faq


General

Q: Does Hakken! have a physical shop?
A: Visit any of our retail stores:
Hakken! @ Plaza Singapura
68 Orchard Rd #07-08, Plaza Singapura, Singapore 238839
Tel: 9662 4093
Hakken! @ VivoCity
1 HarbourFront Walk #02-37, VivoCity, Singapore 098585
Tel: 9617 1366
Hakken! @ JEM
50 Jurong Gateway Rd, #04-53 JEM, Singapore 608549
Tel: 8776 5331

Q: Will pre-order items be available in your physical stores once it is released?
A: Not all items will be brought in as in-stock items - this depends on the popularity & demand for the item, as well as supplier stock availability. Hence, we encourage our customers to pre-order with us to secure the product for themselves!
Note: You can join our Telegram group (https://t.me/hakkenonline), or follow our Instagram @hakkenonline to get updates on the latest arrivals!
 
Q: I was not able to join the Pre-Order / it says “Pre-Order Closed” now, is there still a way I can purchase the item?
A: Some Pre-Orders will be brought in as in-stock items, which you can purchase in-store when they arrive. Please note that the best way is to keep a lookout for our updates of new arrivals.
While we cannot guarantee you the item, sending us your interest is the next best way since we will review the waiting list once a month and give you a call if the item you’re looking for is available.
 
Q: Will you restock this item that I’d like to get?
A: We cannot guarantee the restocking of items as it depends on whether the manufacturer continues with the production of the item, as well as the demand and popularity of the item.
 
Q: How will I know when an item I want is back in stock?
Unfortunately, we do not offer any personal notification services for specifically restocked items. Please keep an eye on our website & social media platforms for any updates.
 
Q: The Pre-Order is closed, can I purchase it later when it is released?
A: Once a pre-order is closed, customers may no longer reserve the item for purchase.
However, certain products will become available for purchase when they arrive in our warehouse as “in-stock” items.
We encourage customers who are keen on purchasing unique items (such as scale figures) to write in to us, specifying the item name & barcode for reference. Should the item become available as an in-stock at a later date, we will contact you to see if you’d like to purchase it then!
Note that products will be sold on a first-come, first-served basis as in-stock items if and when it arrives.
 
Q: The Pre-Order closed before the end date
A: Once a pre-order hits the pre-order limit, the pre-order may be closed early. This could be due to several reasons such as an order limit set by the manufacturer/supplier.
 
Q: The item I want to buy is sold out online, is it available in-store?
A: Items that are sold out on our website/app may still be available in-stores, please write in to us at enquiry(at)hakkenonline.com OR on Instagram @hakkenonline (instagram.com/hakkenonline) with the (1) Item Name (2) Variant (3) Store you’d like to purchase from.
 
Q: Can you let me know when an item I want is back in stock?
A: Unfortunately, we are unable to provide a notification service for restocked/newly available items. The sale of an item will reopen without notification in the case where more stock becomes available. Please keep an eye on our website and social media for any updates.
 
Q: I want an item that I don't see in your store. Can you get it for me?
A: Unfortunately, we do not take special requests for orders at this moment. Please browse our site & physical stores for items that you’d like to purchase.
 
Q: Will you announce new pre-order items when they are available?
A: We will post new items available for pre-order in the PRE-ORDER section, as well as update regularly on our social media. Keep an eye on it for the latest updates by following us at:
Facebook: www.facebook.com/hakkenonline
Instagram: www.instagram.com/hakkenonline
Telegram: www.t.me/hakkenonline
TikTok: www.tiktok.com/@hakkenonline

Account Issues

Q: I can't log into my account
A: If you have forgotten your password, please click on the “login” button on the top right-hand side of the page. Click on “Forgot password?”, enter your email address, and click on “Send”.
You will receive a password recovery email in your inbox shortly which can be used to reset your password.

Q: I no longer have access to the email I used to register my account
A: Please write in to [email protected], we will need you to verify your personal information in order for us to change your email address

Orders and Payment

Q: What is a Pre-Order?
A: A pre-order is an item that is available for order but not yet released. The order deadline and item release date will be indicated on the item post. Please make your order before the deadline indicated, as Hakken! will be unable to process your order after the deadline. We ask for your understanding that all pre-orders are subject to availability.

Q: Do I need to pay a deposit for Pre-orders?
A: Yes, all Pre-orders are required to be full paid upon ordering.

Q: What happens after I make a Pre-order?
A: All Pre-order items are subject to availability. We will sent out your orders once the item arrives at our warehouse.

Q: Does my pre-order come with bonus items?
A: We are unable to confirm whether your pre-order item(s) contains any pre-order bonus items.
However, in the event where our supplier provides a bonus item, we will be sending it to you along with the figure you ordered.
 
Q: What is the “Pre-order Date” indicated on the item post?
A: “Pre-order Date” refers to the period of time the item is available for pre-order.
There is no guarantee that the pre-order window will be open again.
Not all items will be brought in as in-stock items.

Q: What is the “Release Month” indicated on the item post?
A: “Release Month” is the month the item is released in its manufacturing country.
The pre-order item usually arrives at our warehouse in 3 - 8 weeks after it is released in the manufacturing country.  (Subjected to shipping delays).

Q: Can I cancel my orders?
A: If the item is a Pre-Order, as long as the order cancellation is made before the item closing date, Hakken! will be able to process the order change. Cancellations made after the closing date for pre-orders will not be entertained.
However, if the item is an in-stock item, orders cannot be cancelled.

Q: Can I change the details of my order?
A: Once your order has been placed, it will not be possible to change the type, colour, size, or version of your order. It is the responsibility of the buyer to check the desired colour, size, and variation of the product before purchase.

Q: Can I get a refund if I cancel my order?
A: If you have applied a voucher, or if the item is on sale, no refunds will be made. Also, depending on the nature of the voucher, if the voucher applied is one use per account, there will be no refund made for the voucher used, and you will not be able to apply the same voucher for your next order. Please refer to our refund policy for more details

Q: Why was my order cancelled?
A: There may be several reasons for your order cancellation:
1) Hakken! did not manage to reach you.
Please ensure that you have provided a valid e-mail address upon checkout and that e-mails from Hakken! are not sent into your spam folder or blocked by your mail clients/ISP.

2) Your order was not finalized.
If we receive incomplete or illegible information, or if we believe there might have been a mistake such as duplicate order, we will attempt to contact you to confirm your order. If we are unable to receive a response within 7 days, your order will be cancelled.

3) A problem with your previous order has not been resolved.
Hakken! will be unable to process orders for customers who have outstanding issues with their previous orders. You will be able to make orders once the outstanding issues have been resolved.

4) The product is unavailable.
In the unlikely event that the product itself is cancelled, or that Hakken! experiences a supply shortage due to problems arising from distributors or manufacturers, your order will be cancelled and a notification will be sent to you. We apologize for the inconvenience and ask for your kind understanding.

Q: Can I pay for half of my orders first and pay the rest later?
A: Hakken! is unable to accept partial payments or incomplete payments.

Q: Why was my pre-order split?
A: Certain item(s) within the same order has already arrived at our warehouse for more than 2 months. As we cannot hold items in our warehouse for more than 2 months, we have to split your order. The item(s) that has already arrived will be shipped to you first, and the rest of your items will be shipped out to you when they arrive.

Q: What are my payment options?
A: Hakken! accepts all major credit cards, debit cards, Apple pay, and Google pay. Should you have trouble making payments, please try another card or method.
There will be a S$0.50 admin fees charged for payments less than $0.50. No admin fees will be charged for payments above $0.50.
If you still face an issue with your payment, please write in to us at [email protected].

Q: What currency can I pay in?
A: The online payment platforms will convert SGD into your local currency if applicable - this means that you will not have to do anything, and the conversion will be done automatically depending on your chosen payment platform.
We currently do not offer direct payment via other currencies.
All foreign currency will be converted and subject to bank rates.
 

Shipping/Delivery

THE FOLLOWING INFORMATION IS ACCURATE FOR THE CURRENT COVID-19 SITUATION.

Q: Does Hakken! deliver to my country?
A: Hakken! delivers to anywhere in Singapore, as well as most of Southeast Asia. However, due to the current COVID-19 Situation, we are unable to deliver to certain countries. Please contact us for more information.

Q: How much do I need to pay for shipping?
A: For Overseas shipping and delivery, shipping costs vary based on your purchase and the selected shipping method. Shipping is calculated based on the size of the item or weight of the item whichever is higher.

Based on your country of residence, your purchase may also be subject to customs taxes or clearance fees that will need to be paid before delivery. Hakken!Online has no control over these taxes, and will not bear or compensate for any such additional costs.

If you need an estimate for your international shipping fee, please drop us an enquiry through “Contact Us”, located at the bottom of the website, or send an email to enquiry(at)hakkenonline.com with the name(s) of the item(s) you are interested in purchasing, along with your full address.

Q: When do I pay for shipping?
A: For Local deliveries, deliveries are a flat fee of SGD5, and will be added to your bill upon checkout. 

For overseas shipping, we will bill you the items in your cart upon checkout. After we calculate shipping, we will contact you via email and issue you a bill for shipping. Please allow 3-4 working days for us to compute.

If you have made Pre-Orders, the shipping will be billed to you when the item is released and ready to be dispatched.

Q: Can I deliver to another address?
A: Yes. Upon checkout, you may enter a different delivery address from your billing address.

Q: Can I change my delivery address?
A: You may change your delivery address or add addresses at any time under your account and select the address you would like to deliver the order to upon check out. However, if the order has already been dispatched, the indicated delivery address cannot be changed. It is the buyer’s responsibility to make sure that the delivery address is correct.

Q: Can I track my order?
A: Yes. We will send you an e-mail that includes tracking information once we have shipped out your order. You can also find this information under your Orders page in your account.

Q: What are the Shipping Methods Available?
A: Hakken!Online provides EMS, FedEx and DHL Shipping services.

Q: How long do I have to wait to receive my purchase?
A: After you’ve placed your order, items that are in-stock will be packed within 3-4 working days. Pre-Order Items will be shipped after they arrive at our warehouse after their official release date.
Shipping times are dependent on your location and shipping method.*

Q: Can I consolidate my purchases into one shipment?
A: All in-stock items will be packed into the same shipment as much as possible, but Hakken!Online is unable to hold in-stock items until a Pre-Order release.

This means that if you have a Pre-Order item in your purchase, as well as in-stock items, the in-stock items will be shipped to you first, and the Pre-Order item will be shipped to you upon the date of release.

Q: I received the wrong / incorrect item
A: Please contact us within 3 days of receiving the delivery. Please send the following details with your message
1) Your Order number
2) The item(s) you received
3) The item you were supposed to receive
4) A picture of the item(s) you received
5) Your contact number
We will get back to you within 3 working days.

Q: Some items are missing / broken / damaged!
A: Please contact us as soon as possible. You can do so by clicking on “Contact Us” at the bottom of our website. Include in your message:
1) Your Order number
2) A detailed explanation of the problem
3) a clear photo of the defective part
We will assess the issue and get back to you within 3 working days. Please understand that it may take us a few days to respond to your claim, as we will need to consult with management.
 
Q: There are defects / missing parts to my Nendoroid :(
A: As per Good Smile Company’s policy, such issues will be handled directly by Good Smile Company.
 You may visit https://partner.goodsmile.info/support/eng/inquiry/ or email them at [email protected]
 Should you require assistance with this, please write in to us at enquiry(at)hakkenonline.com
 
Q: How do I submit my enquiry?
A: You can find “Contact Us” at the bottom of the website.
1) Enter a valid email address - we will reply to this email provided email within 3 working days
2) Describe your concern in the subject field
3) Include details such as order number, receipt, product name, etc.
4) Upload / attach reference images (if applicable)
5) Mobile App: Go to your Profile, click Contact Us


Q: I’d like to get in contact with the Hakken team / None of my questions are listed above
A: Please write to us at enquiry(at)hakkenonline.com with (1) your contact info, (2) details about your concern, and (3) the order / purchase / item.
Alternatively, you can call our office at 6347 3699 / 6347 3696 (Monday - Friday 10am - 5pm, excluding public holidays)


Q: I placed an item in my cart but I was unable to buy it
Products placed in the shopping cart are not reserved immediately - you have to check-out and make payment in order to secure the item. If someone else buys out the stock before you, you may see an error during check-out.

 
Q: I put a wrong address for my order
A: Please write in to us immediately using the email used to place the order and inform us of the correct address. If the item has already been sent out, you may incur additional shipping charges to re-deliver the item.
 
Q: Are there additional fees for International Orders?
A: Import Taxes vary depending on the destination of the delivery. You are responsible for paying import duty or customs fees and providing the relevant documentation required by the customs. Failure to pay custom fees will result in the package sent back to us, you will then be responsible for any additional charges during the return shipment.
 
Please check with your local post-office to confirm if your country has any tax or import fees.

Q: Can I pick up my orders at your shop?
A: Yes. Upon checkout, please select pick up at either Hakken! @ Plaza Singapura or Hakken! @ Vivo City.
Our friendly shop staff will drop you a message once your order is ready for pick up. Due to space constrain, all orders must be pick-up within 14 days from the message.