FAQs - Frequently Asked Questions

Products and Pre-Orders

Does the pre-sale date coincide with the actual delivery?

No, the date reported is the date of release by the manufacturer. Delivery may vary due to factors beyond our control. However, we try to ship as quickly as possible.

Is it possible to receive a pre-sale item before the release date?

No. Vendor agreements prevent shipping before the official release date.

How can I purchase an unavailable product?

If the product is due for a restock, please use the "Notify me when available" option. If the product is missing from the site, you can send a request to customerservice@otakura.com

Are there any offers or discounts on the products?

In addition to permanent discounts, every Friday we activate Weekly Offers on various products.

Payments and Invoicing

Can I change my payment method after placing my order?

No, once the order is confirmed, the payment method cannot be changed.

What should I do if my payment has been rejected?

If your payment is declined, we recommend that you check your card details or contact your bank directly.

Is there a minimum amount to place an order?

No, we do not have a minimum amount for orders, but for free shipping the order must be over €69.00.

Can I use more than one gift card or promotional code for a single order?

No, only one promotional code or gift card can be used per order.

Returns and Shipping

What happens if I receive a damaged or incorrect item?

If you receive a damaged or incorrect item, please contact us immediately at customerservice@otakura.com to initiate a return or replacement process.

What is the return and refund policy?

We offer a 30 day return policy. For details, see our shipping and returns page.