Questions, answered.

Kawaii and Deco are at 15 The Royal Arcade, Norwich, NR2 1NQ. Kakkoii is at 8 Davey Place, Norwich, NR2 1PQ. The two shops are only a very short walk from one another.

Both shops are usually open from 10am to 5pm Monday to Saturday, and 10am to 4pm on Sunday. Seasonal changes will be shown on Google and our social channels.

Yes, both shops are wheelchair accessible. oshoppu is disabled-owned, so accessibility is something we work hard at and we know it can mean different things to different people. If there is anything we can do to make your visit easier, please ask. We will always help where we can.

Dogs are usually welcome, but please check with the team before entering as this can depend on who is working that day. Assistance dogs are always welcome.

Yes. Click and collect orders are collected from our Royal Arcade shop at 15 The Royal Arcade. We usually prepare them the same or next working day during our packing hours of 10am to 3pm, Monday to Friday. Please wait for the email confirming that your order is ready before travelling.

There is no time limit for collection once your order is ready.

Usually, provided we have not started packing it. Email help@oshoppu.com as soon as possible with your order number and the change you need. Once an order has been packed or dispatched, we cannot cancel it or change its address.

The catalogue is shared, but the stock is not. Our website, Kawaii and Kakkoii are separate locations, so an item showing online is not necessarily available in both shops.

We can reserve most items in a shop for up to 48 hours. Pokémon TCG products are excluded. Please contact the relevant shop and the team will let you know what is possible.

Most orders are dispatched within 2 to 3 working days. We often manage next-day dispatch, but the longer estimate gives us a little wriggle room during busy periods. Our normal packing hours are 10am to 3pm, Monday to Friday.

Every order is packed by the oshoppu team in Norfolk. We do not ask suppliers to send orders on our behalf.

Yes, we deliver to selected countries including the United States, Canada, Australia and New Zealand. The available destinations and prices are shown when you select your country on the website and at checkout.

Unfortunately, we cannot currently deliver to any European country. New product-safety legislation has made this too difficult for a small business to manage properly. We would like to begin shipping to Europe again in the future.

No. When you shop in US dollars, duties are included in the product price. This adds around 10% to the cost, but the price shown while shopping is accurate and there should be no surprise customs bill when your parcel arrives.

We almost always charge when the item is ready to dispatch. We will email you 24 hours before taking payment. For higher-priced items, usually scale figures costing around £150 or more, we may ask for a 10% deposit when you reserve them. Any different payment arrangement will be made clear on the product page.

We do everything we can to fulfil pre-orders, but supplier allocations can occasionally be smaller than requested. If we cannot supply your item, you will not be charged. Any deposit already paid will be refunded.

Please place pre-orders separately from anything you would like immediately. If an order contains both available and pre-order items, we will hold the entire order until everything has arrived. We cannot guarantee that we will be able to split it afterwards.

You can request a return within 30 days of receiving your order through the website or by emailing help@oshoppu.com. Items must be unused, with their original tags and packaging.

We will send you a Royal Mail Tracked 48 return label. Please print it and take the parcel to a Post Office. The £3.95 return-postage cost will be deducted from your refund.

Yes, online purchases can be returned to either of our Norwich shops. Please bring your order details with you.

Blind boxes, figures and other sealed products must be unopened where their original packaging is required. Beauty products cannot be returned once opened. Sale items and gift cards cannot be returned. Your statutory rights are not affected.

Email help@oshoppu.com with your order number, a description of the problem, and clear photographs of both the item and its packaging. This helps us understand what happened and put it right as quickly as possible.

We are always happy to take requests and we will try where we can. We receive a large amount of new stock and update the website frequently, so it is worth keeping an eye on New In as well.

Sometimes. Restocks depend on what is available from our suppliers, and Japanese production tends to be limited. If something needs a new production run, the wait can be quite long.

Use the Notify Me option on the product page and we will email you if it returns.

Yes. All of our character products are officially licensed and sourced through established suppliers. Many are Japanese imports that are not usually available through UK distribution.

Gift cards can be used online and in either of our Norwich shops.