suruga-ya.com レビュー 53

I used the site for about a year with no issue but then it all went terribly wrong. I had made an order on behalf of a friend without an account and didn't realise at checkout when I went to make my next order for myself that it had defaulted to their address instead.

The incredibly unhelpful info you finally find tells you that for some reason addresses can't be changed after an order, you must cancel it.

I followed the steps to have it cancelled and made the order over with the correct address. The money had already been taken and I was told by email after asking when it'd show in my account again not to worry the money would be refunded back soon.

It never was.

What followed was an absolutely maddening and snail like back and forth with the site and my bank trying to get the money back.

The company kept sending a barrage of paper evidence again and again to the bank for the remade order rather than the cancelled one (this happened 3 times I can recall) and so every time the bank was refusing to refund me as 'they had proof I'd received the order.' Absolutely useless and in no way at all was the company of any use in making things simpler or easier.

I was forced to keep emailing the company every time I got rejected and was just told over and over 'We think you meant order ----- but you asked for a refund of order ----- please tell your bank'. I told both of them until I was blue in the face yes you're correct please refund that order for me and with supplied screenshots and of past emails telling me 'oh the money will be refunded soon'. but it was like talking to a car of clowns on both sides.

I ended up giving up on trying to pursue my refund after more than 6 months of trying to get into both the company's head and my bank that no, I didn't want a refund for the order that made it to me, I needed a rrefund for the cancelled order that was never completed beyond the 'order received' phase and cancelled within the hour.

I very warily went to make an order in December for some gifts and was left at 'order received' and it was radio silence until January when I finally emailed only to receive the news 'you can't make orders from your account.'

I have asked for an explanation twice through the english speaking form and once on whatsapp asking why to no response.

A complete nightmare. Will gladly never bother with them again. Atrocious customer service that makes it impossible for the customer to get refunds or assistance, lies about refunds being on the way and doesn't even bother to take the initiative to let you know important information or to pass it along to your bank when asked or let you know you can't make orders any longer.

At a first glance I doubted about this page because of their ridiculously good offers and low prices, however I ended up ordering some items and they shipped through EMS, arrived very quickly. It's true they say some articles came new despite being tagged as "used", that truly surprised me, however the packaging protection was null, just a box with a paper inside and nothing else, some items came with cracks but nothing serious, I guess that's the price for low priced and free shipping. Overall was good

Wow, 3 business days from Japan to Canada
item describe as used but it is new, never been open
very low price on item but DHL custom fees was pretty high, overall it was cheaper than any other places.
Will buy again

Package came in just under 10 days!(From Japan to Lithuania) I ordered two T-Shirts and both of them came just like new, didn’t find any problems with the packaging either, it came inside of a normal shipping box, which was not damaged at all.

En lo personal solamente he usado surugaya para pedir CD's que donde vivo son prácticamente imposibles de conseguir
Hasta el momento no tengo quejas, el embalaje es cuidadoso. Solamente una vez vinieron en sobres y gracias a eso la paquetería dañó el jewel case de varios CD's pero no fue culpa de surugaya directamente.
Excelentes precios, incluso me sorprende eso mismo, el envío generalmente suele ser gratis debido a los eventos que suele haber en la página

I recently ordered a figure and 8 hours after confirmation of order I was met with another email not only cancelling my order but accusing me of credit fraud.

I’ve been ordering CD’s from quite some time now and I have no issues with my order until the latest order. I ordered a few CD’s this time last Nov. 12, 2025. I usually get a shipping notification within 3 to 5 days but this time nothing. I emailed, i contacted them through social media to ask the status of my order. No reponse…完全無視！Totally being ignored. What happen to Japanese customer service!? What happen Suruga-ya?
If you don’t have the item in stock at least let me know that you don’t have it. Not letting us wait for nothing.
お客様の問い合わせメールちゃんと返信しましょうね！

I buy only figurines from Suruga-ya. The quality is amazing and I've never had any issues with them. The free shipping campaigns & discounts mean I get figures that usually sell for £150+ for under £90 and I've never had any issues with them. My only complaint is that they do not inform you when an item goes out of stock after you have paid for it. They just don't ship it and don't take the money, so you think you've paid fully for that item and not recieved it. Their communication is subpar

⭐️⭐️⭐️⭐️⭐️ Absolutely love Suruga-Ya!

As an Australian customer, I was so impressed with the shipping speed, I placed my order on October 6th and received it on October 13th. That’s insanely fast for international shipping, honestly, even our local shipping isn’t that quick!

For my first order, I bought three pajama sets listed as “used,” but to my surprise, two of them arrived brand new. I was so happy with the condition and care that went into packing everything.

After such a great first experience, I just placed another order during their bulk savings and free shipping promo. My cart was worth around $350 AUD, but after discounts, I only paid $260 AUD (+ the $9 commission fee), easily some of the best deals I’ve found, and perfect for early Christmas shopping.

I also didn’t get charged any customs or import fees on my first order coming into Australia, which was a pleasant surprise since this was one of my first international purchases. Fingers crossed it’s the same for my next order!

Overall, Suruga-Ya has exceeded my expectations. Fast shipping, amazing deals, and great item quality. I’ll definitely be shopping again!

Ordered several items to the US, one item in a set arrived damaged. I contacted them via email, they asked for photo of the item and item number and a white sticker number that was supposed to be on the package, I provided a picture of the item, the item number from the manifest, and I looked for the sticker but did not find it. They said they needed a few weeks to investigate. I reached out after the few weeks to ask about an update. They again asked for a white sticker number that was allegedly supposed to be on the packaging of the item set, no such sticker was there, I looked repeatedly and never found a sticker. They said they needed more time to investigate. I raised concerns at this point that the process felt excessive, as I'd provided proof the item arrived broken and told them which item it was per the in-box manifest. They said they needed a few days more. I gave them a week or two more, they still did not resolve the issue. I informed them I was starting chargeback process and opened a dispute with Paypal to simply get the cost of the broken item refunded, as the dispute page said I had until October, but after 2 hours of back and forth on the phone, Paypal was unable to help me because it had been more than 30 days since the item was recieved, and the October deadline only applies to items not being recieved at all. They still did what they could and issued me a voucher as they felt very bad about my poor experience. Surugaya told me to wait, I was patient and waited, and by doing that I unknowingly screwed myself with Paypal. I will not make the same mistake in the future.

Update: They have responded to my last email. They have said they will (finally) refund the broken item cost. They apologized for the extreme delay. I have not recieved the refund yet so we shall see. Either way, I do not plan to purchase anything from this company in the future. This experience was dragged out over 2 months for no good reason and was very unpleasant.

Bought a mini gt blister GTR LBWK Photo shown in the listing is clearly a blister. However when the items arrived it was only a box, not a blister.

Filed for claim with PayPal.

Never trust this company. Buy at your own risks. WASTE OF TIME AND SHIPPING FEE.

Commande reçue en 1 semaine, vraiment rapide, mais les frais de douanes sont bien trop chers, je sais que ca ne vient pas directement du site mais je tiens à le souligner.
Il y a beaucoup de choix et l'achat groupé est un énorme avantage comparé à discogs par exemple où c'est des vendeurs tiers et donc les frais de livraisons s'appliquent pour chaque article.
Les articles en eux-mêmes (des CD) sont impeccables, aucune rayure sur les disques, du top qualité pour des CD déjà utilisés :D

To give a Tl;dr straight away: Suruga-ya was amazing. My order was recieved by them, shipped, and arrived to my home all within the timespan of one week (Order recieved on 5th May, arrived on the 12th May). I cannot talk on their shipping prices for reasons said in the review, however I would highly recommend the store as of this first order.
Now for the actual review
At first I was a little bit skeptical, seeing an item I had been looking for at an exceedingly cheap price compared to what I was expecting to see it for. So with a little hesitation, and some research on the store, I had bought a small collectible figurine of Murrue from Gundam Seed Destiny for little over £13 in total. Due to me also ordering during a free shipping event, I cannot comment on what paid shipping services they offer but I can comment on everything else.
The timeframe from order placement to delivery is some of the fastest I've had, even some orders from within the UK took longer than this item coming all the way from Japan. In a one week span of me placing the order, the figurine showed up. The outer box was a bit damaged but it was so comically large compared to the contents that I really wasn't concerned, it gave me a bit of a laugh. The figurine itself was untouched in its original gacha-esque packaging and even further secured to the box by being plastic wrapped to a cardboard slab that was then glued to the bottom of the box, which I assume was to make sure that nothing got bent or damaged by shuffling around during shipment. The figurine arrived in perfect condition and as I am writing this I have it on my desk next to me.
Communication was done about as I expected. the standard recieve, confirm, shipped e-mail string you'll be used to if you order from any other online stores based in Japan. They also provided a Tracking number, which I'll be honest I wasn't expecting but it was very appreciated regardless.

Overall, I would rate this a 10/10 in all honesty. No complaints from me. I am very likely to buy from them again should something else pique my interest. The only thing I can suggest is bubble wrap to further cushion the item, but that's likely only used for larger or more fragile items.

I ordered a pretty rare keychain from them at a lower price than what you'd usually find on the market, and it even came with free shipping! I'm based in Europe, and I received the package within a week or two, which was impressive.

Although the package was about ten times bigger than the actual product and I had to pay import fees, the overall service was excellent. Everything was well-organized, the product is original and high-quality, so I can confidently say I 100% recommend them!

DO NOT buy from Surugaya. Lack credibility and reliability, poor customer service, boderline fraudulant business practices.
1. I had bought a dvd that was supposed to have come with a photocard, but it arrived with it missing. Instead of sending the missing pc which they have in stock as I requested, they offered to do a partial refund which was not satisfactory due to the fact the missing pc is exclusive to the product. After much back and forth communications stating I just wanted the complete product as posted and that I paid a higher price paid for because of the inclusion of the pc, the store did not agree to my request even though the error was on their end. Instead they offered the option for a full refund which required for me to drive far from where I live o some no-name parcel service and incur beforehand all shipping and handling costs which would then only be compensated in the form of a store credit.
2. Free Shipping is a facade. Multiple items I also had purchased came with the store price tags still on them. Come to realize they had significantly up the price for the items on their site compared to the tags. And one of the higher priced item was charged double! After conversion and comparison, the difference in the prices is more than what the actual shipping cost would have been. The Free Shipping offer is trickery making one think you're getting a cost break, but you'll end up paying for it in the end, and then some.
Surugaya regretably failed in resolving a simple issue and unnecessarily wasted my valuable time. What a deeply terrible and exhausting buying and customer service experience. Do yourself a favor and Stay Away.

Ordered figures twice now since the start of the year (written 20th Jan) all arrived fine, good products, shipped fast and in good condition.

J'ai commandé un livre et une figurine pour 76 euros sur ce site, j'ai reçu 2 colis énorme et le livreur m'a réclamé 60 euros de frais de douane, frais qu'on ne m'a absolument pas prévenu !! Ayant très peu de moyen j'ai refusé les colis et le livreur est reparti avec ! J'ai prévenu le site que je souhaitais qu'ils me remboursent les commandes mais non seulement ils refusent de me rembourser mais ils m'ont bannis de leur site !! J'ai donc payé 76 euros pour quelque chose qu'ils vont finalement garder, c'est du vol ! De l'arnaque ! Nous allons de ce pas faire une belle contre pub à ce site !

Surugaya did have free shipping, paying VAT for product it self is understandable, but i also had to pay VAT for shipping fee... ''free shipping'' was a lie
Commission fee also way too high (900 yen) most japanese shop ask 400-500 yen...
also time to ship package slow

I came across this website because I was looking for a specific Japanese only cd with japan only bonus tracks and I was able to find the cd that I was looking for for a great price plus free shipping to the USA. It came very very quickly like 3 days and the cd’s were wrapped very nicely to prevent from being damaged. Amazon should learn how they pack stuff. Just amazing! Customer service excellent! Just check their website you may find something you like. By the way they offer free shipping sometimes so that is the time I purchase a lot. Arigato gozaimasi!

Used them in past. Aside of paying for customs (sad reality for any foreign goods) there were no surprises... Except for the fact that all 3 "used" items arrived new in sealed boxes instead.

Already amazing, right?

But now, I just got info that they have expedited the shipping (despite it being free shipping promo rn) so that it arrives in time for Christmas! The estimate went from 20-26, to 18-21, to now 17.12!

All together that's 3/3 for positive experiences with Suruga-ya. As long as you remember that there will be customs fee, it's likely best pick for ordering goods from Japan - you'd likely pay more for shipping than for the customs anyway.