Next Convention SMASH2024 20-21
How can we help?

FAQ

Please contact us for any enquiry

General

When Are You Opening A Physical Store In Sydney?

Interesting question! We have big plans in store, but when and where we'll be opening our physical location is still under wraps. Stay tuned, as exciting things are on the horizon!

Who Are We?

We are an online retailer specialising in official anime merchandise and is a reseller of official Genshin Impact merchandise with no official affiliation to MiHoYo, HoYoVerse or Genshin Impact.

Are Your Products Authentic?

Isekai Gacha offers 100% authentic Japanese anime merchandise, sourced directly from Japan. Our Genshin Impact products are obtained from the official Flagship Store in China. Each item is hand-selected and checked for quality to ensure the best shopping experience for our customers.

Why Do We do Pre-ordering For Genshin Merch?

All Genshin Impact Merchandise are listed as pre-order as we operate as a middle man. When we receive your order we will purchase from Genshin Impact's Flagship Store for you, taking care of everything in between, offering you with a hassle-free service. At the same time, it is possible to earn Isekai Points in exchange for exclusive discounts to be used in future purchases!

For our selection of Limited Edition items, such as the Genshin Impact x Sweets Paradise (Japan Only), there will only be a very limited amount of stock so make sure to snatch them up quickly. 

How Do I Access My Order?

You can access your order information by logging into your account on our website. Once you have logged in, you can view your order history, track the delivery of your items, and make any necessary changes to your order. If you need further assistance, please don't hesitate to contact us and we will be happy to help.

What if I puchased pre-order and instock items at the same time?

If you purchase both a pre-order item and an in-stock item at the same time, your order will be shipped once the pre-order item becomes available. If you have any questions or special requests regarding the shipment of your order, please don't hesitate to reach out to us. We'd be happy to help.

Payments

What Payment Methods Do You Accept?

We accept a wide range of payment methods including credit cards, PayPal, and bank transfers.

How Secure Is My Personal And Payment Information On Your Site?

We take security very seriously and use the latest encryption technologies to protect your personal and payment information.

Do You Offer Layaway Or Financing Options?

Currently we don't offer layaway or fiancing options. Please contact us for more information.

Pre-Order

What Is Pre-order?

We offer two types of pre-order options:

1. Out-of-stock items can be pre-ordered to secure your purchase once the item becomes available.

2. Pre-release items can be pre-ordered to receive them on the day of release. Release dates are listed in the product description.

By pre-ordering, we guarantee to ship your item promptly as soon as it arrives in our warehouse.

Why Are Items On Pre-Order And Not Just Listed When They Arrive?

Preordering products is a smart move for several reasons. 

1. It guarantees you will receive the product as soon as it becomes available, ensuring you get your hands on it before it sells out.

2. It shows the manufacturer that there is a high demand for the product, potentially leading to more frequent releases in the future. 

3. Preordering often comes with exclusive bonuses, such as limited edition packaging or early access to related content.

4. Preordering also supports the creators and helps them fund the production and marketing of their product, and by preordering, you are contributing to the success of the product, your local business, and the industry as a whole.

5. By preordering, you are supporting us to source our products more efficiently, leading to lower shipping & product costs in the future.

Take advantage of the benefits of preordering by placing your order today. Secure your spot and be one of the first to receive the product when it becomes available.

How Does Pre-order Work?

For all preorders, full payment including shipping costs is required upfront. There will be no additional charges later on. You simply have to wait until the item arrives at your doorstep.

Why is full payment required upfront for a pre-order?

By making a full payment in advance for your pre-order, you not only secure your place in line for the latest and greatest product, but also show your commitment to receiving it as soon as it becomes available.

How Will Pre-order Affect Shipment Time?

1. Out-of-stock pre-order: Once your order is received, we will provide you with an estimated shipment time.


2. Pre-release pre-order: The release date will be listed in the product description. After release, please allow 1-2 additional weeks for delivery.

Shipping

What Is The Estimated Shipping Time For In-stock And Pre-order Items?

Our shipping time for in-stock items within Australia is 2-9 days and for international orders, it's 1-2 weeks.

For pre-order items, it will also take 2-9 days for delivery within Australia and 1-2 weeks for international orders, once the item has arrived at our warehouse.

How Will My Items Be Packed?

Your packages will be packed safely and securely with bubble wraps or Styrofoam.

If you have additional requirement for packaging please contact us. 

Note*Additional charges might apply to extra packaging request.

What shipment options are available for my order?

Currently we only provide AusPost shipment.

Standard shipment options:

1. Australia Post

Express shipment options:

1. Express Australia Post

Please let us know which shipment method you prefer when placing your order.

How Do I Track My Package?

Once we process your order, we will send you an email with your tracking number. You can track your package using our tracking system or directly with the shipping company. You can also check your order in your account for updates on its delivery status.

Policy

What Is Your Return/Refund Policy?

Unfortunately, we do not accept returns or refunds on any of our products. We advise customers to carefully review product descriptions and to contact us with any questions or concerns prior to making a purchase.

Can I Cancel An Order?

If you need to cancel an order, please contact us as soon as possible. We will do our best to accommodate your request, but please note that once an order has been placed for pre-order, it cannot be cancelled.

What If I Recieved A Damaged Item?

If you receive a damaged item, please contact us immediately. We will work with you to resolve the issue as quickly as possible, which may include a replacement or a refund in exceptional circumstances.

How Do I Change My Shipping Address After My Order Is Shipped?

If you need to change your shipping address, please contact us as soon as possible. We will do our best to accommodate your request, but please note that once an order has been shipped, the shipping address cannot be changed.

How Do I Report A security Or Privacy Concern?

If you have a concern about the security or privacy of your personal information, please contact us immediately. We take these matters very seriously and will work with you to resolve any issues as quickly as possible.