Frequently Asked Questions

If you do not find the answer to your question, please contact us and we will be happy to answer you!

Orders and Shipping

How long will it take for my order to arrive?

All orders are shipped out 5-7* business days after order is placed. You can expect to receive your item(s) within 5-7 business days after shipment if you're located within the United States. All international orders can expect to wait 4-8 weeks.

*This does not apply to preorders. Please read the following regarding order containing Preorder items:

Preorder Items:

Any orders containing preorder items will not be shipped until all items in the order come into stock (unless the items, due to their size, must be shipped in separate packages). If you wish to receive your non-preorder items sooner, please place two separate orders. Refunds will not be processed for preorder items.

For a proper estimate of when your preorder item(s) will arrive, please check each individual listing description, as it will contain the timeline of arrival.

What payment methods do you accept?

At this time, we accept payment via Credit Card, Debit Card & Paypal. All payments will be handled by our logistics partner so please expect billing from Kisaka Toriama Art when paying by Credit Card and PayPal.

Do you handle customs & importing fees?

If you're located outside of the US, your order may be subject to import/customs taxes/duties. We are unable to calculate them for you in advance and you will be responsible for paying them upon arrival of your items.

For more information regarding your country’s customs policies, please contact your local customs office.

Do you ship internationally?

Yes! We can send to most major countries! However, there are some restrictions regarding shipping to the UK. Please review the tab below for more information!

UK Shipping restrictions

Due to the UK enacting new laws in 2021 about how custom taxes are collected, V-Oshi is unable to process any orders to the UK via it's main website.

Instead, we can offer to fulfill items via custom orders on our Etsy storefront. If you wish to place an order and you are located within the UK, please send an email to support@v-oshi.com and list the items and quantities you wish to purchase and we will be happy to set it up for you. Please remember that goods and services shipped to the UK will incur a VAT fee of 20% of the product price (not including shipping fees).  Esty will automatically collect this 20% VAT fee at the time of sale. Please factor this in if you're on a budget!

If your order is valued at over £135, then Etsy will not collect the VAT fee in advance and you will be responsible for paying it upon receiving your item(s).

Return Policy / Cancellations / Exchanges

What's your return policy?

Currently we are unable to accept returns unless you received damaged product. If you received a faulty or damaged product please contact us at support@v-oshi.com with photos of the damaged product and the packaging so we can resolve any issues.

Can I make changes to or cancel my order?

If you need to make any changes or cancel your order, please contact us at support@v-oshi.com as soon as possible so we can accommodate you. If the item was already shipped or is a PREORDER item, it may not be possible.

Do you do exchanges?

We do not accept exchanges at this time.

What if I have a problem with my order?

You can contact us at any time and we will help resolve the issue with you!

Please send us an email at support@v-oshi.com for any issues regarding your order!

The surface of my keychain/standee looks scratched!

Most of our keychains/standees come with a protective clear film on both sides. If you are unboxing your item for the first time and it appears to have a scratch on it, chances are that the scratch is on the film and all you need to do is remove it to reveal the smooth and vibrant surface of your item!

Other

Who manages V-Oshi?

Kisaka Toriama is the creator and manager of V-Oshi and handles all contact, distribution, customer service etc. If you have a question regarding V-Oshi that is not answered in the "About Us" section in the footer, please direct it to the official email (contact@v-oshi.com) and not Kisaka's business email.

I'm a Vtuber/Creator and am interested in hosting my merch on V-Oshi! How can I join?

We are always looking to collaborate with more people! If you think our vision matches yours, we'd love to work with you! Please contact us via email (contact@v-oshi.com) with information regarding what kind of merchandise you're looking to get made and we'll be happy to get back to you with an information packet!

We may be unable to work with everyone who is interested, but please don't let that dissuade you from reaching out!

Who is the artist in the banner bar?

BoutanTouki 牡丹燈鬼 is the illustrator for the front page banner of V-Oshi's website! It features Kisaka and SaikoBaby!

Find more of their artwork here: https://twitter.com/botantouki

Does V-Oshi accept the usage of ai art?

Absolutely not. V-Oshi believes in supporting artists of all shapes and sizes and under no circumstances will accept the usage of AI artwork for any merchandise. All of our Vtubers and Artists are organic and home grown!

What is the clear film on my keychain/standees?

There is a clear film that is present on both sides of most of our acrylic keychains and standees! It is there to protect the item against damage during travel and display. Please remove them to improve the appearance of your item by revealing its bright vibrant colors!

You can remove most film easily by using your finger nail and pressing it against a corner of the stand/keychain until the film corner comes up. Alternatively, you can carefully use a pair of tweezers to grab the corner to raise the film. Please note that this could potentially cause damage to the item's surface and we are unable to replace or return any items damaged in this way.

We are pet friendly!

Please note that our fulfillment is done in the presence of household cats. Our items are stored away from such animals but consider giving your washable items a quick rinse if you suffer from severe allergies.