Shipping & Delivery
Q:What are your shipping costs?
A: We offer free worldwide shipping for all the Costume on our site; we will ship by China Post, which will take about 8-22 Business days for the package travel from our office to your mailing address. For some accessories and special offers, customer should bear the shipping cost. BTW: Airmail Shipping Fee is $6 to Whole World. TNT or Special Line Shipping Fee Depend on Deliver Country.
Q: After Payment, How Can I Check The Status Of My Order?
A: During the order process, you will receive several emails from us. There will be an email confirming your order information; another to confirm that payment has been made by you, and one to inform that your order has been shipped (the latter will include the tracking number).
You can also log into your Otakushop account to check the Message. We will leave the track website through order message.
You can also contact email@example.com to get help.
Q: I need to ship these to two different addresses. Can I combine them into one order to save on shipping?
A: Unfortunately, shipping is charged per package, so all orders going to a separate address must be placed separately and shipping must be charged for each one.
Q: How long will it take for orders to arrive?
A: It’s different:
Please allow 2-3 Days for processing, packaging & shipping times.
- Airmail, it will take 8-22 Business days for the package travel from our office to your mailing address.
- TNT or Special line will take less than 7 Business days.
There can also be potential delays due to flight cancellation and customs clearance which are out of our control. Processing time or shipping time may have differed or changed in the event of public holiday in China such as Chinese New Year or National Day etc. We shall issue the related notification in site that prior to the holiday. Normal processing time and shipping time shall be resumed after the holiday.
Q: Can I quote the shipping fee?
A: Now you can enjoy everyday free shipping on everything! Only valid on standard shipping.(Order More Than $100. ) The shipping fee is determined by your shipping method and region. On each item page, we have a Shipping Method button. Simply click it; there will be a pop-up window for you to choose your region and calculate the shipping fee. The order processing information and estimated delivery time will be displayed there for your reference.
Q: What is your tax policy?
A: In order to minimize customers’ costs, we will write a low value description on our shipment package; so that you do not need to pay extra tax. Import Notice: Buyer is responsible for any import taxes charges (if any), at destination port. Buyer will be responsible for paying return shipping costs - for any shipment that is not accepted due to refusal to pay import fees. We can send your order with a low value invoice to help you avoid or reduce these costs, but it is not a guarantee.
Q: Failure To Deliver Goods – How is This Resolved?
A: In the event of the courier failing to deliver the cargo to the designated shipping address during the designated shipping time frame, after many delivery attempts at the consignee’s end; and such goods having been returned to Otakushop’s sorting center; Otakushop will contact the customer for further proposition If the customer would still like to have the said merchandise, Otakushop will be permitted to reship the goods to the customer. A certain amount of reshipping fee is required. The details including reshipment tracking number will be automatically sent to the customer’s e-mail box as soon as Otakushop’s sorting center has re-dispatched the goods. If the customer no longer requires such merchandise, considering that Otakushop did originally ship the cargo to the designated shipping address within the estimated shipping time, Otakushop shall offer that customer 80% refund of the amount of the merchandise and keep 20% as a restocking fee as well as the shipping fees which were already paid to the courier for original shipment. You can further check the estimated shipping time and costs via courier for individual items while ordering.
Q: Why my package is delivered to the wrong address?
A: Please double confirm your shipping address left in Otakushop "Order Confirmation Page" is correct. We will ONLY send packages to the address left in our Otakushop “Shipping address”.
*Otakushop will NOT use other shipping addresses (including the shipping information left in Paypal, VISA , and Other page), please make sure your mailing address in our Order Confirmation Page is correct after paid.
Returns & Refunds
Q: 7-day Policy for Return and 15-day Policy for Exchange All Otakushop Products! Do You Have A Guarantee or Warranty?
A: Yes - Otakushop chooses products to sell based on their excellent designs and proven reliability. Therefore, the quality is guaranteed. We check all of your orders during the packing stage to make sure that the right accessories are included. We have a QC team who tests your ordered products are functioning correctly before they are packed and sent to you. This is in addition to the normal quality assurance checks that all the goods have passed in the factory line. All our products are covered by a 7-day policy for return and 15-day policy for exchange. In essence this means that faulty products can be returned to Otakushop by confirm the obvious quality defects, we will make the repairs or instant exchange and ship them back to you.
Address for return is submitted in the meanwhile of acquiring the return merchandise authorization (RMA).
Quality problem can be defined as obvious quality defects, the no following of customization requirement and size deviation from the posted size criteria.
Please contact customer service representative as soon as possible in case the finding of serious damage or obvious color differentia on product received. We will arrange your request for exchange or refund after the faulty confirmation. Please ensure the product is unused and head back to the designated address after the acquiring of RMA. Product can not be returned after the laundry.
We are neither responsible for the refund nor taking over your dispute on the product if return the goods without the acquiring of Return Merchandise Authorization(RMA) even with the causing of package missing during the package return.
Considering the uniqueness of the product in the event of Customization, a revise service based on your requirement can be offered. The return or exchange of the product in Customization is not accepted.
Order processing shall be commenced after the confirmation of payment and a certain period for product processing is required. We don't take any responsibility to take the dispute of item return or exchange due to delay of customer’s product using in the event of late remittance of product fare which may affect the normal processing time.
We shall strictly follow your requirement on the change of the original design from the product you purchased. The request for the return of your received product in the event of not meeting your requirement on the change of style from the original design is not accepted.
For lost package
Package lost during the ordinary shipment period can be treated with full refund or resend.
For pending order
Otakushop shall proceed to partial refund when comes to the circumstance of order pending due to no receiving of response from customer in the event of misinformation on the order such as no telephone number, email address and ambiguous delivery date required by the customer, etc. within 15 business days.
For return and exchange on goods of voucher discount
Order paid by voucher can only be issued with exchange requisition in the event of finding quality problem in 15 days from the date products received.
Please ensure the product is unused and head back to the designated address after the acquiring of RMA. A new order with the same merchandise will be replaced as long as received the returning package if reaching to the agreement of item exchange. The providing of tracking information after dispatching the package to the returning address is appreciated.
Otakushop shall cover the shipping fee for the replaced product.
Q: Can I get refund if the package is delivered to the wrong address?
A: 1. Otakushop will ONLY able to proceed refund if we sent the package to the wrong shipping address (which means our package shipping address does not match the shipping address in Otakushop "Shipping Address Page").
2. Otakushop will NOT able to proceed refund if we sent the package to the correct shipping address (which means our package shipping address match the shipping address in Otakushop " Shipping Address Page ").