FAQ
ORDERING & PAYMENT
When are orders processed and how long does it take to ship out?
Orders are processed Monday - Friday except for public holidays. Order processing is currently between 2 - 7 business days. We may need an extra day or two during peak holiday periods.
How long does it take for customer service to respond?
You can expect a response typically within 1-2 days. Although we try to aim for a 1 day response, during peak holiday periods responses may take a bit longer.
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 hello@oshakawastore.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.
Why was my order cancelled?
If your order was unexpectedly cancelled, chances are that our fraud filter marked your order as fraudulent. If you are sure that that is not the case, please ensure the billing address matches the payment method you are using, and checkout again. Alternatively, please order again with a Paypal account. If you do not have Paypal, you can easily sign up at www.Paypal.com.
SHIPPING & TRACKING
Do you ship internationally?
We ship worldwide. Please send us an email at hello@oshakawastore.com if you have troubles placing your order and we will help you out.
Please allow up to five business days to verify and process your order. You will receive an email notification once your order has shipped. Orders placed over the weekend or on holidays will be processed the following business day.
Will my items be sent in one package?
For Logistical reasons, items in the same purchase will sometimes be sent in separate packages. You will receive separate tracking information for each package.
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 hello@oshakawastore.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 hello@oshakawastore.com and one of our customer service reps will be able to further assist you.
These are our current estimated time of arrival -
| USA | Shipping up to 3-8 business days |
| Canada | Shipping up to 2-4 weeks |
| Rest of the World | Shipping up to 2-4 weeks |
Max delivery time – 30 business days.
*This doesn’t include our 1-7 day processing time.
*All shipping times exclude clearance/customs delays
Please allow an extra10 business days after the estimated shipping time due to the effects of COVID-19.
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 hello@oshakawastore.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 hello@oshakawastore.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 hello@oshakawastore.com if you have any concerns we will help you with anything
The item I received is faulty
In the event you have received a faulty item, please contact us at hello@oshakawastore.com within 30 days of the item(s) arriving. Please include the following information:
- Your order number
- Which item is damaged
- A description of the problem
- Photographic evidence
Additional costs for returns
Please note we are not responsible for paying any customs charges (import duty or tax) on any returns. You will be responsible for all costs and charges associated with returning your order. We recommend you return your order via a tracked shipping method, or request a proof of postage receipt, as we cannot refund lost returns.
PRODUCT INFORMATION
Where is the clothing made and shipped out of?
Items are made and shipped out of the USA.
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.
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.