The Ghibli.Store Avis 

Excellent customer service and communication. There was a delay with my delivery and they investigated quickly and resolved the problem for me. The item I ordered was super cute and exactly as pictured.

The Ghibli Store has amazing products and customer service!

I ordered My Neighbor Totoro Night Lamp Decoration - Totoro and Mei from Ghibli store. It was fragile and should have been completely contained in bubble wrap sufficient to protect it during mailing and delivery. The item came with a tiny piece of bubble wrap, 2 - 2 inch squares of styrofoam and in a thin cardboard box. The lamp was loose in the box so of course the edges and lamp broke. No refund, no apology, no nothing.

Update: after I wrote them saying is have to leave an unfavorable review, they responded that they would provide a refund, which they did quite quickly. Upgraded to three stars as other products arrived just fine.

DO NOT BUY FROM THEM! I ordered an air pod case. It was shipped with a company named CAINIAO. There was a delay in delivery due to a hurricane; understandable. It has been weeks since then and now my package is lost in limbo. Dealing with both these companies is an absolute nightmare. Over a month later still no package & no one can physically find it. I wanted Ghibli to either refund me or send another package with a different company. I was told to wait longer. Well I'm done waiting. I've filed a dispute with my credit card company while I still can. They take FOREVER responding and the only way to reach them is email. Ghibli : if you read this the Order number is 5356398. At this point I just want a refund & to never deal with you again.

Update : They refunded me a couple hours after I posted this. Moved up to two stars.

Update #2 : The package was eventually delivered. Ghibli reached out & asked for either repayment or item returned. Opted to go with repayment as other reviews state that return shipping is ridiculous. Removed the "SCAM!!!!" part of original review.

Ordered a Totoro golf cover and it’s so soft and cute!! Sits a little weird but other than that I don’t have any complaints. Placed my order on Oct. 15 and received it today (Oct. 25). I was a little sketched at first because I wasn’t used to the payment method but after I received the details on my shipment I didn’t have to worry about it anymore.

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.

I recently purchased a floor mat from ghibli.store. Their website advertised the item as the official Ghibli product, but the actual product was a cheap counterfeit mat, presumably from China based on the tag. I feel deceived and sad :( Wanted to share so that others don't fall for the same scam.

Update: After seeing this review, the store issued a refund and asked me to update my review. I increased my rating. Based on other reviews, it's unclear whether the store will honor refund requests if the customer doesn't go through the trouble of posting a public review.

The store should not have deceived customers by advertising the official product and shipping a counterfeit fake item in the first place. Shipping took 1 month from order date to arrival. It was very time-consuming to justify my refund request to the store. And I still don't have a floor mat after 1 month.

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

Timely delivery and goods cute and in excellent order. Especially good since the company responded to my request for a size change (which I requested on the "contact" part of the website). Wow, that was great -- who expects a prompt response and to have the problem fixed -- wow. Thank you Ghibli Store.

I ordered from the ghibli store all the way in South Korea, so I did expect there to be some delays which is no fault of anyone's but; dealing with international mail.

I received great communication from the staff at the ghibli store at all times.

One of the products came incomplete and they swiftly sent me a replacement. They also made sure I did recieve my other products taking into account the possibility of something going wrong.

Everytime I emailed to ask a question or for an update (as the tracking hadnt updated which had nothing to do with them) the communication was quick and very friendly. Will definitely be ordering from them again in the future.

The website customer service was helpful and responsive, all items accounted for and in great condition

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

I love this site, ordered twice from Ghibli Store and my orders came great. Hope they will add Paypal to the payment method

Outstanding customer service and responsiveness. I inquired about the status of my delivery and received a response within 24 hours, which was followed by a helpful exchange, and further unsolicited email communication saying my delivery had arrived. No problems at all; better service than I have received from other online retailers, big or small.

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.

Items are very expensive, delivery took over a month and I was sent the wrong item. I would avoid.

so at first I was kinda mad cus I thought my totoro did music box wasn't related to totoro at all when I got it. Then I contacted the angrily and they were completely cooperative and nice despite my rudeness and asked for a picture of everything. while I was getting everything layer out I found totoro peices and felt so terribly bad and contacted them again with an apology. they even gave me a 10% discount cus idk why they just did they're amazing. great customer service and don't judge too quickly like I did. I'd also like to add the items are from China but its the same quality as in the store like Walmart or any other store. if it was from the US or the UK or something I probably wouldn't be able to afford it. what I'm saying is its great quality.

I ordered from this site and was super pleased with the product I received. There was a slight defect with one of the items. When I reached out to them to ask for a replacement I was so impressed by their customer service. They were prompt, pleasant and extremely helpful. They answered every email and mailed a replacement right away. I would highly recommend ordering from this website, you won’t be disappointed. Thank you!

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.

Very good service and fast delivery