Frequently Asked Questions

Welcome, fellow otaku! 🎌
We’ve put together answers to the most common questions to make your shopping experience smooth and enjoyable. If you don’t find what you’re looking for, feel free to contact us on WhatsApp or email — we’re always here to help!

1. Ordering & Payment

How do I place an order

You can place your order in two simple ways:

1️⃣ Through Our Website

  • Browse your favorite products.
  • Click “Add to Cart” or “Order Now.”
  • Enter your delivery details.
  • Complete your payment securely via Razorpay (UPI, Cards, Net Banking).

2️⃣ Through WhatsApp

  • Tap the “Order on WhatsApp” button on any product page.
  • Send us the product name + quantity.
  • We confirm availability and share payment details.
  • Make the payment via UPI, Bank Transfer, or QR Code.
  • Once the payment is confirmed, your order is processed and shipped. 🚀

Do you accept Cash on Delivery (COD)

Not at the moment — all orders are prepaid only.
We may introduce COD in the future as we expand.

Is my payment safe

Absolutely! All payments are processed securely through Razorpay or our verified UPI/Bank details.

For your safety, always confirm payment details with us on WhatsApp before completing any transaction. ✔️

2. Shipping & Delivery

Do you ship all over India

Yes! We deliver PAN India — from big cities to small towns.

How long does delivery take

  • Metro Cities: 5–7 business days
  • Other Cities/Towns: 7–10 business days
  • Remote Areas: Up to 12 business days

How much is shipping cost

  • On Website: Shipping cost is shown at checkout.
  • On WhatsApp: We’ll tell you the cost before confirming your order.

How do I track my Order

If you placed your order through our website, you can easily track it anytime using the “Track Your Order” option on our site.

For WhatsApp orders, we’ll send your tracking number directly to you once your package has been shipped.

what if my order is delayed

Just message us on WhatsApp 📲 and we’ll quickly check the status with the courier and update you.

3. Returns, Refunds & Cancellations

Do you accept returns or exchanges

Yes — but only in specific cases.

✅ Returns/Exchanges are accepted if:

• The item arrives damaged, or

• You receive the wrong product.

❌ We do NOT accept returns for:

• Minor manufacturing variations (common in collectibles)

• Buyer’s remorse or change of mind

If there’s an issue with your order, just contact us on WhatsApp and we’ll help you out quickly. 💬

What if my product is damaged during shipping

If your order arrives damaged, don’t worry — we’ve got you covered.

📸 Contact us within 24 hours of delivery and send clear photos/videos of the damage.

After reviewing the issue, we will offer:

• A replacement, if stock is available, or

• A partial refund/compensation, depending on the level of damage.

We’re here to make sure you have a smooth and worry-free experience. 💛

Can I cancel my order after payment

No — once an order is paid for, cancellations are not possible. We begin processing immediately to ensure fast delivery.

4. Products and Quality

Are your figures original and licensed

No — our figures are high-quality, unlicensed collectibles. They offer great detail and affordability, perfect for fans who want awesome merch without the high price of official licensed products.

How do you ensure product quality

Every item goes through a thorough quality check before packing. We also use secure and protective packaging to minimize any chance of damage during shipping.

What if the product looks slightly different from the website photos

Minor variations in color or detailing can occur due to manufacturing differences.

If you notice a significant mismatch, share photos with us on WhatsApp — we’ll review it and help you with the next steps.

5. Pre Orders & Special Requests

How do pre-orders work

Pre-orders require full advance payment to reserve your item. Once the stock arrives, we ship your order immediately and share tracking details.

Can I request a figure that isn’t listed on your site

Yes! Message us on WhatsApp — we’ll check availability and try to source it specially for you.

6. Bulk Orders & Discounts

Do you offer discounts on bulk purchases

Yes! Orders of 3 or more figures are eligible for special discounts. Message us for a custom quote.

Can I resell your figures

Absolutely. We offer wholesale pricing for resellers. Contact us on WhatsApp to get started.

7. Customer Support & Policies

How do I contact support

What are your support hours

Monday – Friday: 6:00 PM – 11:00 PM
Saturday – Sunday: 10:00 AM – 10:00 PM

Messages outside these hours will be replied to the next working day.

How do I stay updated on new arrivals & offers

Follow us on Instagram: @otakuhaven.xyz

Join our WhatsApp Broadcast List (message us to be added)

8. Legal & Store Policies

Do you have a Privacy Policy

Yes — your data is safe and never shared. You can read our full policy here: Privacy Policy.

Do you issue GST invoices

No — we are a small business and do not issue GST invoices at this time.