FAQ
Are your items authentic?
Yes, absolutely. All of our anime figures and merchandise are 100% officially licensed and authentic.
How can I contact you if I need help?
You can reach our support team anytime at support@animehaven.co.uk. We aim to respond to all inquiries within 24 hours.
Where do you ship?
Currently, we only ship to addresses within the United Kingdom. We do not offer international shipping at this time.
How much does shipping cost?
We offer tiered shipping based on your order value:
- Standard Delivery: £2.99 for orders under £50, and Free for orders £50 and over.
- Delivered in 2-4 working days after dispatch
When will my order ship and how long does delivery take?
Orders placed before 12:00 PM (GMT) on a business day process the same day.
- In-Stock Figures & Merch: Processed in 1–3 business days. Standard delivery takes 2–4 business days after dispatch
- Made-to-Order Apparel: Because these are custom-printed just for you, please allow 7–14 business days for production and delivery.
Why did my order arrive in separate packages?
To bring you the widest selection, we partner with multiple specialty distributors and Print-on-Demand facilities. If your order contains items from different warehouses (like a figure and a custom hoodie), they will be shipped separately and arrive in different packages. You will receive separate tracking numbers for each package.
How do Pre-Orders work?
Pre-orders are shipped as soon as the stock arrives at our UK warehouse from the manufacturer. Please note that manufacturer release dates are estimates and subject to change due to industry delays.
What happens if I buy an in-stock item and a pre-order item together?
If your cart contains both "In-Stock" items and "Pre-Order" items from the same warehouse, your entire order will be held and shipped together once the pre-order item arrives. If you want your in-stock items delivered immediately, please place a separate order for them.
Can I cancel a pre-order?
Yes, you may request to cancel a pre-order at any time before the item has been processed for shipping. Please note that canceled pre-orders are subject to a 10% cancellation fee to cover non-refundable payment processing and administrative costs.
What is your return policy?
We offer a 14 day return policy. To be eligible for a return, your item must be in the exact same condition that you received it: unworn or unused, with tags, and in its original, unopened packaging.
Who pays for return shipping?
Change of Mind: The customer is entirely responsible for paying all return shipping costs.
Damaged or Incorrect Items: If your item arrives damaged, defective, or we made an error, AnimeHaven will cover the return shipping costs.
What if my item arrives damaged?
If your order is damaged in transit by the carrier, please contact us at support@animehaven.co.uk within 48 hours of delivery. Please include your order number and clear photos of both the damaged item and the outer shipping box so we can make it right.
How do I start a return?
To start a return, please contact us at support@animehaven.co.uk with your order number. For our full return instructions and our official return address, please visit our Return Policy Page