OtakuCharms is now under new management with a new product lineup! 🌟 For more info, visit our 'Help Center' page! 💙
🚨 Please note that OtakuCharms.com is under totally new management from June 26th! 🚨

For enquiries on any orders placed before the changing of hands on June 22nd, please contact the old management at: info@otakucharms.comAll of our new customers placing orders after June 26th can reach us on our new email found below: help@otakucharms.com
For any other questions about us, you can find our new 'Help Center' below! Thank you! 💙

GOT A QUESTION?
Got a question? Check our frequently asked question section below, for previous' customers questions and answers on payment methods, delivery and returns.
NEED TO GET IN TOUCH?
We ALWAYS recommend getting in touch with us for any questions you have. You can contact us on our dedicated Livechat widget for answers to any of your questions! (Available on PC only). You can also reach out to us via email (help@otakucharms.com)
What payment methods do you accept? 💳
You can pay for your OtakuCharms order using a debit card, credit card or via. PayPal. In order to pay, simply add an item to your cart on the product page, and hit the cart icon in the top right hand corner. Then hit the 'proceed to checkout' button, you'll be able to enter any discount code on the checkout page. 

We are proud to say that we are a verified business on PayPal payments and on Shopify (card) payment processors, so you can rest assured knowing that your order is protected by the PayPal Buyer Protection Scheme  from the minute it leaves our door, to yours!
When will my item be sent? 🎁
Unlike many anime apparel sites, ALL of our gear is designed, created and then manufactured by us. This gives us the confidence that all of our customers will be happy to wear their OtakuCharms items! 

Due to the handmade nature of our products, total estimated delivery time is 10-15 working days, depending on the items ordered, and your location. This gives us time to craft your gear, seal it up, and ship it out! This delivery time does not include our processing time, between 4-8 working days.

We always aim to get your orders to you as soon as possible, but due to the circumstances above, we give ourselves a slightly larger window. All orders are fully trackable.

As stated above, our site is proud to run under the PayPal protection scheme, so if any of our orders are delayed, you are entitled to a full money back, no questions asked refund after 40 days from date of purchase. We very rarely rely on this, but it's a nice safety net for all our customers, and ourselves.

I'm missing an item? ❓
All of our clothing is manufactured in house, and dispatched together and at the same time with DHL!

However, we have worked hard to build our relationship with DHL as our courier, and so we have to abide by their shipment rules. Due to the outbreak of COVID and counterfeit masks flooding the market, DHL's guidelines state that we have to ship our masks seperately to our clothing. Because of this you will sometimes have a wait of 2-3 days between clothing and masks arriving. This is also the case with selected accessories.

Should you have any issues tracking any of our items, please get in touch with us via Livechat, Discord or Email (help@otakucharms.com). Our dedicated team is extremely familiar with any questions you may have, and is here to help.
Do you offer a return/refund/import duty scheme? 📦

Here at OtakuCharms.com, we pride ourselves on offering original, designed by us anime cosplay apparel. We hope this has been reflected in our verified customer reviews, influencer ambassadors, and repeat customer business!

We believe that we have provided you with all the necessary information for you to make a smooth purchase and select the right item in the right size. Please carefully check the product description and our size chart page before placing your order. You are fully protected by the PayPal protection scheme and eligible for a no questions asked refund if the item is proven to be damaged, defective or not as described.

We will just need a few things from you to process your return/refund. Your customer name, your order ID, a photo of the product received and a brief explanation of the issue. Once we have received this information (within 40 days from purchase), we will fully examine the case and within a reasonable window of time, offer either a full refund or a free return shipping label and a replacement.

The buyer is liable for payment of any country import tax/duty, vat, gst at the time of entry into the country of destination. We make every effort to reduce the chance of duties and sales taxes being charged by customs agencies. Our packaging, labelling and documentation are designed accordingly. However, we do not accept any responsibility for any taxes or duties charged. To find out more information about import taxes / duties and vat or gst please contact your local customs office.

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