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Otaku.co.uk FAQ - last updated: 1st March 2017

How do I pay?

UK customers, please use the Paypal shopping cart system. Non-UK customers, please email us your order and we will send a payment link.

If you cannot use Paypal, then we can also accept payment by UK cheque or postal order. Please make it payable to 'Otaku.co.uk' and send it to the address below along with the details of your order.

How do I contact You?

Please contact us by email at info at otaku.co.uk. If you require an immediate response during office hours (9:30am-5:00pm Mon-Fri), our customer service number is (020) 86553138.

Our postal address is: Otaku.co.uk, 8 Leslie Park Road, Croydon CR0 6TN, UK

How much is shipping?

Shipping for all items to UK addresses is FREE.

First Class Recorded Delivery is available for an additional fee of £2.00.

Royal Mail Special Delivery is available for an additional fee of £6.00.

We send all UK items via Royal Mail, unless stated otherwise in the item description.

For European buyers:

UK£4.50 for any one item
UK£8.00 for any two items
UK£11.00 for any three or more items
Exceptions for heavy items will be stated in the item description.

Tracked delivery is available for an additional fee of £5.00. This fee may be mandatory at our discretion.

We send all items to European destinations by airmail. Delivery typically takes 5 to 10 days.

For buyers outside Europe:

UK£7.00 for any one item
UK£12.00 for any two items
UK£16.00 for any three or more items
Exceptions for heavy items will be stated in the item description.

Items to non-European destinations may be sent by airmail or surface, depending on the weight. Airmail will typically take 5 to 14 days delivery time. Surface mail takes up to 21 days.

Tracked delivery is available for an additional fee of £5.00. This fee may be mandatory at our discretion.

How can I track my order?

If a tracked shipping method has been used, a tracking number will be included on your email invoice.

Do you have a shop I can visit?

No, we not have a shop. However, we do take our stock to various events around the UK throughout the year where you can purchase from us in person. Please see the 'events' page for a list.

Terms, conditions and notices

Please note that listed prices are valid, but we reserve the right to change prices (due to suppliers price changes and exchange rate variations). Prices, descriptions and release dates are correct to the best of our knowledge, but we can not be held responsible for mistakes, omissions or errors that may regrettably occur. We reserve the right to change any of these terms without notice.

Availability and cancellation of items

Items listed as 'in stock' on the web site are currently available for immediate delivery. Items listed as 'available to order' need to be obtained from our suppliers and may take up to 6 weeks to deliver, however some items may become unavailable so we will contact you by email if this happens. You can cancel any order at any time, with the exception of Japanese DVD orders.

Privacy / Data Protection

Customer information is held on a secure double password protected off-line computer for our own use only as it helps with any future orders you may place. We do not pass any customer information on to any third parties.

Returns

Any damaged or faulty item can be returned for a replacement. Please contact us within 3 days of receipt of items for details of returning the item. Returns will only be accepted if there is a genuine fault with the product, including damage, faulty item, item not as described, and item not ordered. We may refund your return postage in these cases.

If possible take a photo of the damage including the shipping reference number/label in the photo. Please keep the original packaging. Items returned for any other reason, will be dealt with on a case by case basis, please contact us for details before returning any item.


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