Frequently Asked Questions

Please read our FAQ before sending us a message. If you have a question not answered here, please contact us via the contact form here.

General Information

What is Kitsu Models?

Put simply, Kitsu Models is a hobby shop aimed towards providing materials and products to Bruneians at a fair price.

Where is your shop?

Kitsu Models is based 100% online (for now).

We plan to expand to a physical hobby shop one day but for the time being we will be fulfilling your purchases through this website!

Can you help bring in ?

You can drop us an email through our contact form or DM us on Instagram for your requests.

We can’t promise you we can get the items but we will try our best to source it for you!

How does Back-Order and Pre-Order work?

Items on Back-Order and Pre-Order are not stocked at the moment. As such, if you are interested in securing an item for the next shipment batch, we have these guidelines:

  1. Inform us or Check Out through the shop with Pay on Delivery.
  2. We will contact you for a NON-refundable 50% deposit.
  3. Once the item arrives, we will deliver and collect the balance 50% and the transaction is complete.

Important Note: If your order is not collected within 14 days of contacting you, your deposit will be forfeited.

Payment information

What currency is listed on Kitsu Models?

All price listings are in Brunei Dollars (BND).

How secure is shopping on the Kitsu Models site? Is my data protected?

Yes, we employ Secure Sockets Layer (SSL) security throughout the site.

Your online card payments go through a third-party payment processor (MerchantSuite) and card details will not be stored on our site.

For more information regarding how we handle your data, please read our Privacy Policy.

Which payment methods are accepted?

You can pay via 3 main methods:

  1. By card through our secured payment portal with Visa, Mastercard or American Express (AMEX).
  2. By bank transfers (recommended for customers with Baiduri or BIBD accounts)
  3. Customers may also opt to pay in cash on collection (self pickup only).
Do I receive a receipt for my order?

Yes, a confirmation email will be sent to you after placing your order.

How do Cash on Collection purchases work?

Once you place your order, we will contact you via your by phone to set a time and place to collect your items.

If your items are not collected within 3 days, the order will be cancelled. This is to assist us in preventing order backlogs.

How do Bank Transfers work?

We are currently accepting bank transfers for 2 local banks: Baiduri and BIBD.

The transfer instructions and account numbers will be displayed to you once you made the purchase.

If your items are not paid for within 3 days, the order will be cancelled. This is to assist us in preventing order backlogs.

Why does my Discount Code not work?

Please check that:

  1. You have entered the discount code correctly.
  2. The items in your cart are not already discounted (either from a sale or promotion).

Usually, our discount codes do not work with ongoing promotions and sales.


What are the delivery charges for my orders?

We charge a flat rate of BND6 for delivery within Brunei Darussalam.

We also provide free shipping for purchases of $150 and above!

Alternatively, you can do a self-pickup free of charge.

Do you have any free shipping deals?

Yes! We provide free shipping for purchases of $150 and above!

How long will the delivery take?

We will process your order upon payment confirmation and get your order to you within 7 days.

If 7 days have passed and you still have not received your order, please contact us here.

Can I just collect the order myself?

Yes! If you choose to physically meet up and pick up the item, we will let you know the time and venue to meet at.

This option is only available in the Brunei-Muara district.

Exchange and Refunds

Can I get a refund?

Unfortunately, we do not offer refunds unless your item is out of stock.

However, if your item is defective, we can offer to exchange it with a replacement.

Can I exchange my item?

We only offer exchanges for items that are defective. Please contact us within 3 days of receiving to start the process.

How do I exchange defective items?

If you found any of your items to be defective, please contact us within 3 days of receiving your order to start the exchange process.

The shipping costs will be borne by the customers or we can schedule a time (subject to availability) for meeting at a physical location.

After 3 days has passed, we will not be entertaining any exchange requests.