Otaku Help Desk
FREQUENTLY ASKED QUESTIONS
Everything you need to know about deliveries, payment methods, Ntinda local pick-up, and custom orders.
Orders & Custom Prints
How do I place a custom order or custom print request?
You can submit a custom order request through our Contact Form under the "Custom Order / Custom Print" subject, or simply WhatsApp us directly with your images, high-res posters, or design files!
What sizes are available for apparel?
Our standard size guide ranges from S to XXL for most hoodies, t-shirts, and sweaters. If you require oversized fittings, customized lengths, or specific dimensions, you can WhatsApp us immediately after checkout and we will configure your gear accordingly.
Shipping & Store Pick-up
Can I pick up my order directly from the store?
Yes, absolutely! You can choose the **Pay In-Store** option during checkout and collect your order. Our physical location is: Reed Complex, Ntinda - Old Kiira Road, Shop C-08, Kampala, Uganda. We are open Monday to Saturday from 9:00 AM to 7:00 PM.
How long does shipping take and how much does it cost?
We deliver Kampala-wide. Ntinda and nearby locations standard deliveries are usually completed within 24 hours. Other regions around Kampala take 1 to 2 business days. Delivery rates vary from UGX 5,000 to UGX 15,000 depending on your exact address.
Payments & Security
What payment options do you support?
We support three secure channels:
1. 📱 Mobile Money: Pay directly to MTN MoMo number 0703 765398 (Kaizoku Realm) and share your transaction confirm on WhatsApp.
2. 💵 Cash on Delivery: Pay our dispatch rider directly upon receiving your order.
3. 🏪 Pay In-Store: Cash or Mobile Money transfers at our Ntinda branch.
1. 📱 Mobile Money: Pay directly to MTN MoMo number 0703 765398 (Kaizoku Realm) and share your transaction confirm on WhatsApp.
2. 💵 Cash on Delivery: Pay our dispatch rider directly upon receiving your order.
3. 🏪 Pay In-Store: Cash or Mobile Money transfers at our Ntinda branch.
Do you confirm orders via WhatsApp?
Yes, we confirm every single web order. Once you place an order on our site, our customer care crew will send a text notification to your phone or WhatsApp within 1–2 hours to finalize details and schedule your dispatch.
Returns & Exchanges
What is your returns/exchange policy?
We allow returns or exchanges within 7 days of purchase for unworn apparel items and unopened/undamaged collectibles. Please note that **custom prints or custom-designed orders** are final sale and cannot be returned unless they arrive defective.
STILL HAVE QUESTIONS?
Send us a message directly and our crew will get back to you!