Privacy policy

Last updated: 26 September 2026.

Privacy at Otaku Gems

Otaku Gems is the anime-merchandise store operated by OTAKU GEMS LTD at store.otaku-gems.com. Our collections include the Chibi Crate mystery-box range. In this policy, the website and its related content, features, tools, products and services are called the “Services”.

Our store is powered by Shopify. This policy explains how we collect, use and share personal information when you browse, shop, use the Services or contact us. If this policy and our website terms conflict about the processing of personal information, this policy applies to that processing.

Personal information we collect

Personal information means information that identifies, or can reasonably be linked to, a person. It does not include information that has been anonymised so that a person cannot be identified or reasonably linked to it.

Depending on how you use the Services, where you live and what the law permits or requires, we may collect or process the following information, including inferences drawn from it:

  • Contact details: your name, billing and delivery addresses, phone number and email address.
  • Payment information: card or financial-account information, transaction details, payment method, payment confirmation and other details processed in connection with a payment.
  • Account information: your username, password, security questions, preferences and settings, where those account features are used.
  • Shopping and transaction information: products you view, add to a cart or wishlist, buy, return, replace or cancel, and your transaction history.
  • Communications: information you give us when asking for support or otherwise contacting us.
  • Device information: your device, browser, network connection, IP address and other unique identifiers.
  • Usage information: how and when you interact with or navigate the Services.

Where information comes from

  • You: when you create an account, browse, place an order, contact us or otherwise provide information.
  • Your use of the Services: information collected automatically from your device and through cookies or similar technologies, subject to applicable consent requirements.
  • Service providers: information collected or processed by businesses providing technology and other services on our behalf.
  • Partners and other third parties: information provided in connection with the Services, as permitted by law.

How we use personal information

  • Orders and store services: to process payments, fulfil orders, arrange delivery, handle cancellations, returns and statutory remedies, manage accounts, remember preferences, enable reviews and send account or order updates.
  • Personalisation and improvement: to recommend relevant products, tailor the shopping experience and improve the Services.
  • Marketing and advertising: to send promotional communications by email, text message or post, and display advertisements on our store or other websites, including ads based on shopping activity. Applicable consent and opt-out requirements still apply.
  • Security and fraud prevention: to authenticate accounts, protect the Services and users, and detect, investigate or respond to potentially fraudulent, illegal, unsafe or malicious activity.
  • Customer support: to respond to questions and manage our relationship with you.
  • Legal matters: to meet legal obligations, respond to valid legal processes or government requests, investigate disputes, participate in legal proceedings and enforce applicable terms.

If you have an account, keep your credentials secure and do not share passwords or other access details.

UK and EEA legal bases and order preferences

We process information needed to take payment, fulfil orders and provide related support to perform our contract with you. We process records required by tax, accounting and consumer law to comply with legal obligations, including handling statutory cancellations and remedies. Security, fraud prevention and proportionate service administration rely on legitimate interests where those interests are not overridden by your rights.

Where consent is required for marketing, non-essential cookies or similar processing, we rely on consent, which you may withdraw. Order and other necessary transactional messages are separate from marketing. Using the website does not itself give consent to processing that requires your consent.

For Chibi Crate, anime preferences and avoid-list information you choose to provide are used to curate your crate and answer related enquiries. Please do not include sensitive personal information in those fields.

Non-essential cookies and similar technologies are subject to applicable consent requirements. See the privacy choices page for the controls available on this store. Reading this notice does not change browser or consent settings.

When we share personal information

Where appropriate and lawful, we may share information:

  • With Shopify and service providers supporting payments, IT, analytics, customer support, cloud storage, fulfilment and delivery. Couriers and customs authorities may receive information needed to deliver and clear international orders.
  • With business and marketing partners providing advertising and marketing services. We use Shopify features that support personalised advertising through third-party services based on activity across merchants and websites. Partners process information under their own privacy notices. Depending on where you live, you may have a right to opt out of these uses through our data-sharing opt-out page.
  • At your direction or with your consent, such as when you request a delivery or use a social-media widget or login integration.
  • With affiliates or within our corporate group, where applicable.
  • For a business transaction or legal reasons, such as a merger or bankruptcy, compliance with legal obligations, responses to valid legal requests, enforcement of applicable terms, or protection of the Services and the rights of our business, users or others.

Shopify's role

Shopify hosts the Services and collects and processes personal information about your access to and use of them to provide and improve those services. Information submitted through the Services is transmitted to Shopify and may be shared with other providers, including providers in countries other than where you live.

We also use Shopify enhanced features that draw on information about your interactions with our store, other merchants and Shopify to help protect, grow and improve our business. For this processing, Shopify is responsible for your personal information, including responding to requests to exercise rights relating to those purposes.

Read the Shopify Consumer Privacy Policy for more about Shopify's use of personal information and your rights. Depending on where you live, you can exercise certain rights through the Shopify Privacy Portal.

Third-party websites

Links may take you to websites or platforms operated by others. Review their privacy, security and other terms before using them. We do not control those websites or guarantee their content or security. A link does not imply endorsement unless we expressly say otherwise, and nothing here excludes any responsibility we have under applicable law.

Information you post in public or semi-public spaces, including third-party social networks, may be visible to other people and used by those platforms or their users.

Creator collaboration videos

Creator collaboration videos are hosted through Shopify so you can watch them in our store. Shopify and its content-delivery providers may process technical information, such as your IP address and browser information, to deliver the videos. These players do not load Instagram embeds or require an Instagram account.

Videos may play automatically without sound when in view. You can pause autoplay or use each video's playback and sound controls. Reduced-motion and data-saver preferences disable automatic playback unless you choose to enable it. Optional links to a creator's original Instagram post take you to Instagram, where the Instagram Privacy Policy applies.

Children's information

The Services are not intended for children, and we do not knowingly collect personal information from children under the age of majority where they live. A parent or guardian can contact us to request deletion of information a child has provided. As of the date of this policy, we do not have actual knowledge that we “sell” or “share” personal information of people under 16, as those terms are defined by applicable law.

Security and retention

No security measure is completely secure, and information may be at risk during transmission. Do not send sensitive or confidential information through insecure channels. This does not remove our legal duties to protect personal information.

Retention periods depend on the purpose of the information, including whether it is needed to maintain an account, provide the Services, meet legal obligations, resolve disputes or enforce applicable contracts and policies.

Your rights and choices

Your rights depend on where you live and may be subject to legal conditions or exceptions. They may include:

  • Access: asking what personal information we hold about you and requesting a copy.
  • Deletion: asking us to delete your personal information.
  • Correction: asking us to correct inaccurate information.
  • Portability: receiving information in a transferable form or asking us to transfer it to another provider, where applicable.
  • Opting out of sale, sharing or targeted advertising: where these rights apply, use the data-sharing opt-out page.
  • Marketing choices: unsubscribe from promotional emails using the link in those emails. We may still send non-promotional messages about your account or orders.

Depending on your location, we treat an enabled Global Privacy Control signal as an opt-out request for the device and browser you use to visit the store. If we can associate that device with a Shopify account, we apply the request to the account too. Learn more at https://globalprivacycontrol.org/. We do not recognise other browser or device “Do Not Track” signals.

If you live in the UK or European Economic Area, you may also have rights to object to processing, restrict processing and withdraw consent, subject to applicable law. Withdrawing consent does not affect the lawfulness of processing carried out before withdrawal.

Use the controls indicated in the Services or contact us using the details below to exercise your rights. For rights relating to Shopify's own processing, visit https://privacy.shopify.com/en.

We will not discriminate against you for exercising your rights. We may need to verify your identity as permitted or required by law. Where the law allows an authorised agent to act for you, we may require proof of that authority and direct verification of your identity. We respond within the time required by applicable law.

Complaints

Contact us if you have a concern about how we handle personal information. Depending on where you live, you may be able to appeal a decision by contacting us or complain to your local data-protection authority.

In the UK, you can complain to the Information Commissioner's Office (ICO). You do not have to contact us first. For the EEA, see the list of data-protection authorities.

International transfers

Your information may be transferred, stored or processed outside the country where you live. For transfers out of the UK or EEA, we rely on recognised safeguards, such as the European Commission's Standard Contractual Clauses or relevant UK transfer mechanisms, unless the destination has been recognised as providing adequate protection under the applicable regime.

Changes to this policy

We may update this policy to reflect changes in our practices or operational, legal or regulatory requirements. We will publish the revised policy here, update the date and provide any notice required by law.

Contact and controller details

For questions, complaints or privacy-rights requests, email support@otaku-gems.com or write to OTAKU GEMS LTD, 82a James Carter Road, Mildenhall, Bury St. Edmunds, England, IP28 7DE, United Kingdom.

OTAKU GEMS LTD is registered in England and Wales with company number 16240212. It is the controller for personal-information processing carried out for Otaku Gems, including Chibi Crate, except where Shopify or another provider acts as a separate controller as explained above.