Returns & Exchanges

RETURNS & EXCHANGES

Return Policy

“OTOME.STORE”  ((IKIGAI Group s.r.o., 51812797, Mickiewiczova 16, 811 07 Bratislava, Slovakia) is dedicated to making the return process beautifully simple for you. If you're not completely satisfied with a product for any reason, we gladly accept authorized returns within 14 days of receipt for most items in new condition (as per our terms and conditions below). 

Please note that our policy only applies to unused and unworn items with all new and original packaging, as well as having original tags attached. We do not accept returns nor issue coupon code or refund on used, or no-tag items. Please also note that the original shipping fee you paid for on your order is non-refundable.

Return Types

Before you make a return request, please refer to the below table to determine which return options are available for the item you wish to return. After understanding your options, you may submit the return request with the guide listed below.

How to Make a Return

You have 14 days from the receipt date to request a return of your ordered items. Return requests past 14 days will be rejected. “OTOME.STORE” also reserves the right to refuse any unreasonable return requests and returns that are not received within a reasonable time frame.

1. Please process your return request via submitting to our hotline, chatbot or sending an email to the address: info@otome.store. Please fill in your order number and the return reason to submit the return request. Please allow 3 – 5 working days for your return to be authorized. If you do not receive an authorization email within 5 business days, please check your spam folder.
2. Our Returns Team will authorize your return, along with providing return instructions. Please package the items to be returned with their original condition, unused, and free of stains with all original tags attached and in their original packaging.
3. You are responsible for the return shipping charges for change of mind return reason. We recommend that you use a service with a tracking number to help us locate the package. If you have a tracking number for the package, please let us know by responding to our Returns Team. We will not reimburse the cost for Courier or Express Mail Services.
4. Returns must be packed and shipped within 7days after our Returns Team authorizes the return. If you do not ship your return package within this time frame and provide us the tracking number, we will regard your return request as canceled.  Once the package has been returned to us, we will inspect it and send either the money for the returned item back to your account or the requested new item as soon as possible.

 Return of Defective or Wrong Items

“OTOME.STORE” will be responsible for return shipping costs if the claim is confirmed to be valid, and if the damaged or wrong items are returned. 

Return items must be in original condition, unused,and free of stains with all original tags attached and in their original packaging. Returns should be packed and shipped within 7 business days upon receipt of return authorization date.

 Disclaimer

For return requests regarding color defects, please note that the colors can vary depending on the lighting during the photoshooting or on the settings of your screen. Only obvious color differences will be accepted as an authorized return request and will be left to our Returns Team to determine. 

Return of Change of Mind

You will be responsible for the return shipping charges for change of mind return reason. We recommend you use a service with a tracking number to help us locate the package. 

Return items must be in original condition, unused with all original tags attached and in their original packaging. Returns should be packed and shipped within 7 business days upon receipt of return authorization date.

 Terms and Conditions

1.  All returns must be sent back to our designated return center; unauthorized returns may be refused or disregarded.
2. Return items must be in original condition, unused, with all original tags attached and in their original packaging. Incomplete returns may be refused or disregarded.
3. We do not offer refunds or returns in cases involving allergic reactions or adverse skin conditions due to products that we sell.
4. “OTOME.STORE” is not responsible for items lost during return shipping. 
5. To prevent any delays in handling returns, your name, order number and return authorization number must be indicated on or inside the return parcel.
6. Coupon discounts and shipping fees from the original shipment to the customer are not refundable.
7. “OTOME.STORE” reserves the right to refuse returns, cancel orders, or terminate accounts suspected from excessive returns, return fraud, or wardrobing.
8. “OTOME.STORE” reserves the right to refuse unreasonable return requests. 
9. “OTOME.STORE” reserves the right to change our return policies and/or reject any exchange requests for any reason without prior notice. Should there be any dispute, “OTOME.STORE”'s decision will be final.

All legal disputes related to card processing are resolved  according Slovak law.

IKIGAI Group s.r.o., 51812797, Mickiewiczova 16, 811 07 Bratislava, Slovakia