Frequently Asked Questions
Please note that due to COVID-19 and driver shortages causing additional pressure on couriers and postal services, we also ask that additional time is allowed for the shipping and delivery of all orders at this time.
This page is split into two sections
1) Frequently Asked Questions relating to ordering/orders placed at AllTheAnime.com
and 2) Frequently Asked Questions about specific titles we release/distribute.
Frequently Asked Questions relating to ordering/orders placed at AllTheAnime.com
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?
Typically we aim to ship all pre-orders in time for week of release, but is entirely dependent on availability of stock and allocation of stock.
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 / holiday period) it won't be dispatched until next working day at the earliest.
Please note that splitting orders in this way is currently a manual process at our fulfilment centre, and so may cause delays to shipping of in-stock items.
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, our store delivers to many international locations, but there is an extra charge for this.
IMPORTANT UPDATE FOR INTERNATIONAL CUSTOMERS FROM 26/01/2021: For all non-UK orders placed on our store, UK VAT will be removed from your order at checkout. Any local import taxes and administrative fees to process these taxes for your country will be charged by the courier shipping your order upon arrival.
It is the customer's responsibility to pay any local taxes and fees to receive their item - Anime Limited are not responsible for any additional charges, and goods which cannot be delivered due to a refusal to pay these taxes will be destroyed and non-refundable.
5) When will an upcoming title be available to pre-order?
Generally a forthcoming title will be listed on our web shop within 1 month of the product being released. There are 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 in the UK & Ireland.
7) What language options are there on your releases?
The majority of our releases include English language audio and the original Japanese audio with English subtitles, though there are instances in where a title of ours may not include English language audio.
NOTE: Language options are listed in each product listing on this website. So do please double check before ordering.
Currently the titles we have in our catalogue that do not have an English language audio option, also known as a subtitle-only release, are:
- The Anthem of the Heart
- Attack on Titan: The Roar of Awakening
- Belladonna of Sadness
- Calamity of a Zombie Girl
- The Case of Hana & Alice
- The Code Geass 10th Anniversary films Initiation, Transgression and Glorification
- Fusé: Memoirs of a Huntress
- Genius Party/Genius Party Beyond
- Junjo Romantica
- Lupin the 3rd: Part IV (Ltd Collector's Ed. Blu-ray version)
- Miss Hokusai
- Mobile Suit Gundam Movie Trilogy
- Mobile Suit Gundam ZZ,
- Momotaro: Sacred Sailors
- Night is Short, Walk on Girl
- all four of the Persona 3 movies
- Persona 5: The Day Breakers OVA
- Pigtails and Other Short Stories from Production I.G
- Plastic Memories
- Princess Arete
- Samurai Flamenco
- Silver Spoon
- Sound! Euphonium
- The Tatami Galaxy
- Tokyo Ghoul OVAs "Jack" & "Pinto"
- Tokyo Marble Chocolate
- Turn A Gundam
- Welcome to the Ballroom
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 include 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 (working days only). However, we do ask for 5 working days to be allowed for fulfilment for in stock items.
During sale periods, we ask that additional time is allowed for shipment of items due to the volume of orders received - in stock items will be shipped as soon as possible during the time, but your patience is appreciated.
NOTE #2: 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) 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 shop.uk@alltheanime.
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 shop.uk@alltheanime.
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 our dedicated Release Schedule page HERE.
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 shop.uk@alltheanime.
~ 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 shop.uk@alltheanime.
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 shop.uk@alltheanime.
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 shop.uk@alltheanime.
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.
Frequently Asked Questions about specific titles we release/distribute
19) You've released a Ltd Collector's Edition set of [Insert title] will there be a standard edition version?
When we release a Ltd Collector's Edition set (be a Blu-ray only or Blu-ray+DVD set), there will be a standard DVD version available at the same time or shortly thereafter - though there can be exceptions to that. For example, there are some titles that we can only release on Blu-ray.
A standard edition Blu-ray release will follow in the future, but it may be a long time before it can be released. This can happen for a number of reasons, it varies from title to title, but as an example it could be that this was part of the terms of licensing a title.
One case in point was our releases of the series Kill la Kill. Because we released the Ltd Collector's Edition sets, it meant we could bring it to the UK much sooner than waiting for a standard Blu-ray and/or DVD release; which ultimately we were only able to do a few years after the Collector's Edition sets were released.
20) Any news on your release of [insert title]?
All future releases are subject to approvals and being signed off before they can be produced. Sometimes this can take far longer than anyone could anticipate. So it is our policy not discuss specific potential plans for a title until everything has been signed off.
We appreciate it's not ideal for everyone, but the last thing we want to do is announce details of a title prior to it being signed off, only to find our we can't deliver on what was announced.
Information above last updated 10th December 2021.
-- Update on 10th December for sale period shipping information
-- Update on 26th January to non-UK order shipping information
-- Update(s) on 12th November to question 7.
-- Update(s) on 31st July 2018 to question 11.
-- Update(s) on 8th June 2018 to question 7, added question 22.
- Update(s) on 27th Nov. updated info on question 11 - added information on merchandise shipping.
- Update(s) on 13th Nov. updated info on question 2.
- Update(s) on 21st Sept. were updating contact email address for all queries to shop.uk@alltheanime.
- Update(s) on 20th Sept. were updating info on questions 2, 7 & 15.
- Update(s) on 1st July 2017 were adding the new section 2 and subsequent questions. All other information correct as of 4th Nov. 2016.)