Refund policy

Returns & Refunds

返品ポリシー

All pieces are made-to-order

Every OTAKU STUDIOS piece is hand-reworked and finished after you place your order. We don't keep stock. Your size and selection are made to spec, just for you.

Because of this, under UK Consumer Contracts Regulations 2013 (Reg 28(1)(b)) — and the equivalent consumer-protection laws in most countries — made-to-order goods are exempt from the standard 14-day cooling-off period.

What this means in plain English

We do not accept returns for:

  • Change of mind ("I don't like it anymore")
  • Wrong size chosen ("It doesn't fit how I wanted")
  • Buyer's remorse
  • Anything caused by improper care or washing after delivery

By completing checkout you confirm you understand and accept this.

What we DO refund or replace — your statutory rights

Under the UK Consumer Rights Act 2015 (and equivalent laws worldwide), your statutory rights are not affected by the above. We will always refund or replace if:

  • The piece arrives damaged in transit
  • The piece is faulty (e.g. broken seam, defect not shown on the product page)
  • You received the wrong item
  • The piece is materially not as described on the product page

How to claim for a damaged / faulty / wrong item

  1. Email us within 7 days of delivery at hello@otakustudios.store with your order number and clear photos showing the issue.
  2. We'll reply within 2 business days with next steps.
  3. If a return is required, we cover the return shipping with a prepaid label.
  4. Once we receive the piece, we'll either remake (if possible), refund in full, or issue store credit — your choice.

Before you order — please do this

Because returns are not an option for fit or preference, we strongly encourage you to:

  • Read the Sizing Guide carefully
  • Compare measurements on the product page against a garment you already own
  • Email us before ordering if you're unsure — hello@otakustudios.store. We'd rather spend 5 minutes helping you choose than have you receive something you don't love.

Order cancellation

You can cancel your order for a full refund only if production has not started. We typically begin within 24–48 hours of order placement. Email us immediately if you need to cancel.

Refund timing (where applicable)

Once approved, refunds appear on your original payment method within 5–10 business days, depending on your bank.

Questions

hello@otakustudios.store — we reply within 24 hours.