Frequently Asked Questions
1) When is payment for an order taken?
Payment is taken within 24-72 hours following the order being placed. (This applies to both in-stock items and pre-orders.)
2) When will a pre-order be shipped?
We aim to deliver pre-orders by day of release (or sooner if possible.)
3) If I place an order for an in-stock item and a pre-order, will they be sent separately or together?
This will be what is known as a split shipment, where the in-stock item will be sent immediately and the pre-order item will be sent once stock is available. (There is no additional shipping cost for this.)
Products are shipped Monday-Friday. If an in-stock product is ordered over a weekend (or during a public holiday) it won't be dispatched until next working day.
4) How much is postage?
Postage via Royal Mail for UK orders are free. Tracked Shipping is also available at extra cost (see Question 12 for details.)
Shipping to Republic of Ireland (R.O.I.) is also free.
4) Do you deliver internationally?
Yes, but there is an extra charge for this. (Additionally shipping via courier with a tracking number is also available at an additional cost.)
5) When will an upcoming title be available to pre-order?
Generally a forthcoming title will be listed on our web shop within a month of the product being released. There exceptions to this rule though.
6) What region coding are your releases?
All our releases are locked to DVD Region 2 and Blu-ray Region B. These are the default region codings for all hardware the UK & Ireland.
7) What language options are there on your releases?
(To date) all of our releases include English language audio and the original Japanese audio with English subtitles though there will be instances in the future where a title of ours may not include English language audio. (Though as a note language options will be listed in each product listing so do please double check before ordering.)
Currently the only titles we have in our catalogue that no have an English language dub, also known as a subtitle-only release, are Samurai Flamenco, Fusé: Memoirs of a Huntress, Miss Hokusai and The Tatami Galaxy are also a subtitle-only release.
8) Where are you based?
We are based in the UK. Glasgow, Scotland specifically.
9) What currency are orders placed in at your web shop?
We can only charge for products in Pounds Sterling (GBP).
(Please note: for international orders we are not responsible for any additional bank charges that are made because of currency conversion.)
10) Will I get a confirmation email of my order being placed?
Yes. This will be sent to the email address of your account with our site or with the email address input during the checkout process. This confirmation will included your order number.
11) How long does shipping take?
Orders for in-stock products are processed and usually dispatched by our fulfilment company within 24-48 hours.
NOTE: Products are shipped Monday-Friday before 1pm. If an in-stock product is ordered after midday on a Friday, over a weekend or during a public holiday it may not be dispatched until next working day at the earliest.
- For UK orders, though we anticipate it to be much quicker, we ask to allow up 7 working days for delivery (from when an order had been noted as fulfilled.)
- For international orders we ask to allow up 30 days for delivery from when your order has been fulfilled (though we anticipate it to arrive quicker than that.)
12) What is Tracked Shipping?
The tracked shipping option allows us to keep track of the status of the delivery, but it does not provide a tracking number for you to be able to keep track of it yourself.
This may seem strange, but this service does allow us to be able to find out what happened to your parcel should something occur during delivery.
13) Is there a way keep track of the status of my order?
Yes, if you log into your account you'll be able to see the status of your orders. (If your order is shipping via courier with a tracking number, we will supply you with a tracking number you can use to monitor the progress of the delivery.)
13) How do I cancel an order?
To cancel an order please send an email to firstname.lastname@example.org including your full name and order number with a request to cancel your order. Please note once a product has shipped cancelling an order is not possible.
NOTE: If more than 30 days has passed since your order was placed payment will be refunded via PayPal. Please include the email address linked to your PayPal account when requesting an order cancellation.
14) How do I change my shipping address on an order I've placed?
To do this please send an email to email@example.com, including your order
number and the address you want updated.
NOTE: This has to be done prior to a product being shipped. Once a product has been shipped the address cannot be updated.
15) If a release date changes, will I get a notification of this?
No. We do not have the facility to provide notifications if/when a change to a release
date occurs. However we encourage you to keep an eye on the Newswire posts at
our blog HERE for updates on titles as we can bring them.
16) I noticed you're exhibiting at an event I'm attending. Can I place an order at AllTheAnime.com and collect it at the event?
No, this is not possible due to data protections laws it's impossible as the staff at
our events differ to our web shop.
17) What is your returns policy?
We are more than happy to exchange a product, providing it meets the following conditions within 30 days of the order being dispatched for shipping -
~ If you receive a product and there is damage to the outside (casing) of it, we are happy to exchange this for a new for copy you, providing it is still sealed and unopened. To arrange for an exchange for this reason please email firstname.lastname@example.org
~ If you receive your order and you discover there is damage inside the product after you have opened it for the first time within 30 days of it being dispatched for shipping, we are happy to exchange this for a new one.
To arrange for an exchange for this reason please email email@example.com
NOTE: When arranging an exchange we ask the customer to send the product back to our offices in Glasgow - address will be supplied when you contact firstname.lastname@example.org
The customer must pay the shipping cost to return the item, but this cost will be refunded in the form of a coupon code for use on our AllTheAnime.com web shop or through PayPal.
*Anime Limited/AllTheAnime.com DOES NOT provide pre-paid shipping labels for any returns.*
Replacement copies will only be shipped when the original product has been received at our offices in Glasgow.
18) I have query about my order / I have a question that's not answered above, who should I contact?
Please send an email to email@example.com for all queries. (If your query is about an order you have placed please include your order number and (should it differ) the name the order was placed under.)
NOTE: Our offices are closed over the weekend. Any queries sent during a weekend may not receive a response until the next working day at the earliest.
Information above last updated 13th January 2017.
(Update(s) on 13th Jan. 2017 were on details regarding returns policy, Question 17, only. All other information correct as of 4th Nov. 2016.)