FAQs
General FAQs
Size Charts
Our Sizing is all US Standard sizing
Tee Size Chart
Size | Body Length | Body Width | Sleeve Center Back |
S | 28.5" | 18" | 15.63" |
M | 29.5" | 20" | 17" |
| L | 30.5" | 22" | 18.5" |
XL | 31.5" | 24" | 20" |
XXL | 32.5" | 26" | 21.5" |
Long Sleeve Tee Size Chart
Size | Body Length | Body Width | Sleeve Center Back |
S | 28.5" | 18" | 33.5" |
M | 29.5" | 20" | 35" |
| L | 30.5" | 22" | 36.5" |
XL | 31.5" | 24" | 38" |
XXL | 32.5" | 26" | 39.5" |
Hoodie Size Chart
Size | Body Length | Body Width |
S | 27" | 20" |
M | 28" | 22" |
| L | 29" | 24" |
XL | 30" | 26" |
XXL | 31" | 28 |
Satin Jacket Size Chart
Size | Body Length | Body Width |
| XS | 26" | 21 1/2" |
S | 26 3/4" | 22 1/2" |
M | 27 1/2" | 23 1/2" |
| L | 28 1/4" | 24 1/2" |
XL | 29" | 26" |
XXL | 30" | 27 1/2" |
| XXXL | 31" | 29" |
Varsity Jacket Size Chart
Size | Body Length | Body Width |
XS | 26.5" | 22.5" |
S | 27.25" | 23.5" |
M | 28" | 24.5" |
L | 28.75" | 25.5" |
XL | 29.5" | 27" |
XXL | 30.5" | 28.5" |
3X | 31.5" | 30" |
Joggers Size Chart
Size | Waist Width | Inseam |
XS | 29.5 - 33.5" | 28.5" |
S | 31.5" - 35.5" | 29" |
| M | 33.5 - 37.5" | 29.5" |
L | 35.5 - 39.5" | 30" |
XL | 37.5 - 41.5" | 30" |
| XXL | 39.5 - 43.5" | 30" |
Lounge Set Size Chart
Size | HPS Length | Bust 1" below armhole | Pants Inseam | Pants Waist |
XS | 27" | 18.5" | 28 | 29" - 32" |
S | 28" | 19.5" | 29 | 31" - 34" |
M | 29" | 20.5 | 30 | 33" - 36" |
L | 30" | 21.5" | 30.5 | 35" - 38" |
XL | 31" | 22.5" | 31 | 38" - 40" |
XXL | 32" | 23.5" | 31.5 | 39" - 42" |
3X | 33" | 24.5" | 32 | 41" - 45" |
How do your size charts work?
Most of the size charts on our website reflects flat measurements as if you laid the garment on the floor and measured them.
All sizing is Unisex unless it states otherwise 😊
Is my shirt really officially licensed?
HECK YES! We partner with the brands you know and love to make sure your merch is 100% officially licensed and legit. You can see us partner with licensors like Toei, Pokemon and Viz Media at conventions like Anime Expo, NYCC and Anime Nyc 😍
How should I care for my items?
Wash all our tees on cold and tumble dry on low to prevent fading and keep things looking fresh ☺
If you have an anorak or a bomber jacket, we recommend spot cleaning!
Do Restocks Happen?
Q: How often do items get restocked?
A: The frequency of restocks varies depending on the demand for the product. Popular items may be restocked more frequently, while others might have less frequent restocks.
Q: How can I find out when an item will be restocked?
A: We provide information about restocks through email notifications and socials! You can sign up for email alerts, follow us on social media, or check the product page for restock updates.
Q: Can I pre-order items during restocks?
A: We currently don't offer pre-orders for items that are expected to be restocked.
Q: Are restocked items identical to the previous stock?
A: In most cases, restocked items are identical to the previous stock. However, there might be occasional updates or improvements to the product.
Q: The size I needed to exchange for is out of stock, Can I reserve an item for them you restock?
A: Restocked items are on a first-come, first-serve basis. It's recommended to return the item for store credit!
How can I leave a review?
15 days after we've sent your anime merch on its journey to you, we'll zap you an email with a special link. Share your thoughts and join our community of reviewers! Your insights are super important to us, helping to make sure every review is genuine.
Thanks for being part of our awesome anime world! 🌟✨
Can I send an order as a gift?
Of course! You can totally change the shipping address and the name of the person you want to gift the items to.
Please note: Our packages don't come with any invoices or return codes. We recommend giving them the order number and your email address in case they need to make any exchanges on the order.
Fan Bundles FAQ
What are Fan Bundles?
Fan Bundles are curated collections centered around specific animes. Each bundle includes a variety of items chosen by the Atsuko team!
How often are new Fan Bundles released?
Fan Bundles are being released weekly until 6/24. Keep an eye on our website and social media for announcements about new bundles.
Are Fan Bundles limited edition?
Yes, Fan Bundles are limited edition and available only for a short time. Once they sell out or the promotional period ends, they will not be restocked.
Can I customize the items in my Fan Bundle?
No, the items in each Fan Bundle are pre-selected and cannot be customized. The bundles are designed to offer the best possible value!
What is the return policy for Fan Bundles?
All Fan Bundles are final sale. Due to the significant discounts offered, we do not accept returns or exchanges on these items.
While all Fan Bundles are final sale, we take product quality seriously. If you receive a damaged or missing item, please contact our customer service team within 10 days of receiving your bundle.
How can I find out what’s included in each Fan Bundle?
Detailed descriptions and photos of the items included in each Fan Bundle are available on the product page.
Can I purchase multiple Fan Bundles?
Yes, you can purchase as many Fan Bundles as you like, while supplies last.
Shipping FAQs
What shipping options do you provide?
Our processing time for all orders is 1-3 business days. During peak periods such as sales, holidays, and launches this timeframe may be extended.
Shipping Options:
| Method | Cost | Delivery Time | Notes |
|---|---|---|---|
| Standard Shipping | $7.95 (Free over $75) | Within 5 to 10 business days to most US locations* | Shipments are mailed via USPS, FedEx or DHL |
*Shipping estimate applies to the 48 contiguous states. Standard shipping to non-contiguous states/territories may take longer.
Please allow an extra day for delivery to PO boxes.
When will I see tracking info?
After your order is picked, packed, and shipped it may take up to 48 hours (excluding weekends) after receiving tracking information for all of your delivery updates!
How long will it take to get my order?
We process orders Monday–Friday, excluding federal holidays. Orders placed after 12 pm Friday and through the weekend won’t be processed until the following Monday. We will send out an email with tracking information as soon as your order ships.
Our processing time for all orders is 1-3 business days (excluding weekends and public holidays). During peak periods such as sales, holidays, and launches this timeframe may be extended.
Ground shipping is 3-10 business days. If you see no movement or updates by the 10th business day, please email us so we can assist!
My address is incorrect; Can I change it?
Once an order ships, we’re unable to change its destination so please ensure all address information is correct along with any APT, unit, or suite numbers. If you still need to make a change, send an email to [email protected] as soon as possible with the right info, and we’ll do our best to make it happen!
International Shipping
We can only ship to the U.S. at this time 😭 But we hope one day we can ship product to you no matter where you are, so sign up for our emails and tell us where else we should ship to! For now, We have seen customers use freight forwarding services at their own discretion. We cannot guarantee or recommend these services as they're 3rd party buyers.
Please note: If an order is shipped to you using a freight forwarding service, no exchanges can be made. Return costs will be at the buyers discretion.
Tracking hasn't moved
We ask that you keep an eye on your tracking!
If your tracking link says "Pending" or your delivery date hasn't been updated in over 10 business days (excluding weekends), please reach out to us so we can take a look ASAP! [email protected]
My order shipped but I never got my package...
Don’t worry! If you’ve received a tracking number but your package is missing, please reach out to the carrier to locate your item. If it’s still unable to be located, please complete a missing package claim and provide us with the case number and we’ll make sure you get what you need!
USPS: https://www.usps.com/help/missing-mail.htm
FedEx: Please email us ASAP!
Please note: if it's been 2 weeks past the "Delivered" date we are no longer responsible for any orders marked as delivered at your door or with another party.
Holiday Shipping FAQ
We understand how important it is to get your order on time for the holiday! As of 12/13 all orders will be upgraded to Expedited Shipping through December 17th at no additional charge.
Orders $50+ will have free expedited shipping til 12/17 12AM PST
Orders & Payment
What forms of payment do you accept?
We accept most major methods of payment including Visa, MasterCard, Amex, Amazon Pay, and PayPal. We also offer Afterpay or Shop Pay*, if you wanna split up your payments. We may require additional identification verification to process orders that don’t meet our fraud prevention standards.
*Rates from 0%-36% APR. Payment options through Shop Pay Installments, are subject to an eligibility check and are provided by these lending partners: affirm.com/lenders. Options depend on your purchase amount, and a down payment may be required. State notices to consumers https://www.affirm.com/licenses.
I changed my mind... Can I cancel?
Upon receipt of your order, we work hard to get it out the door, making it unlikely to cancel before it ships.
You can cancel your order within the 1st hour via your order confirmation page or through your order history on your account. This means that cancellations or changes are not guaranteed past the hour.
Please double-check your shopping cart and info before checking out. If you’re still sure you want to cancel the order; You can send customer service an email or follow our returns process for a refund for anything that meets our return guidelines.
Our team is available M-F 8 AM- 5 PM CT
I accidentally ordered the wrong size; can you change it for me?
We can’t make any size changes to items after your order is placed, so make sure you’re ordering the right size! Check out our size info before checking out. If we ship your order and a size change is still needed, follow our returns process to request an exchange or refund.
My order was charged twice...but I only see one order.
This normally a soft authorization charge due to a failed transaction. The funds should be returned to your account between 4-7 hours and sometimes up to 14 business days; if you have not seen them returned, please reach out to your financial institution.
The Item I just bought went on sale!
If we lower the price of an item within 1 week of purchase, we would be happy to price match and provide a store credit for the difference. Please just send us an email with your order number and the item(s) you wish to price match! 😊
Returns & Exchanges
Are Returns/Exchanges extended for the Holidays?
Yes! Orders placed between November 15th and December 15th have an extra 30 days added to the policy. This way you can buy you gifts ahead of time and still have a chance to exchange or return as needed 😊
Returns Policy
We accept returns on Non-Clearance items that are in original packaging, unused, and unwashed within 30 days of the delivery date. Please follow our returns/exchanges process below. If items do not meet our requirements for return, they will be shipped back to you in lieu of a refund. Shipping and handling charges are non-refundable (exceptions may apply).
Please note: If an order is shipped to you using a freight forwarding service, all return shipping fees will be at the buyers discretion.
Returns on Sale Items-
Clearance items- that live under our "Clearance" tab are not eligible for refunds or exchange. These items are considered final sales. If we receive returned sale items, the package will be returned at the expense of the customer and a refund will not be issued.
Exchange Policy
Exchanges follow the same guidelines as our Return Policy. Please note that we do not hold items while waiting for a return. If your selected option is out of stock, a refund will be issued to the original form of payment.
In some cases, we may not have the product/size for which you wish to exchange, so we recommend checking the sizing info and placing an order for the correct product/size you want, and then start the return process.
If an order is shipped to you using a freight forwarding service, all return fees will be at the buyers discretion.
Damaged/Incorrect Items
If you receive an item that is damaged, defective, or incorrect please contact us via email. Please have your order number, a picture of the item, and a brief explanation of the damage/defect/or wrong item and we will correct the issue from there.😊
Return & Exchange Process
If the item(s) fit within our return guidelines, you can start the process by clicking here. Be sure to have your order number and email used at the time your order was placed.
You can go through the process online and request a refund/exchange. You can also request multiple returns/exchanges all at once.
Please allow 24-48 business hours for our team to respond to your return request. As soon as your return request is approved, a return shipping label will be sent to your email to send the item(s) back. Once your return is received, we’ll process your refund/exchange as quickly as possible. Please allow 7-14 business days for the credit to be fully processed depending on your financial institution.
For Exchanges, follow the above instructions but include the size you wish to exchange for. Once we receive your return, we will send out your replacement. We recommend you reference sizing information to ensure correct sizing.
If Exchanging for a different item, you will be required to pay any additional cost of the product before we can approve your exchange.
Are any of your items final sale items?
Yes, all items under the Sale tab are final sale items. If you feel that you have received a damaged/defective item, please contact our customer service team via chat or email.
I received a gift! Can I make a return or exchange?
We hope you 100% love with your gift. If you would, however like to make a return or exchange, you will need to know the order number and email to start the process here.
Please note: That all eligible returns will be refunded to store credit. Refunds to a different payment method are not available. We apologize for any inconvenience.
Rewards
How do I earn points?
You can earn points within the 'ways to earn' section on the Rewards panel.
- Signing up for an account
- Social media (Like on Facebook, Follow on Instagram, etc)
-Birthday points when you put your birthday in at sign-up.
-Placing an order
-Writing a product review (once every 30 days)
Can I cancel a reward redemption so I can save my points for a bigger discount?
When you redeem a reward, you are exchanging your points for the reward. You may have accidentally redeemed a reward, or you may want to save your points for a larger discount. In this case, please reach out to customer support so we can refund the points for you. 😀
How do I find previously redeemed rewards?
When you redeem a reward, your points are immediately exchanged for the reward. However, you do not need to use the reward immediately. If you choose not to use the reward, it will be saved in your panel under Your rewards.
To use a previously redeemed reward, log in to your account. Then click Your rewards and select the reward you want to use. Copy and paste the discount code at checkout or click the Apply code button to apply it to the cart immediately.
Can I transfer my points?
Currently, we do not allow point transfers between accounts.
In certain cases, we may be able to help! Email us and we will do our best to assist 😊
Referrals
1. You can refer your friend by sending them your referral URL.
2. When your friend clicks on the URL, they should see a prompt for them to enter their email address. After they enter their email address, the coupon will be sent to them via email.
Get support
- Contact usOur customer service is avaliable Mon- Fri 8 AM- 5PM CT