1. Order Processing
Orders are processed on business days (Monday–Friday, excluding public holidays). Orders placed on weekends or public holidays are processed on the next business day.
Standard processing time is 1–2 business days from payment confirmation. During high-demand periods (product launches, pre-orders, events) processing may take slightly longer.
You will receive an order confirmation email, and a tracking number email as soon as your parcel is handed to the carrier.
2. Domestic Shipping (Italy)
| Service | Carrier | Estimated Delivery | Cost |
|---|---|---|---|
| Standard | GLS | 1–3 business days | €6.90 |
| Free | GLS | 1–3 business days | Free on orders ≥ €69 |
Delivery times are counted from the shipping date, not the order date. GLS provides real-time tracking — a tracking link is sent by email at the time of shipment.
3. European Shipping (EU)
| Zone | Carrier | Estimated Delivery | Cost |
|---|---|---|---|
| EU Countries | FedEx International | 2–3 business days | €12.50 |
All prices include VAT where applicable. No additional customs charges apply for intra-EU shipments.
4. USA Shipping
| Order Value | Carrier | Estimated Delivery | Cost |
|---|---|---|---|
| €0 – €299.99 | FedEx International Connect Plus | 3–5 business days | €35.00 |
| €300 – €499.99 | FedEx International Connect Plus | 3–5 business days | €30.00 |
| €500 – €999.98 | FedEx International Connect Plus | 3–5 business days | €24.90 |
| €999.99 and above | FedEx International Connect Plus | 3–5 business days | Free |
5. United Kingdom Shipping
The UK is a separate customs jurisdiction from the EU since January 1, 2021. UK VAT (20%) and import duties may apply on orders over £135, at the recipient's expense.
| Service | Carrier | Estimated Delivery | Cost |
|---|---|---|---|
| Standard International | FedEx | 4–9 business days | £14.90 |
| Express International | FedEx | 2–6 business days | Free on orders ≥ £500 |
6. International Shipping
| Country/Zone | Carrier | Estimated Delivery | Cost |
|---|---|---|---|
| Switzerland | FedEx Express | 3–5 business days | €14.90 |
| Turkey | FedEx Connect | 3–7 business days | €30.00 |
| Ukraine | FedEx Express | 3–7 business days | €24.90 |
7. Customs Duties & Import Taxes
For shipments outside the EU (including UK, USA, Switzerland, Turkey, etc.), the recipient is solely responsible for all customs duties, import taxes, and clearance fees applicable in the destination country.
Otakura.com is not responsible for delays caused by customs procedures. If a parcel is refused at customs or not collected, return shipping costs and any applicable duties will be charged to the customer and deducted from any refund.
Falsely declaring orders as "gifts" at the customer's request to circumvent customs regulations is not permitted.
8. Liability for Loss or Damage in Transit
In accordance with EU Directive 2011/83/EU and the Italian Consumer Code (D.lgs. 206/2005), the risk of loss or damage to goods remains with Otakura.com until the moment of physical delivery to the customer or a designated person.
If your parcel arrives damaged:
- Accept the delivery with a written reservation noting "damaged parcel" on the carrier's delivery document
- Photograph the parcel and its contents before opening it
- Contact us within 48 hours of delivery at info@otakura.com
We will handle the claim directly with the carrier and find a solution (replacement, refund, or store credit).
9. Failed Delivery
If delivery fails due to reasons attributable to the recipient (incorrect address, repeated absence, failure to collect from the carrier's collection point), the parcel will be returned to Otakura.com. In this case:
- Re-shipping costs are borne by the customer
- Alternatively, the customer may request a refund of the order amount, less the original shipping and return costs
10. Countries We Do Not Ship To
For logistical or regulatory reasons (international sanctions), we do not ship to the following countries or territories:
Russia, Belarus, North Korea, Iran, Cuba, Syria, Sudan, Myanmar, Venezuela, Crimea, Donbas, Afghanistan, Yemen, Somalia, Libya, Zimbabwe, Nicaragua.
This list may change in line with updated international sanctions. If an order is placed for an unserviced country, the order will be cancelled and the customer will receive a full refund.
11. Contact
For any shipping enquiries: info@otakura.com
We aim to respond within 1–2 business days.
Otakura.com is operated by Mangano Design di Andrea Mangano & C. S.A.S. — VAT IT13044310012 — Via Susa 35, 10138 Turin (TO), Italy