Answers to All Your Questions
orders & shipping
Where do you ship to?
We are based in the Netherlands and currently ship to customers worldwide. Sign up for our email list to be the first to hear about future expansions!
How can I cancel or change my order?
Once your order is placed and processed, we cannot modify the items in your order or cancel it entirely, as we strive to fulfill orders as quickly as possible. If you have any questions, please email us at gachagochagotcha@gmail.com. While we cannot guarantee changes or cancellations, we will do our best to assist you!
When will my order ship?
We strive to process your order within 24 hours. However, due to limited resources, please allow 2-3 business days for processing. Once your order has shipped, we’ll send you a shipping confirmation email with a tracking number so you can track its progress.
For pre-orders, we will send a notification email with the expected delivery date once the products arrive in the EU.
If you have any further questions, feel free to contact us at gachagochagotcha@gmail.com.
Can I expedite my shipping?
Based on your location, we share the best rate and carrier available. If
you have any questions, please reach out to us via email, gachagochagotcha@gmail.com.
How much does shipping cost?
Shipping costs vary based on your country and selected shipping method. Your shipping costs are calculated at checkout.
My package was marked as delivered, but it never arrived?
We’re sorry to hear that. Please reach out us via email if you are experiencing any problems with your order delivery.
My favorite product is sold out. When will you restock?
Rest assured, we are working as quickly as possible to restock our products. Feel free to reach out to us via email or through our contact form. You can also sign up for our email updates or follow us on TikTok, Instagram, or Threads to be the first to know when our products are back in stock.
Returns & Exchanges
Can I return or exchange an item?
Items can be returned within 14 days of receiving the parcel, provided they are unused, in the same condition, and in the original packaging as when received. After this period, we regret that we cannot offer a refund or exchange. (Please note that the return shipping costs are the responsibility of the customer.)
The following items are non-returnable:
- Pre-orders
- Blind boxes
- Random gacha items
- Subscriptions
- Gift cards
- Sales items
If you experience any issues with your product, please contact us at gachagochagotcha@gmail.com for assistance.
How to return?
Once your Return request is accepted, we will send you an email with detailed instructions. Please follow the provided guidelines to complete the return process. (Note: Return shipping costs are the responsibility of the customer.)
When will I receive the refund?
Once the items arrive, we will notify you via email with the result of your refund request. If the refund is approved, a credit will be automatically applied to your credit card or original method of payment within a certain number of days.
I haven't received my refund yet. What should I do?
If you haven’t received your refund yet, please check your bank account or contact your credit card company, as it may take some time for your refund to be officially posted. If you’re still having trouble receiving your refund, please reach out to us at gachgochgotcha@gmail.com.
Can I exchange to another item?
We only exchange the same item if it is defective or damaged.
(Please note that the return shipping costs are the responsibility of the customer.)