FAQ
Shipping & Delivery
Which countries do you offer delivery to?
We currently ship to the United States and Mexico. We're working on expanding to more countries soon.
Please note: Fragrance products are only available for delivery within the U.S. International orders include our decor pieces and collector items.
Will I have to pay customs or import fees if I’m ordering from outside the U.S.?
Yes. The exact cost will be calculated at checkout based on your shipping destination.
Are there any shipping fees?
Shipping fees vary by location and order size. The exact cost will be calculated at checkout.
I entered the wrong shipping address. What can I do?
Please contact us within 5 days. We’ll do our best to update your shipping address before your order is processed.
Orders & Payments
Can I pay for your products in installments?
Yes, for added flexibility, we offer payment plans through Affirm.These options allow you to split your purchase into manageable installments and pay at your convenience.
Payment options through Affirm are subject to an eligibility check and are provided by Affirm’s lending partners. Options depend on your purchase amount, and a down payment may be required. See Affirm Disclosures for details.
Will I receive confirmation after placing my order?
Yes, a confirmation email will be sent to you shortly after your order is completed.
How can I track my order?
As soon as your package ships, we’ll email you a tracking number that you can use to follow your delivery. Track here.
For handcrafted pieces like the Gomu Fragrance and Gear 5 Edition, you’ll also receive personalized email updates from support@otahse.com throughout the production process—so you’ll always know what stage your order is in.
How can I know my order status?
Each product on our website follows its own production timeline and shipping period. You can find specific details in the Product Description section on the product page.For handcrafted pieces like the Gomu Fragrance and Gear 5 Edition, you’ll also receive personalized email updates from support@otahse.com throughout the production process—so you’ll always know what stage your order is in.
Returns, Refunds & Policies
Can I cancel or change my order after it's placed?
For all orders, you may cancel your order within 24 hours of placing it. After 24 hours, we do not allow changes or cancellations.
Please click Contact Us, fill out the form, and let us know what you'd like to cancel or change.
What is your return policy?
First, you must inform us through our Contact Us form within 24 hours of receiving the order. Returns are only accepted if the item is unopened and in its original condition.
Once we approve the return based on product photos, you’ll need to ship the item back within 14 days at your own expense. If the item is returned opened or damaged, we reserve the right to send it back to you at your cost.
Returns without prior approval will not be accepted.
For questions or assistance, please reach out via our Contact Us form.
What should I do if my order arrives damaged?
Please reach out to our support team as within 48 hours. You’ll also find helpful instructions here to guide you through the next steps.
When will I receive a refund or replacement if my order arrives damaged?
Once your request is reviewed and approved, we’ll begin processing your refund or replacement.This will be issued within 10 days of confirming the damage.
Returns, Refunds & Policies
Do you have a loyalty or rewards program?
A reward program is not yet in place, but it’s part of what’s to come.For now, we invite you to become part of our community here, where you'll receive early access to future releases, exclusive offerings, and first word when our loyalty circle opens.
How can I get early access to new drops?
You can join us here and unlock early access to exclusive releases, updates, and surprises.
