Mandarake Japan

I made two orders with Mandarake, one on their webshop, and one in-person at their store in Japan.

(1)
* What did you order?
From webshop (Nakano store) -- A pair of Volks option hands, a pair of eyes.

* When did you order?
April 2024

* How was the communication?
Didn't communicate - just put the items into my shopping cart and checked out.

* How easy was it to pay?
Pretty easy - I paid with credit card, no problems.

* How long did it take to ship?
It's been a while, but I recall it was pretty fast, they shipped out within a day or two.

* Were there any missing or broken items in your order?
Nope, everything arrived securely packed and in order.

* If there were any problems with your order, how did the company handle them?
N.A

* Would you order from this company again?
Yep, if they had what I wanted.


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(2)
* What did you order?
At Mandarake Umeda store in Osaka -- I bought a Volks SD17 body in person.

* When did you order?
September 2025

* How was the communication?
The staff at the store were helpful and spoke a bit of English. I showed them the doll I wanted, they took it out of the display, packaged it up for me safely (wrapped in bubble wrap and stashed in a big paper bag), and collected payment.

* How easy was it to pay?
Paid with my international credit card. I was able to buy it tax-free after they collected my passport details (normal for Japanese shops that offer tax-free purchasing).

* How long did it take to ship?
No shipping! I walked out the shop with the doll.

* Were there any missing or broken items in your order?
Nope, they packaged everything nicely for transport.

* If there were any problems with your order, how did the company handle them?
N.A

* Would you order from this company again?
Yep, if they had what I wanted. The physical stores seem quite familiar with foreigners coming through ^^

 

Round-up of visiting several Mandarake stores in Japan in person:

Umeda
Wide range of doll items. Often has a few more older Volks or obscure dolls – had some SartoriaJ and Peakswoods when I visited. Helpful and friendly staff.

Kyoto
Less doll items than Umeda – most are around a corner in cabinets. Helpful and friendly staff.

Nagoya
Most helpful staff award! A staff member spent about 10 minutes tracking down an item I'd seen was in-stock at the store on their website but wasn't on the shelves.
Wide range of doll items.

Nakano
Most of the BJD items are in locked cabinets. Helpful, friendly and patient staff member who let me take my time looking through the eyes and shoes.
You may have to seek out a staff member as there may not be one in the immediate area.
Large range of dolls and accessories.

Complex
Worst customer service. Was berated by a staff member for carrying a bag from another shop (come on, it's Akiba, everyone has shopping bags). The same staff member was very surly and rushed me through looking at items in a cabinet. I felt pressured to buy or leave. From looking at Google reviews, it seems other non-Japanese customers have had similar issues, perhaps with the same staff member. Language barrier was not an issue as I speak some Japanese.
Would not go there again unless there was something I really wanted that wasn't available elsewhere.

 

* What did you order?
Wigs, BJD clothes (Especially Volks outfits), Dolls (A Dollfie Dream Miko, two Blythes, two Pullips...)

* When did you order?
From 2017 to 2024

* How was the communication?
Very accommodating and friendly.

* How easy was it to pay?
Very easy through Paypal

* How long did it take to ship?
My items were shipped out very quickly each time. With Air SP, shipping was about 10-20 days, from Japan to France.
* Were there any missing or broken items in your order?
None

* If there were any problems with your order, how did the company handle them?
N/A

* Would you order from this company again?
Yes, definitely!