Order Processing

For placing orders, our business hours are from Monday to Friday, 9 AM - 6 PM (UK time), excluding holidays. Orders are prepared and shipped within 48 hours after their validation.
Orders placed on weekends or holidays will be processed on the next business day.
Orders are prepared at our offices in London:

OTAAKI LTD
Chase Green House, 42 Chase Side, Enfield EN2 6NF, United Kingdom

Delivery Times

Delivery times are provided for informational purposes and may vary independently of our will.

• For deliveries to Overseas Territories : Delivery in 5 to 7 business days.
• For deliveries in Europe : Delivery in 3 to 5 business days.

Delivery Tracking

After your order is validated and prepared, you will receive an email with your parcel number and tracking information.
You can track the status of your parcel from your customer account.

Please feel free to reach out to our customer service team if you have any questions, either via email at contact-uk@otaaki.com or through the contact form on our website.

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Shipping costs will be calculated at the time of order validation.
Otaaki is not responsible for additional taxes and service fees imposed by certain countries. Customers are responsible for any restrictions, duties, taxes, and other fees imposed by the destination country before placing an order. Otaaki will not be responsible for any customs duties, taxes, or fees under any circumstances.

Returns under your right of withdrawal

Our policy lasts for 30 days. If 30 days have passed since you received your parcel, unfortunately, we cannot offer you a refund or exchange.
We cannot be held responsible for delays by the carrier you have selected, nor for any breakage that occurs. Our responsibility ends when your parcel is deposited.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To initiate a return under your right of withdrawal, you must express your intention by sending us an email to the following address : contact-uk@otaaki.com.

Any item that is not in its original condition, is damaged, or has missing parts for reasons not due to our error cannot be refunded. Additionally, items returned more than 30 days after delivery will not be eligible for a refund.

The seller will perform an inspection before accepting any refund.

The seller reserves the right to refuse the refund if the return conditions are not met.

Shipping costs to the seller will be borne by the buyer.

In the case of a partial or full return of your order, the initial shipping costs will not be refunded.

Once we have received and inspected the returned item, we will send you an email to confirm that we have received it. We will also inform you of our decision regarding the approval or rejection of your refund request. If your request is approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 10 business days.

Returns and exchanges for defective items

Outside of your right of withdrawal and only for items covered by this right, we may replace an item only if it is defective or damaged. In case the product is out of stock, we will refund the item.
Please send us an email to contact-uk@otaaki.com, and we will send you a return label to send us the defective item.

Returns in case of non-recovery of your parcel

Return conditions in case your parcel is not collected from the selected pickup point or post office during its holding period.

When the item is delivered to the pickup point by the carrier, it may remain at the pickup point for 1 to 2 weeks. The duration varies depending on the pickup point. It is the buyer's responsibility to be aware of the conditions of their pickup point or to provide a valid phone number and email address during the order to benefit from effective tracking and to be informed of the availability of the parcel at the pickup point and the number of days available for collection.

Once the parcel is received, the seller will contact the buyer to inquire about their preference. The buyer must respond within 72 hours.

• Either they wish to have their parcel re-shipped, and in this case, the shipping costs will be borne by the buyer.
• Or the order can be canceled, and if this option is chosen, the refund will be made after deducting the initial shipping costs paid by the seller.

To return a product, you must send it to the following address :

OTAAKI LTD
Fulham works by Spacemade, Unit 21, Fulham Broadway Centre, Fulham Rd., London SW6 1BW