Refund and Returns Policy

Effective as of July 5, 2025

By placing an order with Otaku Sneakers, you confirm that you have read, understood, and agreed to the terms outlined in this Return & Refund Policy, as well as our Terms of Service, Shipping Policy, and Privacy Policy.

1. Eligibility Period

Our return and refund policy is valid within 30 calendar days from the date you receive your order. After 30 days from delivery, we can no longer offer a return, refund, or exchange.

2. Custom Product Disclaimer

All products sold by Otaku Sneakers are custom-made on demand. As a result, we cannot accept returns or refunds due to:

  • Change of mind or buyer’s remorse after production has started.
  • Minor color variation (within ±20%) caused by lighting or screen settings.
  • Sizing issues resulting from inaccurate measurements provided by the customer.

We only provide replacements or refunds for items that are:

  • Defective or damaged during production or shipping.
  • Incorrect in size, design, or variant.
  • Lost or undelivered due to carrier error.

3. Required Evidence for Return or Replacement

To ensure a fair and efficient process, please provide clear photographic evidence with your request. Requests missing proper proof will not be processed.

a. Wrong Item Shipped

  • Photo of the item received.
  • Photo of the shipping label.

b. Size Issue

  • Photo of the item received.
  • Photo of the shipping label.
  • Measurement photo showing insole or outsole length with a ruler.
  • Photo of the size tag on the item.

c. Damaged or Defective Item

  • Photo clearly showing the damage or defect.
  • Photo of the shipping label.

Please submit all required evidence to [email protected] within 30 days of receiving your order.

4. Return Shipping

In most cases, we do not require customers to return items. However, if a return is requested by our support team:

  • Customers are responsible for return shipping costs.
  • A verified return address will be provided after approval.

5. Refunds (If Applicable)

Once your request is approved and (if applicable) the item is received and inspected:

  • You will receive an email notification confirming the approval or rejection of your refund.
  • Approved refunds are processed back to your original payment method within 3–7 business days.

6. Late or Missing Refunds

If you haven’t received your refund yet, please follow these steps:

  • Recheck your bank or card account.
  • Contact your credit card provider – refunds may take several business days to appear.
  • Contact your bank – processing delays may occur (up to 5 business days).
  • If the issue persists, email us at [email protected].

7. Sale Items

Only regular-priced items are eligible for refunds. Sale, clearance, or promotional items are non-refundable and non-exchangeable unless received damaged or incorrect.

8. Exchanges

We only replace items if they are defective, damaged, or incorrectly produced. To request an exchange, contact [email protected]. Once verified, a replacement will be issued free of charge.

9. Cancellations

Orders may be modified or cancelled within 2 hours after purchase. Once production starts, orders become non-cancellable.

To cancel or modify an order, please email [email protected] with your order number and request.

Note: A small transaction & management fee of 1.5% will be deducted from cancelled orders. Full refunds only apply when switching or upgrading orders within our system.

10. Contact

If you have questions or need assistance, please reach out to us:

Thank you for shopping with Otaku Sneakers — every order is custom-made with love for the anime community!