Shipping and delivery

Shipping methods
All of our products are shipped with your chosen shipping methods.

We are currently partnered with MyParcel for all of our shipping needs within the European Union, for customers world-wide we offer DHL shipping.

Want to ship your shipment with another shipping company? Please contact us for details, please note that extra costs may be incurred by doing so. We will always discuss additional costs with you before proceeding.
Delivery time
For shipping within the Netherlands, a parcel can be expected to be delivered as soon as 1 day after shipping, this can however vary from 1 to 3 working days.

Countries surrounding the Netherlands (Belgium, Germany, France, etc.) may expect parcels to be delivered within 2 to 5 working days.

For other European countries, shipping times may vary between 5 working days to 2 weeks.

"Shipped within"
You may notice that we have included a "Shipped within" section on some product pages. When this section is present - and exceeds 5 days - this means that the product will have to be ordered from our supplier first.

If this is the case, the product will be shipped to you within 72 hours after arrival, after which you will receive the track & trace link (if applicable).

A back ordered product usually arrives at our location within 3 to 4 working days.

Special orders
As stated in the section above, some items may be ordered directly from our suppliers, this does however mean that there is the risk that a product is out of stock at our supplier. If this is the case, you will be given the options to wait until it comes back into stock, to get a refund or a product of equal value.

Customers outside of the European Union
Special VAT rules apply to customers outside of the European Union, please click here for more information.

Payment and payment methods

All payments are handled by our third party payment processor: Mollie.

We have enabled multiple payment options, however some may not be available in your country.
The payment methods are as followed:
- iDeal (only available in the Netherlands)
- Credit card (Mastercard / Visa / American Express)
- Paypal

If you'd like to fulfill your payment in any other manner, please contact us to discuss the possibilities.

Returns

You have the right to cancel your order within 14 days after the day you received your goods without giving any reason. You must send the goods back within 14 days after informing the trader. You will then be credited with the total amount, including shipping costs. Only the costs for returning the goods from your home to the shop are for your own account. If you use your right of withdrawal, you need to return the goods with all accessories and – if reasonably possible – in its original condition and packaging to us. To exercise this right, please contact us on info@otakusquare.com. We will give a refund within 14 days from receipt of your cancellation provided that the returned goods have been received in good order.

Complaints

We encourage you to notify us of complaints by sending an email to info@otakusquare.com. If this does not lead to a solution, it is possible to sign up for dispute mediation by ValuedShops. From February 15, 2016 it is for EU consumers possible to submit complaints using the ODR platform of the European Commission. This ODR platform can be found at http://ec.europa.eu/odr. When your complaint is not submitted elsewhere you are free to file your complaint using the EU platform. We do advice to submit your complaint first to us or by contacting ValuedShops.

Pre-orders and pre-ordering policy

The following policy extends or ammends our current terms of service.

Pre-order warranty
When pre-ordering, we offer no warranty whatsoever to your pre-order. It is possible that after pre-ordering we find out that we will not be able to fulfill your order. This usually happens within 48 hours. In the event that we are unable to fulfill a pre-order, both the customer and Otaku Square agree that the pre-order will be cancelled, unless the customer wants another product from our webshop of equal or less value (if the latter is the case, the remainder will be refunded.)

Pre-order shipment
Otaku Square strifes to dispatch pre-orders within 1 month after the product releases, this is however not always possible. In the event that a pre-order is dispatched late, we will inform you in a timely fashion (within 48 hours). Dependant on the situation (differs per supplier) we may offer a refund if possible from our side, and desired from the customer. If this is not possible, then we can unfortunately not offer a refund.

Pre-order cancellation
When you place a pre-order, we will create a special reservation with the manufacturer or supplier for you. Because of this it is currently not possible for us to cancel a pre-order. We do hope to offer this possibility in the future.

Pre-order confirmation
You will receive a standard order confirmation and invoice after pre-ordering. You will also receive an notification per e-mail when your pre-order has been shipped from our supplier to us, in addition to an e-mail as soon as we ship the item to you, in most cases including a track and trace code. For safety and security reasons we can not supply a track and trace code of the product in transit to our address.