At Otakuya Shop, we strive to ensure that every cosplay enthusiast receives high-quality products that bring their favorite anime characters to life. However, we understand that sometimes things might not go as planned. This Returns & Exchanges Policy outlines our process for handling returns and exchanges to make your experience as smooth as possible.

1. Eligibility for Returns and Exchanges

We accept returns and exchanges for most items within 15 days of delivery. To be eligible, the item must be unused, in its original packaging, and in the same condition as when you received it. Please include all tags and accessories.

Note: Due to hygiene and safety reasons, certain products cannot be returned or exchanged. Based on our product analysis, the following items are non-returnable and non-exchangeable:
  • Wigs (e.g., from Black Butler or other series) due to hygiene concerns.
  • Intimate apparel or costumes that have been tried on without protective undergarments.
  • Custom-made or personalized items (e.g., tailored costumes from Assassination Classroom or Attack on Titan).
  • Accessories that are sealed and opened by the customer (e.g., weapons or jet props from Akame Ga Kill).
If you have questions about a specific product, contact us at [email protected] before purchasing.

2. How to Initiate a Return or Exchange

Follow these steps to request a return or exchange:

  1. Contact Us: Email us at [email protected] within 15 days of receiving your order. Include your order number, the item(s) you wish to return or exchange, and the reason.
  2. Wait for Approval: Our customer service team will review your request and respond within 2 business days with instructions and a return authorization number (if approved).
  3. Ship the Item: Once approved, pack the item securely in its original packaging and ship it to our address at:
    Otakuya Shop, 1318 35th Street Northwest, Washington, US 20007
    Include the return authorization number on the package. You are responsible for the return shipping costs unless the return is due to our error (e.g., wrong item shipped).
  4. Processing: After we receive and inspect the item, we will notify you of the status. For exchanges, we will ship the new item once the return is processed. For returns, we will initiate a refund.

3. Refund Process

Refunds are processed within 5-10 business days after we receive and approve the returned item. The refund will be issued to the original payment method used during purchase (e.g., Visa, MasterCard, JCB, or PayPal). Note that shipping fees are non-refundable unless the return is due to our mistake.

4. Return Request Template

Use the template below to email us your return or exchange request. Copy and paste it into an email and fill in the blanks:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Otakuya Shop Team, I would like to request a [return/exchange] for my order #[Your Order Number], placed on [Order Date]. Item(s) to return/exchange: [Product Name(s) and Quantity] Reason for return/exchange: [Please provide details, e.g., size issue, defective item, etc.] I have read and understood the Returns & Exchanges Policy on your website. My contact information: – Full Name: [Your Full Name] – Email: [Your Email Address] – Shipping Address: [Your Address] Thank you for your assistance. Sincerely, [Your Name]

5. Contact Us

If you have any questions about returns or exchanges, feel free to reach out:

We’re here to help you enjoy your cosplay experience to the fullest!