Frequently asked questions
Welcome to OTAHSÉ Customer Care.
If you have any questions or concerns, you can find out more about our policies and FAQs below. For further assistance, our team will be more than happy to help. Do not hesitate to contact us via our Contact us Page.
Do you accept returns or exchanges?
Please see our Return Policy page for full details on returns and exchanges.
Can I edit my shipping address?
Adjustments cannot be made once an order has been placed. Any orders that require address changes will be cancelled and must be resubmitted.
We strongly recommend double-checking your shipping details before completing your purchase.
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.
"Rates from 0–36% APR. Payment options through Affirm are subject to an eligibility check and are provided by these lending partners: affirm.com/lenders. Options depend on your purchase amount, and a down payment may be required. CA residents: Loans by Affirm Loan Services, LLC are made or arranged pursuant to a California Financing Law license. For licenses and disclosures, see affirm.com/licenses. For example, a $800 purchase could be split into 12 monthly payments of $72.21 at 15% APR.”
When will I get my order?
Each product page includes an estimated production and shipping timeframe to help you understand when your order is expected to be dispatched. These timelines are provided as estimates only and should not be considered guaranteed delivery dates.
As many of our products are produced in small batches and involve hand-finishing processes, occasional delays may occur due to production schedules, material availability, or other unforeseen circumstances. If this happens, we will do our best to keep you informed of any significant changes to your order timeline.
What if I receive a damaged item?
Every order is carefully packed by hand to help ensure it arrives in excellent condition. If your order is damaged during transit, please contact us within 48 hours of the package being marked as delivered.
To help us review your claim, please include clear photos of:
- The shipping box (outer packaging)
- The internal packaging materials
- The damaged product
- Any visible damage to the packaging, such as dents, punctures, crushing, or tears
Please note that it is the responsibility of the buyer or recipient to inspect the package within this 48-hour period, including orders purchased as gifts. Damage claims submitted after this timeframe cannot be accepted.
Once reviewed, we may offer a replacement, repair, store credit, or refund, depending on the nature of the damage and product availability. For additional information, please refer to our Return Policy.
Can I cancel my order?
Orders may be cancelled within 1 hour of purchase. After production or packing begins, cancellations are no longer possible.
How much does shipping cost?
Shipping varies depending on the destination. The rate is calculated at checkout once you enter your address.
Are taxes and duties included?
All US orders will arrive with duties paid. Otahsé Studio unfortunately does not cover duties + taxes in all other countries.
Do you provide worldwide shipping?
We ship to customers worldwide. International orders may require additional transit time, as packages must pass through customs and local import processes before delivery.
Please note that any customs duties, import taxes, VAT, or other fees imposed by your country are the responsibility of the customer. These charges are not included in our product or shipping prices. We recommend checking your country's import regulations and potential fees before placing an order.
Shipping rates for international orders are calculated automatically at checkout based on the destination and selected shipping method.
What Is your chargeback policy?
For information regarding payment disputes and chargebacks, please refer to our Chargeback Policy.