Terms of sale
Last updated: 26 September 2026.
Terms of sale
These terms apply when you buy anime merchandise from Otaku Gems, including our Chibi Crate mystery-box range. Please read them with our returns and refunds policy, shipping policy and privacy policy.
The seller is OTAKU GEMS LTD, registered in England and Wales with company number 16240212. Registered office: 82a James Carter Road, Mildenhall, Bury St. Edmunds, England, IP28 7DE, United Kingdom. Store: store.otaku-gems.com. Contact: support@otaku-gems.com.
Nothing in these terms excludes or limits your statutory rights or mandatory consumer protections that apply where you live.
What you are buying
Each product listing describes the offer, price, quantity and available options. We must supply goods that are of satisfactory quality, fit for purpose and as described. Product-specific terms apply only to the product concerned; Chibi Crate terms do not apply to other merchandise.
Chibi Crate: our mystery-box range
Chibi Crate Founder Drop 01 is a one-off purchase, not a subscription. Delivery is charged separately. Each crate contains 8–10 officially licensed anime items, including at least one boxed figure and one additional feature item. The exact assortment varies. Product photos show possible contents unless an item is expressly guaranteed. We must fulfil the contents commitments made in the listing when you order.
Anime preferences guide curation but do not guarantee a particular series, character or item. They do not, by themselves, make the crate a personalised or custom-made product exempt from statutory cancellation.
Founder Drop 01 pre-orders
Founder Drop 01 is a pre-order, limited to 25 crates. Pre-orders close 31 October 2026 at 23:59 UK time, or earlier if sold out. Estimated dispatch is 9–15 November 2026. This is when we expect to send your crate, not a guaranteed arrival date.
You can cancel your pre-order before dispatch by emailing support@otaku-gems.com with your order details. Your statutory cancellation, refund and faulty-goods rights remain unaffected. See our returns and refunds policy.
Prices, payment and order acceptance
Please review your order and delivery details before paying. Prices, currency, taxes collected by us and delivery charges are shown at checkout. Payment is taken using the methods offered there. International import charges payable separately to customs or a courier are explained in our shipping policy.
An automated order acknowledgement confirms that we have received your order. We accept the order and form the sales contract when we send the dispatch confirmation. If we cannot accept or fulfil an order, we will tell you and refund payments received for the unfulfilled order.
We will not substitute a materially different offer or charge a higher price without your agreement. If we discover a pricing or description error before acceptance, we will explain it and let you choose whether to proceed on the corrected terms or receive a refund. Later changes to listings or prices do not change an accepted order.
Delivery and responsibility for goods
We deliver within the UK and to 40 selected international countries, subject to the destinations available at checkout. Delivery is to the address in your order. Delivery estimates are not guaranteed arrival dates unless expressly agreed. Unless a different delivery period is agreed before purchase, goods must be delivered without undue delay and within 30 days of the contract.
Contact us if delivery is late. Your legal remedies remain available, including any right to set an appropriate further delivery deadline or cancel. We remain responsible for goods until they are physically received by you or someone you nominate other than the carrier, subject to the statutory exception for a carrier you independently commission and that we did not offer.
Tell us promptly if delivery details are wrong. We will discuss any reasonable redelivery costs caused by an incorrect address or an uncollected parcel, subject to your legal rights. These issues do not automatically forfeit your payment.
Cancellations, returns and faults
We offer statutory returns only, not an additional voluntary change-of-mind return period or voluntary exchange scheme. Our returns policy explains cancellation deadlines, return costs, refund timing, faulty-goods remedies and an optional cancellation form.
When cancelling a Chibi Crate purchase, return the complete crate with all supplied items and accessories. Please retain and return original packaging wherever reasonably possible. Opening packaging does not automatically remove your cancellation or faulty-goods rights. Any deduction for handling beyond reasonable inspection must be lawful and reflect actual diminished value, as explained in the returns policy. Complete-crate cancellation requirements do not restrict statutory remedies for an individual faulty item.
Questions and complaints
Email support@otaku-gems.com with your order details and a description of the issue. We will consider your complaint and respond as soon as reasonably possible.
Liability and applicable law
We are responsible for loss or damage that is a foreseeable result of our breach of contract or failure to use reasonable care and skill. Nothing limits liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any liability that cannot lawfully be limited.
English law governs these terms. This does not remove mandatory consumer protections that apply where you live or rights to bring proceedings in courts available to you under applicable law. Changes to these terms do not retrospectively reduce rights under an existing order.