FAQ

ORDERING & PAYMENT

How long does it take for customer service to respond?
You can expect a response typically within 1-2 days

I ordered the wrong items. Can I cancel or change my order after it has been placed?
You can send us a e-mail at oshakawa.info@gmail.com or fill out the form on the Contact Us page to make changes to your order. Unfortunately, if your order has already been fulfilled, we are unable to make any modifications to your order as it's already on its way to you.

Who is responsible for international taxes and duties?
Taxes and duties incurred by each country on imported items are the customer's responsibility. Custom fees are based on the total value of the products entering your country. Unfortunately, we have no control over this.

SHIPPING & TRACKING

Do you ship internationally?
We ship worldwide. Please send us an email at oshakawa.info@gmail.com if you have troubles placing your order and we will help you out.

How long do orders take to ship?
Order take 1-5 business days to be processed and fulfilled.

Please note during sales and holidays, we may require additional days for orders to be processed

Tracking information says my package is being returned to sender. What steps can I take to have the package reshipped to me?
Please email customer support oshakawa.info@gmail.com to let us know. We will take care of any issue and get the order shipped back out to you.

My tracking information says that my package was delivered but I never received it?
If your tracking information states that your package was delivered and you never received it, please email oshakawa.info@gmail.com and one of our customer service reps will be able to further assist you.

How long till I receive my order?
These are our current estimated time of arrival -
USA Shipping up to 2-5 business days
Canada Shipping up to 10-30 business days
Rest of the World Shipping up to 10-30 business days

Please note we have added an additional 10 business days on top of our ETA due to COVID-19 related delays

RETURNS & EXCHANGES

What is your Exchange/Return policy?

We stand behind the quality of every product we sell. If your purchase does not work out for any reason, you may initiate a return within 30 days of receiving your order. Products must be unwashed and unworn.

Since every item is made to order, we don't offer exchanges like normal stores. Simply return the merchandise for a full refund and reorder in the correct size. Just pay for shipping as stated in our store policy.

How do I start a return or exchange?
Please email oshakawa.info@gmail.com and one of our customer service reps will be able to assist you.


I received the wrong item in my order. What should I do now?
Please send an email with your order number and a photo of the incorrect item we sent you to oshakawa.info@gmail.com. We will immediately send you the correct item.

I was given multiple tracking information for my order, what does this mean?
Sometimes orders are split into separate packages for logistic reason. Therefore, your items may not be received at the same time. Please e-mail oshakawa.info@gmail.com if you have any concerns we will help you with anything

 

PRODUCT INFORMATION

What's the best way to wash my clothing?
For the best care, we recommend washing on cold or warm and tumble dry or hang dry.

What's the best way to find out about restocks?
The best way to stay up-to-date on general restocks and new product releases is to follow us on our Instagram and sign up for our mailing list.