Refund & Return Policy
We put our customers first
If you are not happy with your purchase, please contact us. Our priority is to make it right with a replacement or refund, based on the issue and your preferred solution. This includes sizing concerns, quality problems, incorrect items and delivery issues.
How to get help
- Email info@otakuplan.com with your order number and a short description of what went wrong.
- Let us know whether you would prefer a replacement or a refund. For a damaged, incorrect or defective item, photos help us resolve the issue faster.
- We will review the details with you and confirm the solution and any return arrangements. Please contact us before sending an item back.
We aim to reply within 24 hours on business days. Weekends and holidays may take 24–48 hours.
Not the right fit or not what you expected?
Please tell us. We will help you find a better size, arrange a replacement or resolve your concern with a refund. We will not dismiss your request simply because the product was made to order. Contact us as soon as you notice a problem so we can help promptly.
Damaged, incorrect or missing items
Email us your order number and, where relevant, clear photos of the item received. We prioritize a replacement or refund. If a delivery appears lost or has not arrived, contact us so we can investigate and arrange a solution rather than leaving you to deal with the carrier alone.
Returns and fees
Our goal is a fair solution, not a penalty. We do not apply automatic restocking fees or percentage-based cancellation penalties. If a return is needed, we will explain the address, shipping arrangements and refund details before you send anything back. Please do not return items to the address on the parcel without contacting us first.
Order changes and cancellations
Contact us as soon as possible, ideally within 24 hours of placing your order. We will do our best to change or stop it before production or shipment. If it is already in progress, we will explain what can still be done and work with you on a replacement or refund solution.
Refunds
Once we agree a refund, we will confirm the amount and process it to your original payment method. Any return requirements will be explained in advance. Your bank or payment provider controls when the funds appear in your account; please allow several business days after processing. If you need an update, email us.
Contact us
We want you to feel comfortable contacting us. If something is not right, give us the chance to make it right.