FAQ - Frequently Asked Questions
🛒 Orders & Payments
How do I place an order?
Ordering is simple!
1. Browse our collections and add your favorite items to your cart.
2. Go to checkout and enter your shipping details.
3. Choose a payment method and complete your purchase.
4. You’ll receive an order confirmation email once your order is placed!
What payment methods do you accept?
We accept:
✔️ Credit/Debit Cards (Visa, MasterCard, Amex)
✔️ PayPal
✔️Apple Pay & Google Pay
✔️Shop Pay (if available)
Can I cancel or change my order after placing it?
We process orders quickly, so once your order is placed, it cannot be changed or canceled. Please double-check your items before completing checkout!
🚚 Shipping & Delivery
Where do you ship?
We currently ship to United Kingdom. If your country is not available at checkout, we unfortunately do not ship there yet.
How long does shipping take?
- UK & Europe: 5 - 10 Working Days
You will receive a tracking number once your order has shipped!
How can I track my order?
You can track your order using our Track Your Order page. Simply enter your order number and email to see real-time updates.
What if my package is lost or delayed?
If your package hasn’t arrived within the estimated timeframe, please contact us at help@otaku-gems.com so we can assist you.
🔁 Returns & Refunds
What is your return policy?
We accept returns within 14 days of delivery for unused, unopened items in original packaging. Check our Return Policy for full details.
How do I request a return?
1. Contact us at help@otaku-gems.com with your order number and reason for return.
2. We'll provide instructions on how to send the item back.
3. Once we receive it, we'll process your refund or exchange.
Are there any items that cannot be returned?
❌ Pre-orders, mystery boxes, and limited edition items are final sale and cannot be returned.
📦Pre-Orders & Limited Edition Items
How do pre-orders work?
When you place a pre-order, you are reserving an item before its official release. Your payment is processed immediately, and the item will be shipped when it becomes available.
When will my pre-order ship?
Each pre-order product has an estimated release date listed in the product description. Once released, we will ship your order as soon as possible.
Can I cancel a pre-order?
🚨Pre-orders are final sale and cannot be canceled once placed. Please make sure you’re committed to your purchase before ordering!
🎌 Product Information
Are your products officially licensed?
✅ Yes! All products at Otaku Gems are 100% officially licensed anime merchandise. We work with trusted distributors to ensure authenticity and high quality.
📞 Contact & Support
How can I contact Otaku Gems?
If you need help, you can contact us through:
📩 Email: help@otaku-gems.com
What’s are your support hours?
We typically respond to inquiries within 24-48 hours (excluding weekends & holidays).