Shipping and delivery

What shipping methods are available?

At checkout you will be presented with the shipping options available for your country.

In Europe, we generally offer PostNL and DPD Home shipping. We currently only offer PostNL shipping for our international shipments.

When will my order be delivered?

While checking out you will be presented with an ETA, we will ship out the order before this ETA expires.

In Europe, your order will generally arrive within 7 working days after shipping. For destinations beyond Europe, this is between 7 to 14 working days.

Is my order insured?

Yes, any order we ship out is insured. Within the Netherlands this insurance is provided by us.

Any shipment that leaves the Netherlands is insured by the shipping company.

My order arrived damaged, what can I do?

Contact our customer service by replying to the shipping confirmation e-mail within 48 hours of receiving a damaged figure.

Our customer service will guide you through the insurance claim, and will ensure that you either get a new figure or your money back.

Sometimes you may wish to keep the figure and attempt to fix it yourself. In this case may be entitled to partial compensation, contact our customer service.

Do I have to pay customs fees or duties?

Within the European Union, no. All duties have been paid by us when importing the figures into the EU, and are included in the listed price.

If you are outside the European Union, you may need to consult with your local customs agency. Please click here for more information.

Still have questions?

Our customer service is here to help you! We will try to respond to your questions within 24 hours.

Contact our customer service

Payment and payment methods

What payment methods are available?

We currently offer a wide variety of payment methods to our customers, you can find a full list below:

iDeal

Credit card

PayPal

Bancontact

Bank transfer

SOFORT banking

EPS

Giropay

KBC / CBC

Belfius

ING Home'Pay

When do I have to pay for my order?

We currently require an upfront payment for all our orders.

In the future we may offer deposit and pay after delivery options, these are unfortunately currently not available.

Still have questions?

Our customer service is here to help you! We will try to respond to your questions within 24 hours.

Contact our customer service

Returns

Can I return my order?

If you are a resident of the European Union, then yes. You can return your order for free.

Please contact our customer service to initiate the return process. Make sure to mention your order number. You can also reply to your order or shipment notification.

Unfortunately we are currently unable to accept returns from outside the European Union.

Still have questions?

Our customer service is here to help you! We will try to respond to your questions within 24 hours.

Contact our customer service

Returns policy

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

I have a complaint, what can I do?

We are sorry to hear that, and would love to help you resolve whatever issue you are having!

Please contact our customer service so we can assist you.

Still have questions?

Our customer service is here to help you! We will try to respond to your questions within 24 hours.

Contact our customer service

Complaint policy

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

Can I cancel my pre-order?

No, it is unfortunately not possible to cancel your pre-order under regular circumstances.

This is because upon pre-ordering, we create a special reservation for you with one of our suppliers or manufacturing partners. Once the reservation has been made, it can generally not be cancelled by us.

For special circumstances, please contact our customer service.

Still have questions?

Our customer service is here to help you! We will try to respond to your questions within 24 hours.

Contact our customer service

Pre-order 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.