CUSTOMER CARE FAQ
Below are the questions and answers to frequently asked questions.
If you don't see your question below, please contact email@example.com
ORDERS AND DELIVERY
1. How to place an order at OTTHIE.com?
To place an order, click the "add to cart" button, then you will be redirected to the page where you will see the product that has previously been added to the cart. If you want to buy other products from our store, return to the store and do the same as above. If you want to go to payment, click on the "basket" in the upper right corner of the page, you will be redirected to the page that contains all the products you have selected. If everything is correct and you want to choose the payment and delivery method, click "order". A page will open where you can choose the courier and the method of payment. To complete the form correctly, you must complete the following data: country, zip code, e-mail, choose the method of delivery and payment method. After selecting all the previously provided information, you will be asked to complete the address details. If you have a rebate code, be sure to enter it in a specially designated place before proceeding to payment, because the rebate will be automatically added to the order amount. In order to make a payment, click "order and pay". You will then be redirected to your bank's online banking website where you can make a payment. After paying for the order, you will be redirected to our store's website, where we will thank you for placing the order.
2. To which countries can I order?
Europe, The UK, The USA, Australia, also you can order any destination you prefer but to make the order please to contact us to make sure about the cost of shipping and the time of delivery.
Orders are processed by the DHL EXPRESS carrier.
3. How long is the waiting time for the shipment?
The order will be processed after the payment is credited to the account.
The order is usually processed within 2-3 business days.
For DHL EXPRESS courier.
Europe 1-2 business days
United Kingdom 1-2 business days
USA 1-3 business days
Australia 1-3 business days
Other countries not listed 3-5 business days
4. How much is shipping?
The rate will depend on the country of destination.
5. Can I pick up my order in person?
Unfortunately not, because we only sell online.
6. How can I pay for my order?
Payment is possible by making a transfer to the seller's account directly from the online store's panel thanks to the application that allows immediate redirection to the website of the relevant bank. It is not possible to pay upon receipt of the order.
7. Is it possible to change the method of payment?
Currently, after placing an order, it is not possible to change the payment method. If necessary, please place a new order and contact our customer service department immediately (firstname.lastname@example.org) so that we can cancel the previous order.
8. I have a problem with making a deposit
In case of problems, contact the Customer Service Office (email@example.com).
9. I would like to ask about the details of the product on the website?
If the website does not include the size or color of the product you are interested in, or the description is missing other information, please contact the Customer Service Office (firstname.lastname@example.org), attaching the appropriate link to the product and a detailed question. We will answer your question as soon as possible.
10. The product I am interested in is no longer available.
Inventory and website are updated on a regular basis, if the product you are interested in is not available, please contact the Customer Service Office (email@example.com). We also encourage you to follow our website and subscribe to the newsletter, thanks to which you will be well informed about new products and current promotions.
11. Is it possible to adjust the product to my dimensions?
Unfortunately, this is not possible.
The exception is individual, made-to-measure orders. In this case, the order is personalized to the customer's dimensions.
12. Is it possible to sew clothes on request, other than those available on the website?
For individual orders, please contact us at firstname.lastname@example.org.
13. Can I see / try on the product before buying it?
We invite you to check the offer of our partner boutiques or visit events / meetings with clients that are organized. Information about events, shows, organized meetings is sent by our newsletter.
14. How can I get a discount code?
In this case, we encourage you to follow us on Facebook and Instagram, but also to subscribe to the newsletter to be up to date with our promotions and discount codes.
15. The rebate code I received does not work.
Make sure that you enter the code you have correctly and that it does not contain errors or additional characters. Additionally, check its expiry date. If you are sure that the code entered by you is corrected and its expiry date has not expired, please contact our Customer Service Office (email@example.com).
16. I have not received a discount code after subscribing to the newsletter.
Make sure you have entered the correct e-mail address in the right place, i.e. the pop-up window at the entrance to the website or at the bottom of the page.
If the code has not been sent automatically, please contact firstname.lastname@example.org
17. How to use a discount code?
The rebate code (within its validity period) should be entered in the field provided for this when placing the order. The discount will be calculated automatically.
RETURN OF THE ORDER
18. How can I return my order?
In the event of a return, you should contact the Customer Service Office (email@example.com) within 14 days of receiving the product and return the package with the attached return form (here) to the address provided in the regulations at your own expense.
19. How long will it take to return my order?
From the moment the Service Provider receives the returned item, the Service Provider will respond to the Customer's complaint within 14 working days and notify the Customer via e-mail or telephone about the further procedure.
20. When will I get a refund on my account?
If the return is approved, the Service Provider has 14 working days from receiving the returned goods to return the funds to the account.
REPLACEMENT OF THE ORDER
21. Can I exchange a purchased product?
It is possible to replace the product only with a different size or color if it is in stock and was not manufactured as a single model or made to order.
22. Can I exchange the purchased product for another?
Currently, it is not possible to replace the purchased product with another one. It is only possible to exchange for a different color or size.