Help & support
Help with your account, Tokens, collection or shipment request.
Contact GachaNest
support@gachanest.comEmail your account email address and the relevant request date or item name. Never send your password, authentication codes or card details.
Adding Tokens
Fixed packs are £5 for 5 Tokens, £10 for 10, £20 for 21, £50 for 53, £100 for 108 and £200 for 220. A new customer with a valid referral or Creator code receives 1 extra Token on their first eligible £20-or-more fixed pack, with no cash discount. Custom quantities from 1–1,000 cost £1 per Token, with no pack or code bonus. The total appears before checkout.
KEEP, PASS and your collection
KEEP starts procurement and adds the design to your collection. Decide within 24 hours of the draw; no action automatically means KEEP at that deadline. Manual or automatic KEEP then has 24 hours to change to PASS (automatic KEEP: 48 hours from the draw in total), unless a shipment request has been submitted. Repeating KEEP never extends this deadline. PASS returns the draw cost minus 1 Token. A submitted shipment request locks its selected items against PASS.
Requesting delivery
In My Vault, select KEEP items, choose a delivery address anywhere in the world and submit the request. Each combined request costs 5 Tokens, deducted from your Wallet. Top up first if you have fewer than 5 Tokens. You can request delivery before procurement is complete; dispatch follows once all selected items are obtained and ready. The 5-Token delivery fee excludes destination import taxes, VAT, customs duties and clearance fees. You are responsible for any applicable charges.
Shipment updates
My Vault groups each shipment request and shows the request date, then the recorded dispatch date and tracking. The estimate is around three weeks after a completed shipping request, full delivery details and the required shipping payment, including procurement and delivery. This is not a guaranteed arrival date; destination and other circumstances may take longer. Contact support about delays or parcels.
Packaging and storage
Shipments do not include the outer plastic capsule. Products are protected for delivery. KEEP items have no fixed storage expiry and are not forfeited just because time has passed. Contact support before requesting changes to delivery details or if you need help with import charges.
Token and payment queries
Purchased Tokens are generally not refundable merely because you change your mind or have not used them. This does not limit refunds required by law, duplicate or incorrect charges, or a failure to provide the service. PASS returns platform Tokens, not cash. Contact support for a review; where money is legally due, platform Tokens will not replace it without your agreement. The PASS deadline does not remove statutory cancellation, return or refund rights.
Account access
Use your email and password to sign in. If needed, choose Forgot password on the sign-in page and follow the email link. Google and Apple sign-in are available only when their buttons are enabled. Only administrators are required to complete the additional authenticator check.