1. The person handling fulfillment caught part of a shirt in the shipping bag seal. The shirt was damaged/ripped because of trying to get it out of the seal.
2. The sweatshirt is missing.
3. It's not official merch. The web site and branding makes that misleading. Shipped from an individual. Payment also went to a different individual.
Response from The Ghibli.StoreAug 23, 2025
Hello Steve,
Thank you for your review. We have contact you a few time to support your order, please kindly check your email inbox.
Best,
MU
Muki
BEWARE: Returns are at your own cost to China!
I wish I read reviews of the Ghibli Store before I placed two orders, and I would not have ordered from this website. They do not honor the money-back guarantee policy as stated on their website:
"BUYER PROTECTION: MONEY BACK GUARANTEE!
We are here to make sure that you are 100% satisfied with your purchase! If, for any reason, you are unhappy with your purchase, please contact support and we will take it back!
Ghibli Store Is All About The Service!"
BEWARE: They ship from a California address, and if you request a return, they give you an address in China to return it AT YOUR OWN COST. That is not a money-back guarantee policy.
UPDATE: as you can see from the company’s reply, they are not honoring the money-back guarantee. They are not paying for the return shipping.
UPDATE #2: Again, I will quote the return policy:
“ We are here to make sure that you are 100% satisfied with your purchase! If, for any reason, you are unhappy with your purchase, please contact support and we will take it back!”
I am not satisfied with the quality of the product. It does not look like Totoro. I won’t quibble with the store about whether or not it is a defect. I am not satisfied with the product. One more time: I am not satisfied with the product.
Response from The Ghibli.StoreJul 16, 2024
Hello Muki,
Thank you for your review. After our conversation through emails, we believe that you can totally understand that your package was shipped overseas, as we explain, the CA address is the local post address, not where we shipped from.
To honor our money back guarantee policy, we already supported your request by offering to take our item back even though the item you received is correct and in perfect condition. In fact, Our customer does not usually request a return in cases like this.
Please arrange to return the item back to us as soon as possible so we can support your request.
Update: Alot of our customers were supported by money back guarantee in cases the items have defective, we always provided return shipping labels. In case the item doesn't have any defects, we have noted very clearly in our return policy that you will be responsible for paying for your own shipping costs to return your item.
Thank you,
LI
lin
Don't ever order with them
Don't ever order with them. The package was lost during transit but marked as delivered, I contacted them to inform them of this to see if they offer to either reship or refund, they did neither. I filed a dispute with my credit card and they won the dispute since they supplied the tracking that was marked as delivered BUT IT NEVER GOT DELIVERED
Response from The Ghibli.StoreFeb 19, 2024
Hello Lin,
Thank you for your review. As we discussed via email, you have confirmed to us that the local post office delivered the package to your address and that it was stolen there and not lost in transit. Please consider updating your review to reflect the facts.
We're sorry for the misfortune you've encountered. Please try contacting your local police station to report a stolen package, they may be able to locate it for you.
Wish you all the best,
TR
Tyler R.
Anywhere is better
Never use them unless you're willing to wait with no communication. Bought some gifts for my daughter's birthday about a month ago. I made my purchase 2 weeks before I needed them thinking it was enough time and I'm still waiting. Tried to contact them multiple times with no answer and the shipping tracker they gave me haven't updated in weeks. If they respond to this DO NOT BELIEVE what they have to say
Response from The Ghibli.StoreJul 26, 2023
Hello Tyler,
Our apologies for the inconvenience caused. We have sent you several emails to your email address as tyler.razo@****.com with a tracking link for you to track your package: https://t.17track.net/en#nums=WNBAA0252205117YQ
Please check your spam folder, our emails maybe there,
Thank you,
KA
Kalyn
No way to communicate with them…
Have sent multiple emails to them asking about my order. I got a confirmation email but it said the order was on hold until they can confirm that the payment was received. I have not received anything saying that it was received and the order was officially confirmed. I haven’t heard from them at all. Tired looking for a number and there is no number. My daughter has been asking everyday for her Totoro backpack and after reading lots and lots of reviews I think we both are going to be pretty disappointed if it actually shows up.
Edit after they replied to this: I emailed correct email and still didn’t have any response for 3+ days. Three days after not hearing anything from them I received it was sent out then an email asking for my order number so they could look into it so them saying they “didn’t” receive my email was a lie. They are just slow with communication but after 3+ days and leaving lots of 1 star reviews then I heard from them.
Response from The Ghibli.StoreApr 24, 2023
Hello Kalyn,
Our apologies for the inconvenience.
First of all we want to inform you that we have not received any email from you, please double check the email address you contacted is correct, our email is: [email protected]
The order #5206943 you placed on April 20th was sent a few days ago, we have also emailed you the tracking number, please check your inbox.
We would be very grateful if you could adjust your rating for us after you have checked all the information. Please contact if you need any further information.
Cheers,
---
Update after hearing about your edit review: We have sent an real email to your email address to verify your information. We also sent an screenshot that can prove we do not receive any email from you.
Otherwise, if you have any evidence that you have contacted us and received "an email asking for your order number" as your review said, please kindly screenshot and send it to us,
In case you don't see the email from us, please check your spam folder.
Thank you
EC
Eoin C.
Wrong Item received
Items are very expensive, delivery took over a month and I was sent the wrong item. I would avoid.
SP
Sivylla P.
Order not received and no refund
Ordered a cuddly toy a month ago. Didn’t receive it. Contacted the store for refund but they just gave a new tracking number. So no gift and no refund!
Update:
What the seller replied is true, the order finally arrived and I declined their 50% refund offer.
But most importantly here is what they didn't mention:
1. Don't expect them to honor their 100% Customer Satisfaction guarantee, mentioned on their website. They will completely dismiss you. Just a scam (which I fell for)!
2. Calculate the shipping cost to China if you want to make any returns (about $100 for small item). Yes, this is a Chinese company even though it is not mentioned anywhere on their website. This is their actual address: Recipient: YJM
Address: 8 floor, YongAn Dasha, Nanyuan Street, Linping District,
Hangzhou City
Zhejiang Province, China
PostCode: 311101
3. Anticipate much larger delays than mentioned on their website. My item arrived 1 week after New Year and 2-3 weeks after excepted delivery (counting anticipated delays).
4. The product quality is nowhere near the authentic Ghibli merchandise.
So, order at your own risk but don't except quality of service or products.
Response from The Ghibli.StoreJan 4, 2023
Hello Sivylla,
Thank you for your review.
As you also know, many big brands in the world locate their factory and warehouse in China to save cost and so do we. Please consider false accusations when rating a service just to satisfy your anger.
We have completed over 100,000 orders with very few customer complaints about quality. As for your order, you're angry about the delivery delay, which we've posted on our website since October, that holiday orders won't be guaranteed to arrive before Christmas. . Maybe you didn't pay attention to the notice when ordering.
However, as a service company, we are very sorry for not being able to accommodate your request
In an effort to make up for you, we have offered a 50% discount because the item will be delivered to you soon and we're unable to recall it.
Since you didn't accept the offer, we can't do anything but sincerely apologize to you.
Best Regards,
LH
Laura H.
SCAM
SCAM! Avoid this website. I purchased a “sweater” which was listed as a sweater twice in the description. When it arrived, it was a low-quality shiny shirt with a poor attempt at a sweater print on it. When I emailed they responded that it was a “sweater simulation” (which NOWHERE on their website did they describe it as such).
I have asked for a return label and to return it (their website says returns are accepted) and have gotten crickets.
This is a hoax of a website.
Response from The Ghibli.StoreDec 29, 2022
Hello Laura,
We're very sorry that our lately made you feel uncomfortable. Your order has been refund completely, please allow 5-7 days for the refund to reach your account.
Please consider to update the review for us since the case is solved.
Thank you,
