Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@animetowncreations.com. If your return is accepted, we’ll send you a return authorisation number, as well as instructions on how and where to send your package. You will be responsible for any return shipping costs which will be deducted from the total refund amount.  

Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@animetowncreations.com.

Shipping Insurance; Damages & lost in transit parcels

Shipping insurance is available as an optional add-on at checkout (on the shipping options page). This coverage protects your order against loss, theft, or damage during transit.

Important: If shipping insurance is not purchased, we are not liable for parcels that are lost or arrive damaged.

Upon delivery, please inspect your order and contact us immediately if you receive a damaged, defective, or incorrect item. We’ll gladly assess and replace any eligible items.

To report an issue, email us at support@animetowncreations.com with your order number (#ATC) and, where possible, include clear photos of the issue.

Cancellations
For cancellations please contact us as soon as possible after the purchase has been made. Please kindly be advised that cancellations are assessed on a case-by-case basis depending on the production status of the order. If the item has already been produced or dispatched we are unable to offer a cancellation for the order. For custom made-to-order products we are unable to offer cancellations once the product has been produced.

For further assistance please contact us immediately and we will be able to assist you in determining the production status of your order and if it is possible to arrange a cancellation. 

Exceptions / non-returnable items

Certain types of items cannot be returned, custom products (such as special orders or personalized items). Items can not be returned or exchanged if the items feature custom submissions. Please get in touch if you have questions or concerns about your specific item.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.