What to Do If a Figurine Arrives Damaged

If a figurine arrives damaged, document the condition and contact the seller before attempting a repair. Clear evidence helps distinguish shipping damage, a loose component and a finish concern.

If the order is from VoxelPals

The current refund policy asks customers to report covered delivery damage, manufacturing defects or material differences from the approved proof within 14 days of delivery, with an order reference and photographs. It describes a free remake or full refund for covered problems, and also addresses confirmed loss in transit.

This is not a 14-day change-of-mind return promise for completed custom figures. Read the full policy for conditions and contact us through the contact page before repairing or returning the item. Keep the date, order number and four useful photo types together: outer parcel, internal packing, whole figure and the affected detail.

Photograph the complete evidence set

Take images of the outer package, internal packing, the whole figure and the affected area. Include detached pieces without forcing them back into place.

Use clear neutral lighting and another angle if a reflection could resemble a crack. Keep unfiltered originals. A very tight close-up can hide the location of the problem, so include a wider view too.

Keep the packaging and parts

Retain relevant inserts, wrapping and labels while the issue is being assessed. Store small detached parts safely so they are not lost or mistaken for packing waste.

Avoid repeated handling of a loose joint. Set the object on a stable surface and do not test whether a crack will move under pressure.

Send a concise report

Provide the order reference, arrival date and a plain description of what you found. For example: “The right arm was detached inside the box; photos show the figure and packing.”

Use the store's current contact process and policy. Do not assume a universal reporting window, replacement entitlement or carrier procedure applies to every purchase and location.

Wait for the agreed next step

Adding glue, paint or heat can change the evidence and make a repair harder. Ask whether the seller recommends a return, replacement component or another resolution before modifying the item.

If the piece has unexplained liquid or tackiness, mention that specifically and ask for handling advice rather than treating it as ordinary cosmetic damage.

Our seam-line guide can help describe a visible line without prematurely diagnosing it. The goal is a useful factual report that lets the seller assess the condition and propose the appropriate next action under the actual order terms.