Email:
Shipping
New Zealand & Australia Customer:
Flat Rate $9.99 (Free MYSTERY GIFT)FREE shipping for order over $100 (NZ only)
Shipping New Zealand & Australia 1-7 working days
Other Countries:
Flat Rate $49.99 (Free MYSTERY GIFT)DHL Express 7 working days.
Due to some products are custom made or Pre-order Items. It may takes 10 working days to receive your order. Please contact us if you need urgent delivery.
Refund Policy
THE FOLLOWING RETURN POLICY APPLIES TO GENERAL ONLINE PURCHASES
Returns and Exchanges are available if initiated within 48 hours of receiving your package for store credit only (excluding items listed below). You must email customer service within three days to request the return or exchange, any claims made after 48 hours will NOT be accepted. Shipping and handling fees are not refundable. All items must be returned in their original condition; unused, unopened, including packaging. We cannot accept items that have been worn or altered- they will be shipped back at the customer’s expense. Customer is responsible for shipping and handling charges for the exchanged item, actual shipping cost may be greater than the promotional offer. Kindly contact us first via email before sending out the parcel for faster and better customer service. You will be issued a return authorization number to include in your package. Customer Service Email: info@animehouse.co.nz
DAMAGED, DEFECTIVE OR WRONG ITEMS:
WE MAKE THE BEST EFFORTS TO ENSURE THAT ALL ORDERS ARE CAREFULLY INSPECTED BY OUR STAFF FOR DAMAGES AND DEFECTS PRIOR TO LEAVING THE WAREHOUSE.
In the case of defective or wrong items, please contact customer service via e-mail (info@animehouse.co.nz) within 48 hours of delivery and provide the nature of the defect. Any claims made after 48 hours will NOT be accepted. Our excellent customer care team will work with you to resolve the situation. If a damaged item is received due to rough delivery, Anime House is not liable for these damages, and claims need to be made with the carrier company. In a case of a Manufacturer defective item or a wrong item sent to you, a store credit will be issued to you. A store credit is a unique coupon number that is emailed to you. You can use it towards any future purchase on animehouse.co.nz. A store credit never expires.
What is a Manufacture Defective Item and How Do I Make A Claim?
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“Manufacture Defect” is defined as a frailty or shortcoming in a product resulting from a departure from its design specifications during production.
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You must notify Anime House about defective or wrong items within 48 hours of delivery.
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Email us at info@animehouse.co.nz with the invoice number, contact information, and a list of defective items.
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For each item you must submit a photo of the defective item and its packaging materials and describe the damage that has occurred. Damages without accompanying documentation are NOT accepted.
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Please keep the shipment packaging in case of inspection by the shipping company.
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Once we have received the claim from you, along with the product images, our customer representative will inspect your order and contact you within five (5) business days.
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On approved damaged items that are $20.00 or less, you will receive an email with a store credit to be used during any future order on animehouse.co.nz. For items over $20.00 we will e-mail you a return label, and you will return the merchandise to our return center, and once the merchandise is received, a store credit will be issued to you.
REFUSED AND UNCLAIMED SHIPMENTS
Any refused or unclaimed packages will be charged all actual shipping costs. Shipping carriers charge for both to and return shipments.
(Actual shipping costs may be higher than what you were charged for during checkout due to our discount shipping charged to our customers)
Layby Policy
Yes we do offer lay-by on the goods you see on our on-line store.
To setup a lay-by you will need to email us info@animehouse.co.nz.
Before you do though, read through these brief terms and conditions of our lay-by policy, as we will not set one up for you unless you can comply with the following:
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The item you are wishing to purchase via lay-by is over $100.
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You can pay a 20% deposit at the commencement of the lay-by.
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You can make regular payments - either weekly, fortnightly or monthly but no longer intervals will be accepted.
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You agree to have the Lay-By finalized and fully paid for so that we can ship it out to you by no later than 12 weeks from the date the 20% deposit was paid.
WHAT HAPPENS IF I MISS A PAYMENT OR I REACH THE 12 WEEK CUT-OFF WITH FUNDS OWING?
If you miss a payment, we will contact you and give you a grace period to make the payment to keep the lay-by going.
If after the grace period elapses and you still have not made the payment, then at Anime House's discretion, it can cancel the lay-by and return the item back into stock to be purchased by other customers. Should the item be released back into stock, your Anime House account will still have a credit for the dollar value you had paid off to that date the stock was released. You do not forfeit this dollar amount, it can be applied to future purchases.
If your lay-by reaches a 12 week maturity and you have not paid it out, we will contact you to request payment in full on the piece. If you cannot pay in full, then Anime House, at its discretion, can cancel the lay-by and return the item(s) back into stock. Should this occur, you will still have a credit on your Anime House account for the dollar value of funds paid toward the lay-by to use against future purchases.
Cash refunds will not be given.
WHAT HAPPENS IF I CHANGE MY MIND DURING THE LAY-BY?
If you decide that you no longer want to proceed with the lay-by at any stage during the lay-by period (up to 12 weeks), at your instruction, we can cancel your lay-by and return the item(s) back into stock. You will have a credit on your Anime House account for the dollar value of funds paid toward the lay-by to use against future purchases.