Akane Kagura (JAN:4562389471773)

Full Payment:

If you pay via PayPal, Klarna, Google Pay, Samsung Pay, Apple Pay the payment for these orders are taken straight away at the point of checkout, with the first installment taken by Klarna at the checkout.

Pay Later:

If you pay by credit or debit card our processing partner Stripe will pre-authorise your account for the full value of the order at the checkout, this is then released back into your account usually within a couple of hours during the working day (9am - 5pm), although this can take slightly longer.

Orders that are due to be paid on release will update their status from Payment Received or Payment Pre-Authorised to Pre-Order - To Be Paid, and a payment link will be sent to customers when the stock leaves our supplier or manufacturer, this can be anything upto 3 weeks before a release date. 

Scale Figures - Non Refundable Deposits

For some of our more expensive figures (usually £750 and above) we may ask for a non refundable deposit, this can be anything up to 25%, this deposit is non refundable if you cancel your order.

Release dates can be subject to change. The dates on the product pages will usually be up-to-date, however delayed adjustments are possible. Please check the manufacturers website for the most up to day information.

For figurines and merchandise, we will generally ship your pre-order within 3-5 days after the release date, this is down to the volume of stock coming in, and the time to check all stock to ensure no damages etc.

For video games, pre-orders are dispatched in time for the game to be delivered on the release date.

You will receive an automated email with tracking information once your order ships.

If you have not received an email with your tracking number 7 working days after the advertised release date, please contact us on support@urutoracollectibles.co.uk

When you place an pre-order with Urutora or Gamersheek you are committing to buy the product, however we fully understand that life happens, therefore we don't penalise you for cancelling orders as long as they are kept to a minimum.

If you wish to cancel your order please email - cancellations@urutoracollectibles.co.uk or cancellations@gamersheek.co.uk with your order number in the subject line.

If you don't email this email address we may not pick up on your cancellation request and this could cause delays in any refunds.

Urutora & Gamersheek reserve the rights to cancel pre-orders for reasons such as stock allocations from suppliers, high levels of cancellations. 

UK Shipping Charges & Timeframes

Standard Shipping Times:

Standard Shipping - Royal Mail Tracked 48 - Usually 2 to 3 working days
Express Shipping - Royal Mail Tracked 24 - Usually 1 to 2 working days
Courier Shipping - DPD Next Day - Usually 1 to 2 working days

All orders under £99.95 are shipped with Royal Mail Tracked 48 as standard
All orders over £99.95 are shipped with Royal Mail Tracked 24 as standard
All Orders over £149.95 are shipped with DPD Next Day as standard

Some orders may be shipped from our Glasgow store and not the warehouse, or items from an order may be shipped from multiple locations, we will split down any orders and each item will receive it's own tracking reference.

International Shipping Charges & Timeframes

We offer fully tracked worldwide shipping via Parcelforce and DPD, for smaller items we will use DHL Global Mail.

ParcelForce aim to deliver in the EU in 2 to 3 working days
DPD European Road aim to deliver in  2-3 working days
DHL Global Mail aim to deliver in 7-12 working days.

International Rates & couriers below


 

Urutora & Gamersheek have various statuses for our order processing, you can see below the order statuses and what they mean:

Payment Received - The order has been paid for using a credit or debit card, Klarna or any mobile payments, and the payment has been successful.

Order Incomplete - The order has not been completed, this could be that the window has been closed before checkout has been completed, this order status will not be processed.

Payment Failed - The order has not been completed, this could be that the window has been closed before checkout has been completed, this order status will not be processed.

Order Refunded - A completed order has been refunded.

Order Cancelled - An open pre-order has been cancelled and no refund was required

Order Disptached - The order has been picked, packed and shipped, an automatic email will be sent to provide tracking details for orders with this status.

Pre-Order To Be Paid - A Pre-Order has been placed using a credit or debit card, and the pre-authorisation has been completed and funds returned to the customers accounts.

Payment Received from PayPal - An order also includes Pre-Orders has been successfully placed using PayPal

For any other order statuses please contact us - support@urutoracollectibles.co.uk / support@gamersheek.co.uk
 

If you need to update the delivery address on an open order or pre-order this can only be done before any orders are dispatched.

Please contact us on support@urutoracollectibles.co.uk or support@gamersheek.co.uk.

Your email should include the following:

Order Number
Old delivery address
New delivery address

You can update your address book on your account, but please note that this will not update or change any open orders.

Urutora & Gamersheek use a 3PL warehouse to dispatch our orders, the warehouse dispatch orders Monday to Friday from 9am till 4:30pm.

99% of all orders are dispatched within 24 hours, please note that whilst we try to ensure that all orders are dispatched within 24 hours during peak trading times such as Christmas these time-frames may be extended.

If your order has not been dispatched within 72 hours please reach out to us at support@urutoracollectibles.co.uk or support@gamersheek.co.uk

Urutora & Gamersheek only send items via tracked services, if you provide a mobile number with your order, this number will be passed to the courier for you to receive free updates and delivery window for your order.

In the event of a missed delivery, both Royal Mail and DPD typically leave a card with the parcel details and instructions on how to re-arrange a delivery.

If for any reason a parcel is returned to us after not being called for, we will offer you the chance to have this redelivered, however there will be an additional charge for this as we won't pay for shipping twice on an order, the shipping charges are below:

Royal Mail Tracked 48 - £3
Royal Mail Tracked 24 - £4
DPD Next Day - £5

We will send out a payment link for the shipping charges, if these go unpaid, we will process a refund for you minus any fees charged by the couriers to return the item to ourselves.