Shipping and delivery
All of our products are shipped with your chosen shipping methods.
We are currently partnered with PostNL for all our shipping needs, any shipment that leaves the Netherlands is insured.
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.
In the event that a shipment arrives damaged, please contact our customer service. If you live in the European Union we will always take the item as a return and if possible send a replacement. If sending a replacement is not possible we will refund the product. If you live outside the European Union this will work in a similar fashion, however we will need to assess if it's viable for you to return the product.
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.
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
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)
If you'd like to fulfill your payment in any other manner, please contact us to discuss the possibilities.
Pre-orders and pre-ordering policy
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.)
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.
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.
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.