We use Aramex as our courier service. Shipping rates are based on their standard fees and displayed on the checkout page before confirming your order. Please ensure that all details are correct to get an accurate shipping charge.
2. What are your shipping rates within the UAE?
Shipping rate within the UAE is AED 18. Orders valued at AED 200 or above qualify for FREE shipping.
3. Do you ship internationally?
Yes, we do! International shipping rates are calculated based on the size of the order and destination. These rates will be displayed at the checkout page before you confirm your order.
4. How long does it take to deliver orders within the UAE?
Orders within the UAE are delivered in 2-3 working days if there are no delays from the Aramex couriers. Excluding weekends and holidays.
5. What are the delivery times for orders to the GCC region?
Deliveries to the GCC region take 5-7 working days. The countries included in this region are:
Saudi Arabia
Kuwait
Bahrain
Qatar
Oman
Note that for shipments towards Qatar, customers' Qatari ID is required to pass custom clearances without delays. Please email us a copy of your ID to info@otakume.com.
6. How long does international delivery take?
International deliveries can take 7-15 working days, depending on the destination and any potential delays from Aramex.
7. When do you process orders?
We process all orders on the same day if placed before 3 PM. (Dubai GMT +4). Orders are passed to Aramex in the evening for processing.
8. Can I pick up my order from your store?
Yes, an in-store pickup option is available. Simply choose either Times Square Center or Al Ghurair Center options on checkout. Please look for the store location below the item's description on where specific products are available. This information should also be present just before the checkout process. Items must be present on the same store location.
Payment Methods
1. What payment methods do you accept?
We accept secured Credit/Debit Card and Tabby transactions. We do not offer Cash on Delivery service.
2. Can I use installment payments?
Yes, within the UAE and Saudi Arabia, you can use "TABBY" to split the payment into 4 monthly installments.
3. Can I make an order and pay on behalf of my friend living somewhere else?
Yes, it's possible; however, this may trigger a security feature with TELR, our credit card processing system, and may be flagged for review. This is a probable cause due to names or order/address locations being different. In this case, your ID may be required to clear this. Please email us at info@otakume.com.
Order Modifications and Returns
1. Can I add more items to my order after it has been placed?
Once an order is placed and paid for, it is not possible to add more items.
2. Can customers cancel their orders? If so, what is the process?
Yes. It’s best to notify us about cancellations before the order status is “completed”. Please email us at info@otakume.com or call us at +971 4 321 4171 or message us in Whatsapp +971 50 901 3135 stating your order number and details with the reason for cancellation. Please also note that a refund via credit card may take up to 2 weeks depending on the bank.
3. How can I correct shipping details or addresses?
Please inform us of any shipping details or address corrections before the package is shipped out for delivery. Call us at +971 4 321 4171 or email us at info@otakume.com or message us in Whatsapp +971 50 901 3135.
4. Can I exchange an online order?
Yes, returns and exchanges can be made at our store in Times Square Center, Al Qouz, Dubai. Please bring along the package documents including your details and packing slip.
5. What should I do if my order is missing items or if I received an incorrect order?
Please email us at info@otakume.com or message us in Whatsapp +971 50 901 3135 for any issues regarding missing items or incorrect orders. It’s best to include photos or video clips of your package contents.
6. Can I cancel my order and place a new one with more items?
Yes, if your order has not been processed yet. Please note that we cannot guarantee the same items will still be available on your next order, and placing a new order will lead to further delays in processing it. Credit card refunds will also take up to 2 weeks depending on the bank.
Shipping of Special Items
1. Can you ship paints?
Yes, we can ship paints within the UAE and GCC region (except Qatar). However, there is an additional AED 50 charge by the couriers for handling flammable items. We encourage ordering in bulk to justify this cost.
Stock and Availability
1. Is your online stock the same as your in-store stock?
Our online website stock may differ from our in-store stock as orders are processed from our warehouse. It’s best to inquire in-store for specific items. Call us at +971 4 321 4171 or message us on Whatsapp +971 50 901 3135. The stock levels and availability may be different for certain items. However, you're welcome to visit the store to shop for more items apart from your online order.
2. When will out-of-stock items be restocked?
Restocks for out-of-stock items depend on the manufacturer and whether the item is in production. We do our best to acquire what we can when it’s available.
Account and Login
1. Do customers need to create an account to place an order?
No, orders can be placed as a guest without logging in. However, it is recommended to create an account to earn Reward Points with orders, which can be used for discounts. Order addresses can also be saved for future use. Create an account with this LINK
2. How can customers reset their passwords if they forget them?
Please email us at info@otakume.com.
Order Tracking
1. How can customers track their orders?
An Aramex tracking number will be provided once we complete the order on our end, with a link to Aramex’s tracking website.
2. Will customers receive notifications about their order status?
Yes, it will be displayed on the order information under the account dashboard.
Packaging and Handling
1. Do you offer gift wrapping services?
Yes, a gift wrap service is available for model kits, costing AED 5 for each model kit. Please add “Gift Wrap” to your cart.
Product Information
1. What should customers do if they need more information about a product?
Contact us, or reach out to our social media crew on Facebook and Instagram.
Customer Support
1. What are the available channels for customer support?
1. How can customers use promo codes on your website?
Ensure that the promotional code is valid at the time of your order, and for the items in your cart. Promo codes can be entered on the checkout page before confirming your order.
Reward Points
1. How do I earn Reward Points?
Purchasing from our website or in-stores using your Otaku ME account. By Participating in Events and Competitions. Subscribing to our Newsletter.
2. How many points will I earn from my purchase?
For every AED 10 purchased, 1 Reward point will be earned, and every 10 points converts to AED 3 back to your account. AED 10 = 1 Point 10 Points = AED 3 Note: Reward Points will only calculate the Subtotal without VAT. If an item is discounted, points will be calculated after the discount without VAT.
3. How do I use and redeem reward points?
Click on "Redeem points" at the top of the page, which should open up the points and reward program menu. Then click on "Redeem points" and choose how many points you would like to use with the slider which will generate a coupon code and consume your points. Use this code on the checkout page before confirming your order.
4. Is there a minimum use for using Reward Points?
Yes, there will be a minimum of 100 points for in-store Purchases.
5. Is there an expiration date for the Reward Points?
