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Frequently Asked Questions

How do I cancel my order?

You can cancel any pre-order as well as orders that have not started preparation yet.

In order to cancel your order, please follow these steps:

1. Log on your store account and go to “my account” and then to “My Orders”.
2. Find the order in question and click on “Manage”.
3. Click on “Cancel Order”.

You will receive a confirmation e-mail shortly, and the refund will be issued within 48 business hours.

If your order has already shipped, it’s still possible to cancel it and receive a full refund, but you will need to refuse the delivery. If you have already accepted the parcel, you will need to send it back to us (and cover the shipping). For more information, do not hesitate to get in touch with Customer Service.

Where can I find my order number?

Your order number can be found in the confirmation email sent to you from estore@bandainamcoent.asia after placing your order.

You can also find your order history and order information in your user account.

Can I order an item that is temporarily out of stock?

Depending on availability, you may have the option of joining a waiting list. This means you will be notified when the item is back in stock.

But please note that being on the waiting list does not reserve or order the item for you. So, you will need to order quickly before it’s out of stock again!

We understand how important it is to get your game as soon as possible, so rest assured that we make every effort to ensure you receive the game on the day it releases.

Note that because of customs or unforeseen shipping delays, we cannot guarantee release-day delivery.

How do I use a discount code?

Are you the lucky owner of a discount code? Well, hurry and fill up your cart. Time for some shopping!

To use your discount code, you will need to log in or create an account.

When you go through checkout (Step 1: Cart), click the link where it says “If you have a discount code, please click here” and then enter your code. If it is valid it will be applied automatically. You can only use one discount code at a time.

If there is any issue with your code, do not hesitate to get in touch with Customer Service.