Aitai☆Kuji Reviews 

Had a quick inquiry about an order. Claudia was super helpful and well knowledgeable. I appreciate her help and keeping me updated on the order status. Thank you so much!

I do not recommend AitaiKuji. This is my second order with them, and both times I've been given the same shipping excuse that doesn't hold up, along with the same request to pay an extra ¥20,000+.

On my first order, they didn't respond to any of my messages at all. When they finally replied, after their team came back from holiday, they said shipping to my country was delayed and asked me to pay an extra ¥20,000+ for DHL/FedEx. I didn't pay. Yet the order was promptly shipped within days of my posting a complaint here, which tells me there was nothing actually stopping it.

On my second order, a "pre-order" for an item that has already been out and released from the official outlet for months, I got the same story: they were "awaiting clearance" from Japan Post and couldn't ship to my country, and again I could pay an extra ¥20,000+ for DHL/FedEx instead. That claim is contradicted by Japan Post's own official website, which shows shipping to my country is not suspended. I sent them the official link and a screenshot and asked them to either confirm shipping or show me the notice they were relying on.

They never replied. I sent three follow-up emails and was ignored every time. As soon as I asked them to back up their claim, they stopped responding.

Two orders, the same excuse, the same push for a ¥20,000+ upcharge both times. I've now asked for my order to be cancelled and refunded, and I won't be ordering from them again.

If you order from this shop from overseas, don't accept their shipping explanations at face value and don't pay their courier upcharge without checking first. Look at Japan Post's official international mail page yourself, and probably don't even try to buy from them in the first place.

DO NOT TRUST THIS COMPANY!! PRE-ORDER SCAMMERS. Quick Summary: Pre-ordered and fully paid for items a year ago, they tell me they can't find the items at all, I check and see they currently have them IN STOCK on their website and are selling them to others but they still refuse to fulfill my pre-order of the exact same items!!

I pre-ordered items over a year ago, paid in full up front, and now I'm being told that I have to pay "exponentially more" for the items if I still want them because THEY screwed up the pre-order. They fully admitted it was their error but refuse to take responsibility. Meanwhile the items are out of stock everywhere else and I would now have to pay scalper prices on eBay if I wanted to get them on my own. This is the entire reason I pre-ordered! It get's even worse: I checked today and can see they are showing the items in stock on their website and are happily selling them to other people while still refusing to fulfill my pre-order from a year ago! If I would have known they were going to scam me like this I would have ordered somewhere else but now it's too late and they don't care. On top of that, customer Service takes WEEKS to respond so good luck with getting support. DO NOT ORDER FROM THIS COMPANY.

I placed a preorder for the To Be Hero X artbook, along with other blind pack items in Feb 16, 2026. The blind packs are scheduled to be released in April while the artbook is to be released in June 2026. They emailed me on July 18, saying there will be a delay caused by China Customs. Fine, I waited. On August 28, I got an email from Adam stating that I need to pay an extra shipping fee for the artbook. In the email, they mentioned that my order will be shipped out within 3-10 business days upon paying the extra shipping fee. Okay, I paid on the very next day. No more updates till the September 16, I emailed to ask again what's the update, got ignored. Now, it has been a month an a half with no communication at all whether when can my order be shipped out. Reading through the reviews, I saw one that said their friends already got the artbook shipped within 10 business days. But what about mine who has placed a preorder in Feb?? If you don't plan on shipping my order, just refund me the entire order + the extra shipping fee. I'm getting very tired of waiting and really regret buying from here. Money has been sent promptly but no order arrived. Is this a scam?

I've used this site multiple times with zero issues so it's a shame this one was so bad I will no longer buy from them ever again.
I pre-ordered some items. Don't get me wrong I know how pre-orders work. I ordered in March 2025 and the estimated release/delivery date listed was Feb 2026, so of course I didn't even think about it until at least late Feb 2026. I gave it an extra few months out of understanding but when it got to May with 0% updates or communication (literally even just a short email about why it was delayed would have helped massively), I contacted customer services.
I know refunds are not offered but I tried asking anyway to no avail. But at least I got an explanation for the delay.
4 months later and still absolutely nothing, so I try contacting customer services again, in a last ditch attempt to try and get at least some kind of partial refund on the items that were severely delaying the parcel.
Success! I get a reply that they were willing to refund the delayed item that still hadn't arrived. I replied asap and was very glad to hear it. Especially seeing as it had been so long and so far such an unpleasant experience that I no longer wanted any of the items in my order anyway. So I was releived to get at least one of them refunded.
Sadly they did not reply again after that and never actually refunded the item as promised. All that happened was another few weeks passed and the delayed item appeared to have arrived and they shipped the full order. Great... but not what I wanted and not what was promised.
Please do not promise partial refunds via customer service emails and then just not do it. It was left unresolved for long enough that the item came into the warehouse. I feel like that was done on purpose. Again, fair enough if I was just told to wait it out again but I was not. I was told I could have a refund and then it never happened.
Thanks for nothing.

Update: Order arrived today and because it had 0 padding inside the actual product boxes came crushed and damaged. The products inside were ok because they were plush but the boxes are not in great condition. Especially seeing as my only solution now is to hopefully try and resell these I don't really appreciate the lack of proper protection inside the shipping box.
I don't expect an actual resolution for this by now, as I said the items have now arrived, and I'll be trying to resell them asap. I can't imagine trying to post them back for a refund (especially when the product packaging is now damaged) would be a remotely feasible option anymore.
Please be careful if you purchase pre orders on Aitaikuji, and be prepared to wait very long times and not get any contact about delays unless you ask first.
Be 100% sure that even in a years time or more you will still want the items, and that you don't mind any kind of delay or potential damage to said item due to insufficient padding.

I have ordered from here last yr and had no issues before, however I will NEVER be ordering preorders and may never order from them again.
If an item is a preorder DO NOT BUY!!! Aitaikuji will take you money and wont tell you that they couldn't actually reserve the product until the product is due to release in less than a month and you have no time to actually reorder from any where else. For context I placed a preorder more than 6months ago for an item that they have only just decided to let me know they couldn't reserve.
I bought a LIMITED preorder product early in its order period and have been waiting for it to be processed. They have only JUST emailed me to advise a refund LESS THAN A MONTH BEFORE THE PRODUCT IS RELEASED. It is FAR TOO LATE for me to reorder anywhere else and the product is limited and will not re-release.
I thought that they were reliable and trustworthy but clearly they have made some sort of mistake in reserving the product and so now I am screwed over and I no longer have aby trust for them and do not find them dependable and reliabe any more. Sure they refunded the purchase and SOME of the shipping fee, but they were unable to do the literal service that they pretend to provide EVEN WITH PLENTY OF TIME TO RESERVE AN EXPENSIVE ITEM.
And what kind of customer service is it to notify literally less than a month from the product release date? If you had issues reserving it they should have told me way earlier so I could at last try preorder from another store but instead Aitaikuji decides to send an refund email literally less than a month from release which has completely screwed me over.

Aitaikuji needs to realise that they can cause a lot of harm and pain for customers with their subpar and lacking communication, any other sane company I have ordered from would have notified straight away that there was an issue.

Please do not buy preorders from Aitaikuji unless you have no other option and understand that if there is any issues with the order or reservation then Aitaikuji WILL NOT communicate and reach out until far too late. Please please consider using a different and better proxy site or personal shopper or a forwarder site for any preorders.

Terrible. The goods have practically no packaging; they arrive destroyed, and the company washes its hands of the matter! Customer service is abysmal, to say the least. They claim that if the package arrives destroyed, it’s the courier's fault—yet the box had absolutely no protective packaging, just a single sheet of paper wrapped around it. They tell you to contact Japan Post support, but it’s entirely in Japanese, and they don't answer emails. It’s unbelievable that collectible items are shipped in this condition. You are scammers.

The last time I complained was in July 2026, and it was about my package not arriving due to their backorder system. It was also about poor communication. It's been 3 years. It is September now. I think this will be the 4th year. No responses from anyone (again).

Can I get an entire refund?

I have been a customer with Aitai Kuji for several years. Fortunately it's been a mostly positive experience and I get almost everything I order from them. The stuff they have not been able to get, they always refunded. Claudia is always courteous and patient with my occasionally over-anxious emails. I think they have been doing very well especially over the last six years when there have been several major setbacks completely out of their control like COVID and tariffs and whatever dumb new regulation the moron in the White House imposed back in July. Shipping does take a while sometimes but I think we need to give some grace for the massive number of shipments they must need to make every week. The only thing I would say is it would be nice if they were more transparent about when they can't get something from an event and let people decide whether they want a refund or to let them keep looking as both times it happened to me I had to reach out several weeks or months after the expected ship time. Ultimately though I think they're one of the best services for merch.

DO NOT AND I REPEAT DO NOT BUY ANYTHING FROM THIS WEBSITE. I HAD ORDERED A DECENTLY EXPENSIVE ITEM THAT WAS ON AN “AS ORDER BASIS” AND I WAS PERFECTLY FINE WAITING THE ESTIMATED TIME GIVEN TO ME INITIALLY. AFTER A FEW WEEKS I GOT AN EMAIL SAYING MY ORDER HAS ARRIVED WITH THEM AND ALL I HAD TO DO WAS PAY AN ADDITIONAL FEE FOR THE TARRIF ON MY ITEM AND THEN THEH WOULD SHIP IT TO ME. A BIT ANNOYING BUT I UNDERSTOOD AND PAID IT HOPING MY ITEM WOULD SHIP SOON. BUT I WAS WRONG AND THIS IS WHERE MY ISSUES BEGAN. I WAITED AND WAITED AND STILL NOTHING SO I REACHED OUT TO CUSTOMER SUPPORT WHO TOLD ME IT WOULD TAKE THEM 3-10 BUSINESS DAYS TO SHIP MY ORDER BUT WAS TOLD THAT THEY HAS IT AND IT WOULD COME IN THAT TIME FRAME. 10 DAYS PASSED AND NOTHING SO I REACHED OUT AGAIN JUST TRYING TO UNDERSTAND WHAT WAS GOING ON AND TO GET AN UPDATE ON WHEN I CAN EXPECT MY ORDER. BUT NOTHING ITS NOW BEEN OVER A MONTH AND IVE REACHED OUT 5 TIMES FROM MY ORIGINAL EMAIL AS WELL AS ADDITIONAL EMAILS JUST TRYING TO GET SOMEONE TO REACH OUT TO ME WITH ANY INFORMATION. AT THIS POINT I AM ONLY LEFT TO BELIEVE THAT I AM BEING SCAMMED AND MY ITEM WILL NEVER ACTUALLY SHIP. I FEEL LIKE IVE BEEN MORE THAN PATIENT AND INSTEAD HAVE JUST BEEN IGNORED. IM NOT SURE WHAT TO DO ANYMORE TO TRY AND RESOLVE THIS SO ALL I CAN IS TRY AND WARN OTHERS ABOUT THEIR HORRIBLE BUSINESS AND CUSTOMER SERVICE PRACTICES. AITAI FIX YOUR PROBLEMS AND STOP SCAMMING YOUR CUSTOMERS!

I AM NOT ADDING AN EDIT AS THERE WERE SOME UPDATES BUT IT ALSO SEEMS THAT TRUSTPILOT IS GENUINELY THE ONLY WAY TO GET THEM TO RESPOND TO MY MESSAGES. I PREVIOUSLY FINALLY GOT CUSTOMER SERVICE TO RESPOND TO ME AND TOLD ME THAT THEY WOULD EXPLORE OPTIONS TO TRY AND GET MY ITEM SHIPPED BUT MOST LIKELY I WOULD NEED TO PAY AN ADDITIONAL SHIPPING FEE, AS THEY CALCULATED THE ORIGINAL AMOUNT WRONG FOR THE PRODUCT SIZE AND WEIGHT. BUT THEY TOLD ME THAT BECAUSE THEY HAD MESSED UP WITH CUSTOMER SERVICE AND KEPT ME WAITING FOR SO LONG, THEY AGREED THAT THEY WOULD COVER HALF THE PRICE OF THE SHIPPING. I GAVE THEM A MONTH TO TRY AND FIGURE OUT HOW TO GET MY ITEM SHIPPED, BUT NOTHING. NO UPDATES, NOTHING UNTIL I HAD TO REACH OUT TO THEM, AND INSTEAD THEY JUST IMMEDIATELY SENT ME AN INVOICE FOR THE FULL AMOUNT OF THE SHIPPING AND NOT THE HALF AS THEY HAD TOLD ME THEY WOULD DO. NOW, ONCE AGAIN, RADIO SILENCE. I HAVE EMAILED THEM MULTIPLE TIMES TRYING TO GET THEM TO REVISE INNOIVE SO I CAN FINALLY PAY AND JUST GET MY ITEM SHIPPED AND STOP HAVING TO DEAL WITH THIS COMPANY. THEY ALSO PUT A CLOCK ON THE INVOICE AND SAID THAT IF IT EXPIRES 11/14 THEY WILL REFUND ME MY TOTAL AMOUNT BUT CHARGE ME A 20% RESTOCKING FEE WHICH I FEEL LIKE THEY ARE JUST TRYING TO RUN OUT THE CLOCK NOW SO THEY CAN KEEP MY MONEY AND NOT EVEN SHIP MY ITEM. THIS IS ABSOLUTELY ONE OF THE WORST BUYING EXPERIANCES I HAVE EVER HAD. ALL I WANT IS THE ITEM I PAID FOR. SO PLEASE, FOR MY OWN SANITY AT THIS POINT, RESPOND TO MY EMAILS AND HELP ME RESOLVE THIS ISSUE FOR THE ITEM I ALREADY PAID FOR. I STILL WARN ANYONE THINKING OF BUYING FROM THIS COMPANY: DO NOT DO IT. IT IS NOT WORTH THE HASSLE OF TRYING TO DEAL WITH THEIR AWFUL CUSTOMER SERVICE.

This is a follow up to my previous review
Despite promising a resolution, they’re still ignoring my support tickets and ignored half of my statements in the review, as they do with everyone
They also attempted to have my previous review removed
Reply to review: nonsense response, admitting to reporting reviews is crazy
Reply to their insane reply: in the reply you’ve edited 5 (make that 6 as im editing this) times now, you originally admitted to reporting my previous review because I called out your ceo and the customer service agent Claudia, which you’ve still not bothered to acknowledge.
You also said in your reply to my initial review it’d be 1-5 business days and I posted this review after 5 business days with no response
You’ve still not explained why I was told it wa in transit from supplier and you went with that excuse for a month before saying it’s a pre order
So you did report my review and mine has always had the order number, as you can see in the history, so just more lies my god
Love the passive aggressive capitals.
Legit just asked you to cancel the one you lied about being in shipping and is a preorder and refund that and the shipping difference and send the other two items
So much nonsense and signaling for something avoidable

What’s so laughable about all this is that if Audrey (the owner, whom I know is the one replying) just used all the time she’s investing in gaslighting the replies to devalue the severity of the issues raised to actually fix them, there’d be so many less issues. It’s illogical
Edit 2: I can confirm the items in stock have been sent but I’ve yet to receive the refund for the cancelled item and related shipping

Arrived at my door with no issues! Delivery didn't take as long as I thought it would for international shipping. Loved the standees I got! Exactly what I ordered.

Very very poor customer service to say the least. I have never received my package, it has been 7 months. The conversation are going in circles. They can’t tell me where my package is, they still haven’t done the needful to contact the Japan post. And they haven’t proposed to refund me. I will never buy from them anymore. I have lost all my trust in them. They know how to take money but they don’t want to deal with problems. I also know I’m not an isolated case.

Order was placed in September 2024. For two years I was strung along being told they weren't able to obtain the items I ordered at the events directly, then pushed back the estimated release date because they had to wait for the "general release" of the items. They did this four times.

I asked for a refund multiple times, and they said I could keep waiting for the general release which should be soon...well,

I did finally say "fine, just cancel it."...they were like "Oh, well, we found all but one of the items" and cancelled one item, then proceeded to tell me I'll now have to pay for tariffs, when that wouldn't have been the case if they had actually cared about it when I paid for the order literally two years ago.

So after two years of waiting, zero attempts at actually resolving the issue or offering any form of compensation for their lack of effort, they've earned this review in return.

I ordered the To Be Hero X artbook set and it went perfectly.
Really happy of the product and the service! Thanks a lot!
I hope that if False Memory get merci, I could buy it with your help again!

Edit: In the reply I was kindly offered a refund for my latest order. I accept said refund.

First time I ordered from them was an "As Order Basis" item back in 2023. While it took a while to arrive, it was a nice experience.

However, my last 2 orders -preorders, to be exact- have been an unpleasant experience. In both cases I was charged an additional shipping fee due to "the item being larger and heavier than expected".
The first one was the To Be Hero X figures (I was able to get a refund from that one, since the extra fee was ridiculously high after what I already paid for shipping when preordering).
This second time happened again, with the To Be Hero X Artbook. I've been ordering things from Japan since 2012, and I've never had to pay more than ¥5000 for large orders, yet with these mentioned preorders I was expected to pay ¥12000 and ¥8000 for shipping alone (come on, a book shouldn't cost ¥8000 for shipping!)

If you're wondering, I'm not from the US, I'm from Mexico. No other service I've used has charged me extra for shipping because "the item was heavier than expected".
I'm currently waiting for a response a week later after refusing to pay the additional fee.
I was excited to get the items, but sfter these experiences I will no longer use this service...

I ordered the To Be Hero X artbook on September 30, 2025, the day it was announced and available for pre-order. The release date was pushed back by the manufacturer from May 2026 to Jun 2026, so understandably Aitai Kuji had to delay the release date as well.

Since the product was coming from China, it took some time to get to their warehouse in Japan. That was also understandable.

When the product allegedly arrived in their warehouse on June 26, they sent me an email asking me to pay an additional fee for tariffs. That was fine. I paid it the same day.

Two weeks passed with no communication, so I emailed customer service to ask about it. Because of the new shipping laws that passed on July 7, 2026, they said they needed more time to make sure the product was properly registered.

I've contacted them 3 times between paying the extra fees and today, and they have never responded to a single email other than the initial one I sent them.

Absolutely atrocious customer service. I've only ever purchased one item from them previously which was already released at the time of purchase. I will NEVER purchase from them again. It cannot possibly take over 2 months to submit a single document.

What's worse is that I encouraged friends to also buy through them. You know what? Despite pre-ordering months after me, apparently their TBHX artbook is being shipped within 10 business days.

There are so many other proxy services out there who actually communicate with their customers. Don't waste your time with Aitai Kuji who can't be bothered to send a single update in 2 months, and certainly can't pre-emptively send out emails letting customers know what's going on with all the shipping changes.

Edit on September 2, 2026: Aitai Kuji did follow through. They shipped my package immediately and it arrived in record time. I've increased the rating from 1 star to 3, but I won't go any higher than that. It shouldn't take complaining publicly to have my concerns acknowledged by the company. It was complete radio silence from them for almost a month. Not an even an automated mail.

However, like I said they did follow through on their promise to ship on the next business day and it arrived at my home on September 2. I'm just so disappointed because I wouldn't have minded the wait at all if someone, anyone, had just responded to my reach outs and let me know what was going on. I still don't plan to purchase from them again, but I do appreciate they took steps to try to make things right.

Probably a good store for some people with great products but a scammy customer service.

I had an order stuck at the deliverer for two weeks and a half, that they never tried to deliver. I took multiple days off to get it, called them two times to change the location to make things easier but in the end they never tried to send the package to me. Sending it back was waaay faster as I see it.

What did Aitaikuji thought about the situation when I asked for a refund ? It was my responsibility to get the package. Excuse me ? What should I have done ? Go to their warehouse and make a hold-up ? I'm a bookseller and when I take orders from my clients I don't tell them it's their responsibility to get them. Even more when they did try their best to get it.

First time buying and for sure the last.

3 years ago I received the wrong item. It took a long time to get any answer from customer service, and when I did I was told they would check it out. They didn't contact me after that. I tried to contact them for months (on several social media platforms too). When they finally replied it was the same spiel; they would check it out. Haven't heard from them since. I offered to send the wrong item in return but was told I didn't have to. I used to buy a lot from them but I couldn't trust them after that. I'm still bitter.

I am writing this review in hopes of getting a response from management, as my support emails are being completely ignored.

I ordered the JoJo's Bizarre Adventure Mayla shoes, which were shipped via FedEx out of Japan. FedEx permanently lost the package in Memphis, TN back on April 1st. FedEx customer support explicitly confirmed to me that the package is lost, but stated that because Aitai Kuji is the shipper of record, the store must open the claim to resolve the issue.

I emailed Aitai Kuji customer support three separate times in July explaining the situation and asking them to open the FedEx claim so I could receive a refund or replacement. I have received zero replies. It has been months since my item was lost, and the company is ignoring me while keeping my money.

Please look into this. My order number is [#000257009].