1] How long do products take to ship/deliver?
Products are usually shipped either same day or 1-2 working days. Whilst items tend to arrive the next day, please allow at least 5 working days before chasing up UK orders. When a sale is on, please take into account delays will occur due to the amount of orders to process and stock to sort through.
International orders can take between 2-4 weeks for delivery. This is usually down to waiting to be cleared through customs.
Unfortunately we cannot ship to Japan.
2] When is payment for an order taken?
Payment is usually taken straight away following the order being placed. This applies to both in-stock and pre-release items.
3] When do pre-release items ship?
Pre-release items ship as and when stock arrives. Sometimes stock will arrive between 1-2 weeks before official release date.
4] If I place an order for an in-stock item and a pre-order, will they be sent separately or together?
Unless requested, any back catalogue stock gets shipped once stock arrives. This usually takes 1-2 days, dependent on if stock is available at the time of ordering. Pre-release item/s will then ship separate as and when they arrive.
5] How much is postage?
Postage via Royal Mail for UK orders are free. For Europe postage is £3 per item and worldwide postage is £8 for the first item, and £5 for each item afterwards (eg. 3 items would cost £18 postage).
6] When will an upcoming title be available to pre-order?
Pre-release titles are usually up to order between 1-3 months before official release date. Sometimes additions are added within a few weeks of release date.
7] What region codes are your releases?
All titles are DVD Region 2 and Blu-Ray Region B. These are the default region codes for the UK & Ireland. 4K titles are Region Free.
8] Is a particular title dub or sub only?
The majority of anime titles tend to have both English language audio and the original Japanese audio with English subtitles, though there are titles that are just sub only. All titles are stated in the descriptive fields whether they are dub/sub.
9] Will I get a confirmation email of my order being placed?
Yes. This will be sent to the email address of your account with our site or with the email address input during the checkout process. This confirmation will include your order number. If you have not received an email please ensure to check your spam/junk folder. Gmail accounts may need to mark us as safe to receive emails.
10] How long does shipping take?
Orders for in-stock products are usually dispatched within 24-48 hours (working days only)
11] How do I cancel an order?
To cancel an order or a particular product please send an email to help@anime-on-line.com including your name and order number with a request to cancel your order. Please note once a product has shipped, cancelling an order is not possible.
12] I haven't received a confirmation email on my order?
Be sure to check your spam/junk folder. Please also ensure to mark us in your address folder as safe. GMail accounts in particular seem to be the worst with letting our emails reach the recipient safely.
13] How do I change my shipping address on an order I've placed?
To do this please email at help@anime-on-line.com, including your order number and the address you want updated. Please note this needs to be done before an item gets shipped.
14] If a release date changes, will I get a notification of this?
Due to the amount of titles that get released and prone to release changes regularly, we do not have the time or facilities to contact every individual customer of a release change.
15] What is your returns/refund policy?
If you receive a damaged/faulty product, or need to return an unwanted item please email at help@anime-on-line.com with your name and order ID and the issue with the item.
16] What are the detailed changes regarding Brexit where the consumer is responsible for importing the goods into Europe?
The UK retailer can zero rate the export of the goods from the UK, if appropriate evidence is retained. Import VAT is payable by the private consumer. There is no local requirement for the UK retailer to account for VAT or Customs Duty in the country of the consumer. The consumer may have to visit a depot or post office to clear the goods and pay the import VAT.
As the UK has now left the European Union VAT due on purchases made from the UK by European residents must be paid in the country of receipt, at the VAT rate of that country.
Each country has its own rate of VAT. Local VAT collection and the rate applied has nothing to do with the UK shipper. VAT is automatically removed for international orders.
UK companies selling to European customers will sell at zero rate 0% VAT.
17] I have a question about my order/I have a question that's not answered above, who should I contact?
For all other enquiries please email help@anime-on-line.com. Please note our order desk is closed over the weekend. Any queries sent during a weekend/holiday period will not be responded to until the next working day.