1. When will my order be processed?

All orders are processed within 1–2 business days (excluding weekends and holidays). Once your order ships, you’ll receive a confirmation email with tracking details.

2. How do I track my order?

Once your order has been shipped, you’ll receive a shipping confirmation email that includes a tracking number. You can use this number to track your delivery status on the carrier’s website.

3. Can I change or cancel my order?

We start processing orders quickly to get them to you as soon as possible. If you need to make changes or cancel, please email contact@otaku.studio within 1 hour of placing your order. After that, we may not be able to stop the shipment.

4. What if I received the wrong or damaged item?

We're sorry for the inconvenience! Please contact us at contact@otaku.studio within 7 days of delivery with your order number and a photo of the issue. We’ll arrange a replacement or refund as quickly as possible.

5. I didn’t receive my order — what should I do?

First, check your tracking information and confirm your shipping address. If it's past the estimated delivery time and still no package, reach out to us at contact@otaku.studio so we can help resolve it.

6. Do you offer order updates or delivery notifications?

Yes! You’ll receive email updates at each step — once your order is confirmed, shipped, and delivered (if supported by your local carrier).

1. Do I need an account to place an order?

No, you can checkout as a guest. However, creating an account allows you to track your orders, save your shipping details, and view your purchase history for faster checkout in the future.

2. I forgot my password — how can I reset it?

Click on the “Log In” link at the top of our website, then select “Forgot your password?” Enter your email address, and we’ll send you a link to reset it.

3. How can I update my account details (email, address, etc.)?

Log in to your account and go to “Account Details” to update your email, password, or shipping address. If you experience any issues, contact us at contact@otaku.studio.

4. What payment methods do you accept?

We accept all major credit and debit cards (Visa, Mastercard, American Express), as well as PayPal, Apple Pay, Google Pay, and Shop Pay.

5. Is my payment information secure?

Yes. All payments are securely processed through Shopify’s PCI-compliant payment system. We do not store or have access to your card details.

6. Why was my payment declined?

Payments may be declined due to incorrect billing details, insufficient funds, or bank restrictions. Please double-check your information or try a different payment method. If issues persist, contact your bank or email us at contact@otaku.studio.

7. Will I receive an invoice or billing confirmation?

Yes, you’ll automatically receive an order confirmation email with all billing and payment details immediately after placing your order.

Most of our figures arrive in separate parts to prevent damage during shipping, including the figure and its display base. Here's how to properly assemble them:

STEP 1

Gently remove the figure and base from the packaging. Avoid applying force while parts are still wrapped.

STEP 2

Check the figure’s feet for pegs or holes, and align them with the corresponding slots on the base.

STEP 3

Press the figure down firmly but gently into the base. If it’s tight, gently wiggle the figure side-to-side rather than forcing it.

STEP 4

Don’t use tools or push too hard — this could damage the pegs or the base.

STEP 5

If the plastic is stiff (especially in cold conditions), warm the peg area by holding it in your hand for 20–30 seconds to soften it slightly.

STEP 6

Some figures come with additional base pieces or accessories. Make sure you’re using all parts correctly.

Still Not Fitting? If you're having trouble, email us at contact@otaku.studio with your order number and a photo of the figure and base. We're happy to help!

1. What is your return policy?

We accept returns within 14 days of delivery for unused items in their original condition and packaging. To start a return, please contact us at contact@otaku.studio with your order number and reason for return. Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.

2. Do you offer refunds?

Yes. Once we receive and inspect your return, we’ll process a refund to your original payment method. Please allow 3–5 business days for the refund to appear in your account. Shipping fees are non-refundable unless the return is due to an error on our part.

For more information check out our Return Policy

3. Can I exchange an item?

We do offer direct exchanges. If you'd like a different item or size, please return the original product for inspection and contact us at contact@otaku.studio to let us know what you would like in exchange

For more information, check out our Return Policy

4. What if my item arrives damaged or incorrect?

We sincerely apologize for any mistakes. Please email us at contact@otaku.studio within 7 days of delivery with a photo of the item and your order number. We’ll resolve the issue as quickly as possible.

5. Do you offer order cancellations?

If your order hasn’t been processed yet, we may be able to cancel it. Please contact us within 1 hour of placing your order. After that, cancellations may not be possible due to our quick processing times.

6. What is your shipping policy?

We offer worldwide shipping. Orders are typically processed within 1–2 business days. Delivery times vary by location:

Check our Shipping Information for more details.

7. Do you have a privacy policy?

Yes, we take your privacy seriously. We only use your personal data to process orders and provide customer service. Read our full Privacy Policy for more information.

1. Where do you ship from?
We ship orders from our network of fulfilment partners, with warehouses in multiple regions to ensure the best product availability and delivery coverage.

2. Do you offer international shipping?
Yes, we ship worldwide! Shipping rates and estimated delivery times will vary depending on your location and the products ordered.

3. How much does shipping cost?
Shipping costs are calculated at checkout based on your delivery address and the weight of your order. We also offer free shipping promotions from time to time — stay tuned!

4. How long does shipping take?
UK: 4-7 business days

Europe: 7–15 business days

USA & Canada: 8–16 business days

Rest of World: 10–20 business days

5. How do I track my order?
Once your order has been processed and shipped, you'll receive a confirmation email with a tracking number and link. You can use this to follow your order’s progress at any time.

6. My tracking number hasn’t updated — is that normal?
Yes, this can happen. Tracking may take 2–3 business days to begin showing updates, especially while your package is moving between international sorting facilities. If there’s no movement after several days, feel free to contact us.

7. What if my order is delayed or missing?
If your order hasn’t arrived after the estimated delivery window, please reach out to our support team at contact@otaku.studio. We’ll investigate the issue and offer a solution — including a replacement or refund if necessary.

8. Will I be charged customs or import duties?
Depending on your country’s regulations, your order may be subject to customs fees or import taxes. These are not included at checkout and are the responsibility of the buyer.