General Question / 01 / 02 / 03 / 04 / 05 / 06 / 07 / 08 / 09 / 10 / 11 / 12 / 13 / 14 / 15
Question about PW-momoko / 01 / 02 / 03 / 04 / 05 / 06 / 07
Question about ruruko / 01 / 02 / 03 / 04 / 05 / 06
Question about One-sixth scale Boys & Male Album / 01 / 02 / 03 / 04 / 05 / 06 / 07 / 08 / 09
Question about Usaggie series / 01 / 02 / 03
Question about Odeco-chan and Nikki / 01 / 02 / 03 / 04 / 05 / 06 / 07 / 08



◆ General Question 01 ◆

Q
Where can I buy your products?

A
Our retailers are listed here.




◆ General Question 02 ◆

Q
Does PetWORKs sell products directly?

A
We sell products at PetWORKs Store and at doll events that PetWORKs participates.
Please check What’s New about our doll event participation schedule.




◆ General Question 03 ◆

Q
Which stores have your products in-stock?

A
For information about in-stock situation of our retailers, please contact the retailers directly.
Our retailers are listed here.




◆ General Question 04 ◆

Q
Please tell me where I can shop online.

A

PetWORKs Store Global (in English): To the address outside of Japan.

PetWORKs Store (in Japanese): To the address in Japan.

Our retailers are listed here.




◆ General Question 05 ◆

Q
Will you reproduce sold-out products?

A
No, basically we do not reproduce sold-out products. We apologize.




◆ General Question 06 ◆

Q
Where can I find information about your new products?

A
Please check What’s New for the latest posts.

Also the date when new products are in-stock at PetWORKs Store will be posted at
e-mail magazine “PetWORKs Store News”, Twitter, Facebook and instagram.

 




◆ General Question 07 ◆

Q
I want to know the reservation start date and the on-sale date of new products.

A

PetWORKs Store does not accept reservation of products other than Made-to-Order products.


The date when new products are in-stock at PetWORKs Store will be posted at
PetWORKs Store “News”e-mail magazine “PetWORKs Store News”, Twitter, Facebook and instagram.


Orders are accepted at our retailers. Our retailers are listed here.
Some of our retailers accept reservations. Please contact the retailers for details.




◆ General Question 08 ◆

Q
I want to make an inquiry.

A
・When you make an inquiry about past orders and ordered products, please write the order number.
・In the case of inquiry about PetWORKs products that were purchased at stores other than PetWORKs Store Global, please contact the store you have purchased at.
・Please check “Q&A” before you make an inquiry.
・Please add the following e-mail addresses to your whitelist.
store@petworks.co.jp
store@petworks.ocnk.net
Contact us from here. https://petworks.ocnk.net/contact




◆ General Question 09 ◆

Q
I haven’t received any e-mails from PetWORKs.

A
1) When you place an order or make an inquiry, please make sure your e-mail address is correct.
2) Please check your “spam folder” and/or “trash” in case of auto-sort.

If you haven’t received any auto-reply e-mail, order confirmation e-mail or reply e-mail for an inquiry, please review 1~2 above and add
store@petworks.co.jp
store@petworks.ocnk.net
to whitelist and then contact us via PetWORKs Store Global Inquiry form.
Store Members are able to check purchase history at MY PAGE.
We recommend member registration.
Ordered product(s) will be dispatched even if e-mails are not received.
We accept no responsibility for inconveniences caused by nonarrival of e-mails due to reasons of the customers.




◆ General Question 10 ◆

Q
I want to return a product / make an exchange.

A

・In the case you purchased the product(s) at our retailers.
We are not able to accept any return/exchange. Please directly contact the purchase store.
Furthermore, products obtained at secondary markets such as auctions and products
that have been modified and/or fabricated are treated as used-merchandise.
Therefore, basically we do not accept such items for return/exchange.
Please be careful.

---
・In the case you purchased the product(s) at PetWORKs Store or PetWORKs booth at doll events.

We are not able to accept any return/exchange because of a customer’s personal preferences,

If the product(s) has/have problem(s).

We sincerely apologize. Please check this Q&A to see if the same case is listed.
If the Q&A does not solve the problem, please contact us via “Inquiry” and notify us of the condition of the product,
the purchase date and the purchase store within two weeks from the arrival of the product from the purchase store.
When time passes from the arrival of the product, there may be cases in which we are not be able to respond.

Defects will be judged based on our company standards.
In case of a defect, we will respond by exchanging the parts.
Packages are made to protect products, so we are unable to exchange packages due to damages.
Furthermore, products obtained at secondary markets such as auctions and products that have been modified and/or fabricated are treated as used-merchandise.
Therefore, basically we do not accept such items for return/exchange.
Please be careful.




◆ General Question 11 ◆

Q
I want a printed catalogue.

A
We do not have any printed catalogue, we apologize.
For product information, please see What’s New or the product page of this site.




◆ General Question 12 ◆

Q
Can I release photographs/images of my original work made with PetWORKs dolls?
Can I sell my original work made with PetWORKs dolls?

A
Regarding release of photographs/images of the “PetWORKs dolls” and sales of the “PetWORKs dolls” by the customers, please refer to the following.
“REGARDING RELEASE OF PHOTOGRAPHS/IMAGES OF THE “PetWORKs DOLLS”
AND DISTRIBUTION OF THE “PetWORKs DOLLS” RELATED ITEMS
BY THE CUSTOMERS”


Release of photographs/images and sales in compliance with the content of the above page is acceptable.




◆ General Question 13 ◆

Q
I took images of PetWORKs dolls. Can I release them on SNS, etc?

A
Regarding release of photographs/images of the “PetWORKs dolls” and sales of the “PetWORKs dolls” by the customers, please refer to the following.
“REGARDING RELEASE OF PHOTOGRAPHS/IMAGES OF THE “PetWORKs DOLLS”
AND DISTRIBUTION OF THE “PetWORKs DOLLS” RELATED ITEMS
BY THE CUSTOMERS”


Release of photographs/images and sales in compliance with the content of the above page is acceptable.




◆ General Question 14 ◆

Q
I want to place an order / put an item on hold / make a reservation.

A
- Order for regular products

Please place an order with us following this instruction.

- Order for new products of PetWORKs Stores
Please make a purchase when the products are in-store at PetWORKs Store.

PetWORKs Store does not accept on-hold and reservation of products other than Made-to-Order products.


The date when new products are in-stock at PetWORKs Store will be posted at
PetWORKs Store “News”, e-mail magazine “PetWORKs Store News” and Twitter.


Orders are accepted at our retailers. Our retailers are listed here.
Some of our retailers accept reservations. Please contact the retailers for details.



◆ General Question 15 ◆

Q
Can I use a curling iron or a hair straightener to hair of PetWORKs dolls?

A
The hair of our dolls are made mostly with (※)Asahi Kasei PVDC Fiber “Saran TM”,the melting point is 140 to 180℃.
We arrange the hair of our sample dolls with hot water at 100℃ and steam, yet the hair remains unaltered.
When you use a curling iron or a hair straightener, please keep the temperature below 100℃.
At the time of mass-production, they are heated at maximum 90℃ by a special kiln.

- momoko/ruruko use TOYOKALON in rare cases.
In case of TOYOKALON, please keep the temperature below 80℃.




◆ Question about PW-momoko 01 ◆

Q
The head of momoko has scratch / spot / coloring gap.

A
By our company inspection standards, subtle scratch, spot, coloring gap that are not able visible to (the naked eye) from 15cm away under a fluorescent light are not defective.
Please excuse blur and slur, etc. by digital cameras.
(this inspection standard is stricter than other companies according to our factories)

Our dolls are made by hand work one-by-one. Please note that there are some individual differences.

Small stain (dust), attached hair and fiber can be taken off by a damped cotton swab.
If it looks like a scratch, spot or stain, please give it a try.
We use vacuum device to take off haircut pieces one-by-one, but it is difficult to take them all off. Please note that tiny pieces may attach to the face by impact from transportation, etc.

About scratches and spots other than the above, please contact us via “Inquiry”.




◆ Question about PW-momoko 02 ◆

Q
There are dents on the inner end of eyebrows of momoko.

A
Dents on the inner end of eyebrows are created from prototype for the purpose to color the eyebrows.
Our dolls are made by hand work, so there may be some differences between right and left or there may be individual differences from coloring, but dents appear on all of momoko.




◆ Question about PW-momoko 03 ◆

Q
Neck is stiff, it doesn’t bend.

A
The neck of the body of momoko may be stiff at first due to the joint structure.
When you bend it strongly one time, then the joint moves smoothly afterwards.




◆ Question about PW-momoko 04 ◆

Q
Movement of the joints such as elbows, knees and wrists are different for right and left.

A
The body of momoko is made by hand work one-by-one, so it is difficult to make it completely symmetrical.
Please note that there are some individual differences.




◆ Question about PW-momoko 05 ◆

Q
Do you sell body and head parts?

A
No, we do not sell any parts. We apologize.




◆ Question about PW-momoko 06 ◆

Q
Same products are slightly different in hair length, pocket placement, etc.

A
Almost all procedures are performed by hand work, so please note that identical products may have some differences.




◆ Question about PW-momoko 07 ◆

Q
There is a cut at the heel of a shoe, is this defective?

A
Some shoes have a cut at the heels to slip-on smoothly.




◆ Question about ruruko 01 ◆

Q
About the body

A
Four types of bodies are used for ruruko depending on specifications:
1) Pure Neemo Full Flection XS, Girl (Azone International) with PetWORKs custom-made parts.
2) Pure Neemo Full Flection XS, Boy (Azone International)
3) Pure Neemo Full Flection S, Boy (Azone International)
4) Obitsu Body 22cm, Bust Size S

Pure Neemo Flection parts are detachable. There may be some gaps or the parts may come off with a light touch. Also,
some differences may occur since prototype is made individually,
not by reversing right and left.

Joints such as knees may have some gaps from manufacturing, but that is not defective.


Dolls may stand when they are balanced, but basically, they do not stand on their own.

In order for the feet to not come off, we recommend to take off the feet before putting on socks and shoes such as boots in which feet cannot be seen.
When the feet remain inside the shoes, warm them with hot water and then it will be easier to take them out. (do not use boiling hot water)

Due to material composition, color tones and connection may vary by production lot.

Patterns like lines and cracks are a phenomenon called “weld” that happens when materials are mixed.
Also, please note that “black spots” and “white spots” on the body surface are seen by the manufacturers as within the scope of manufacturing procedure specifications,
thus not defective.

White spots on the body surface are a phenomenon from production process,
they are not defective.

- About insertion and removal of the feet parts and dark-colored outfits
- Pure Neemo Flection (Azone International)




◆ Question about ruruko 02 ◆

Q
Feet fall off easily / Feet can’t be pulled out

A
- When the feet fall off easily
Pure Neemo Flection parts are detachable.
There may be some gaps or the parts may come off with a light touch. Also, some differences may occur since prototype is made individually, not by reversing right and left.

In order for the feet to not come off, we recommend to take off the feet before putting on socks and shoes such as boots in which feet cannot be seen.
When the feet remain inside the shoes, warm them with hot water and then it will be easier to take them out.
(do not use boiling hot water)


- When the feet cannot be pulled out
Depending on the time of production, there is a specification in which the feet can be pulled out and a specification in which the feet cannot be pulled out.
Specifications are not selectable.

- About insertion and removal of the feet parts and dark-colored outfits




◆ Question about ruruko 03 ◆

Q
Do you sell body and head parts?

A
No, we do not sell parts for ruruko. We apologize.
We use Azone International bodies and Obitsu Body 22cm, Bust Size S.

- Compatible with Pure Neemo Full Flection XS/Girl, XS/Boy, S/Boy (Azone International).
- Compatible with Obitsu Body 22cm, Bust Size S.

ruruko natural skin → Pure Neemo Flection Natural (Azone International) / Obitsu Body 22cm Natural
ruruko fair skin → Pure Neemo Flection Fair (Azone International) / Obitsu Body 22cm Whitey




◆ Question about ruruko 04 ◆

Q
Are there any clothes and shoes that ruruko can wear?

A
The hands and the legs of ruruko are longer, but ruruko can share some clothes for “Odeco-chan and Nikki”. Some pants and yukata may not fit.
The feet of ruruko are bigger, but she can share most of the shoes for “momoko”.
Some tight-fitting shoes may not fit.
Also, outfit and shoes of Pure Neemo XS (Azone International) may fit.
Please see doll fashion items.




◆ Question about ruruko 05 ◆

Q
The back of the attachment hand parts is not smooth.

A
On the back of the attachment hand parts of Obitsu Body 22cm,
there are cut marks of burr from manufacturing. They are production spec, not defective.




◆ Question about ruruko 06 ◆

Q
Joint part is sticking out from the shoulder of the body of ruruko.

A
Structurally, dowel at the shoulder joint of the body of ruruko (Pure Neemo body) may stick out when the arms are moved up and down.
In that case, please check if dowel is inserted in the correct direction and then close the arms and press dowel strongly against a solid flat surface such as a desk.
In doing so, placing a cloth on a desk may prevent scratches.
Press strongly not only from above but by moving the shoulder around to make contact evenly with the desk to insert dowel smoothly.

As for dowel’s direction, if dowel is not aligned with the shoulder line, the direction may not be correct.
If that is the case, take dowel out by your fingers or your nails and place it in the correct direction and push it in.




◆ Question about One-sixth scale Boys & Male Album 01 ◆

Q
Neck is unstable. Face is not facing front.

A
The head of One-sixth scale Boys & Male Album moves and shakes differently from the head of momoko and ruruko.
It may feel loose comparing to other dolls, but it is not defective.

At the time of shipment, the neck may turn to sides or backwards by impact from transportation, but that too is not defective.
Depending on the angle of the neck joint inserted in the head, it might tilt when the doll stands. To stabilize, hold the head firmly and push back as if tilting back the neck joint inside the head.




◆ Question about One-sixth scale Boys & Male Album 02 ◆

Q
Placement of hands and feet are strange. Hands and feet fell off.

A
At the time of shipment, they may turn to strange direction or fall off by impact from transportation, but that is not defective.
Please open the package and adjust to proper direction.




◆ Question about One-sixth scale Boys & Male Album 03 ◆

Q
Hands and feet fall off easily. Hands and feet rotate.

A
Even when the wrists and the ankles of “One-sixth scale Boys & Male Album” rotate easily,
if they are caught when you pull them out, then they are not defective.

If they fall off easily without being caught, then they may be defective.
We will review the condition. Please contact us via “Inquiry”.




◆ Question about One-sixth scale Boys & Male Album 04 ◆

Q
When I pull out hands/feet, joints remain in the body.

A
When the hands and the feet are pulled out,
whether the joints remain in the body (wrist/ankle) or in the hands/the feet of “One-sixth scale Boys & Male Album” depends on subtle difference in the welding of forearms and elbows.
The joints are not defective for remaining either way or differently for right and left.




◆ Question about One-sixth scale Boys & Male Album 05 ◆

Q
Head, body, hands and feet are in different colors.

A
For “One-sixth scale Boys and Male Album”, the head is made from PVC, the body is made from ABS, the hands and the feet are made from TPE (thermoplastic elastomer).
We try to match colors as much as possible, but differences in color are inevitable due to material differences.
Also, please note that colors may change by difference in the time of production.




◆ Question about One-sixth scale Boys & Male Album 06 ◆

Q
Body is scratched.

A
Trace of shaving on the side of a body is made when burr created at the body’s connection is shaved, it is within inspection standards.
Also, the front of the body may have traces from polishing the body, but that is within inspection standards.
About scratches and foreign objects other than the above, please contact us via “Inquiry”.




◆ Question about One-sixth scale Boys & Male Album 07 ◆

Q
Color transfer happened on hands/feet.

A
Hands and feet are made from TPE (thermoplastic elastomer). Color staining may occur when they are rubbed against fabric which is likely to discolor.
If color transfer happened, rub it off with an eraser as soon as possible.
If eraser does not work, take it out of the joint parts and soak it in diluted liquid with chlorine bleach.
- It will not come off by oxygen bleach.




◆ Question about One-sixth scale Boys & Male Album 08 ◆

Q
Joint parts of hands and feet are broken.

A
Please contact us via “Inquirywithin two weeks from the arrival of product from the purchase store. We will send you the joint parts.




◆ Question about One-sixth scale Boys & Male Album 09 ◆

Q
How to assemble hands/feet

A
Please refer to the image. Push the forked side of joint parts into wrist/ankle,
and the other side into hands/feet.
All four joint parts are the same.






◆ Question about Usaggie series 01 ◆

Q
Are there any clothes and shoes that Usaggie can wear?

A
The body for Usaggie series is almost the same size with “Odeco-chan and Nikki”,
so Usaggie can share some clothes for “Odeco-chan and Nikki”. Please see here.

The hands and the legs of Usaggie series are shorter, but Usaggie can share some clothesfor “ruruko”.
The cuffs may be narrow or the sleeve length and the hem may be too long.




◆ Question about Usaggie series 02 ◆

Q
About the body

A
“Odeco-chan and Nikki” and “Usaggie” series use almost the same body.

Dolls are taken out of mold one-by-one by hand work, so parts may have some individual difference.
Small bubble traces, black spots, small scars, color unevenness may occur.
There may be some gaps between the parts, but that is not defective.
Lengths of hands and legs may be different between right and left.
Also, please note that dolls do not stand on their own.
Mini uses Obitsu 11cm body.




◆ Question about Usaggie series 03 ◆

Q
White head and white shoes partially changed into yellow.

A
When PVC is sealed and kept in a dark place, yellowing may occur due to material characteristic.
It may likely to recover from yellowing when it is taken out of a bag and kept at a well-ventilated, well-lighted place for one week or so.
When you keep PVC products, please do not seal.




◆ Question about Odeco-chan and Nikki 01 ◆

Q
Please tell me the sizes of the wigs.

A
7 - 8 inches may fit.
There may be some differences depending on manufacturer and product.




◆ Question about Odeco-chan and Nikki 02 ◆

Q
Eyelashes are separated.

A
They may recover when you take out the doll from a bag and keep it out for a while.
Please give it a try.




◆ Question about Odeco-chan and Nikki 03 ◆

Q
New product and previous product seem to be a little different.

A
To improve our products, we are continually making minor changes.
Products of a same series may have some differences depending on the time of production.




◆ Question about Odeco-chan and Nikki 04 ◆

Q
Neck joint is loose.

A
When a doll is placed vertical after the head is posed (angled), and if the angle of the head stays the same, then it is not defective.
Our dolls are made by hand work one-by-one.
Please note that there are some individual differences.




◆ Question about Odeco-chan and Nikki 05 ◆

Q
About the body

A
“Odeco-chan and Nikki” and “Usaggie” series use almost the same body.
Dolls are taken out of the mold by hand one-by-one, so parts may have some individual differences.
Small bubble traces, black spots, small scars, color unevenness may occur.
There may be some gaps between the parts, but that is not defective.
Lengths of hands and legs may be different between right and left.
Also, please note that dolls do not stand on their own.
Mini uses Obitsu 11cm body.




◆ Question about Odeco-chan and Nikki 06 ◆

Q
Are there any clothes and shoes that Odeco-chan and Nikki can wear?

A
Please see here for the clothes and the shoes for Odeco-chan and Nikki.

They can share some clothes for “ruruko”, but the hands and the legs of Odeco-chan and Nikki are shorter.
The cuffs may be narrow or the sleeve length and the hem may be too long. Nikki’s tail may not fit.




◆ Question about Odeco-chan and Nikki 07 ◆

Q
White head and white shoes partially changed into yellow.

A
When PVC is sealed and kept in a dark place, yellowing may occur due to material characteristic.
It may likely to recover from yellowing when it is taken out of a bag and kept at a well-ventilated, well-lighted place for one week or so.
When you keep PVC products, please do not seal.




◆ Question about Odeco-chan and Nikki 08 ◆

Q
Parts of the body of Mini (Obitsu 11 cm) fell off.

A
Due to Obitsu 11cm body structure, joints may fall off in rare cases when connection of parts become loose by impact at the time of transportation or the way it was handled,
but it is not defective.

To prevent parts from falling off, hold the body’s connection tightly to make sure it doesn’t open when you dress the doll.

If the neck part fell into the head,
open the lid at the back of the head and take out the neck part,
and then assemble again.



PetWORKs PetWORKs Store PetWORKs Store Global Fashion Doll Japanese Fashion Doll momoko momoko doll ruruko Boy doll One-sixth scale Boys & Male Album EIGHT NINE 1/6 Odeco Odeco-chan Nikki DecoNiki Usaggie Jossie Kuma-bolo Odette