FAQs
Please find below an overview of our most frequently asked questions with the answer.
Is your question not in below list? Feel free to contact us at customercare@osakaowl.com
- Why does my payment fail?
All our transactions are carried out in USD. Some banks do not authorize online transaction or transaction in USD by default. Please contact your bank to authorize the transaction.
If you use other people's card to make payment, fraud detection system will also stop your payment.
- How do I know if my order has arrived safely?
We will send an order confirmation immediately to the email address you have provided when you place an online order.
It will include an overview of your order with an order number. Contact us if you do not receive this confirmation.
Contact can be made via customercare@osakaowl.com. Please state your name and order number in all correspondence.
- I would like to cancel my order, how can I do this?
You may only cancel your order if it has not yet been sent.
Contact customer services as quickly as possible for more information.
Contact can be made via customercare@osakaowl.com. Please state your name and order number in all correspondence.
- Can I still change my order?
You may only change your order if it has not yet been sent. Contact customer services as quickly as possible for more information. Contact can be made via customercare@osakaowl.com. Please state your name and order number in all correspondence.
- Can I find out where my order is now?
You will receive an email informing you about the delivery.
- Also you can track your order status by inputing email and order number in "track order" link at bottom of our website.
- You can also contact customer services for more information. Contact can be made via customercare@osakaowl.com.
Please state your name and order number in all correspondence.
- What are the delivery times?
Your order will be processed the within 2 working days, and will be delivered to your within 2-3 days(by DHL) or 1 week(by Aramex).
- I did not receive my order on the agreed date. What now?
Contact our customer services if you have not received your order on time.
Contact can be made via customercare@osakaowl.com. Please state your name and order number in all correspondence.
- Do you also deliver abroad?
Yes, our products can be delivered to Asia, America, Europe, and Australia.
Although you can select different currency on our website, it is for display purpose and settlement will be in USD only.
- Can I arrange to have my order delivered to a different address?
Yes, this is possible. When registering, you can enter the address to which you would like to have your order delivered under 'delivery address'.
- Which payment methods are possible?
The following payment methods are accepted in the webshop: credit card(debit card), paypal and Apple Pay.
- I have received a faulty article. What should I do now?
We always aim to provide good-quality products. In the unlikely event that a product is not of the quality that you had expected, you will be able to use the returns label on the returns form to send it back to us.
Before returning a faulty item to us, please send us an e-mail via customercare@osakaowl.com in which you explain the problem with the product. We will then be able to find an appropriate solution together.
- I have a complaint about my order. What should I do?
Please contact our customer service with any questions or complaints you have.
Contact can be made via customercare@osakaowl.com. Please state your name and order number in all correspondence.
- Do I have to register?
Yes, you will only be able to buy a product from the webshop if you have completed the registration process.
However, the registration process is very fast and four short steps are all it takes to become a customer.
- I have forgotten my password. How can I find out what it is?
When you are ready to pay for your order, you will be forwarded to the log-in screen for the webshop. You will be able to retrieve your password via "Forgotten your password? Click here" (under the log-in screen for existing clients)
Please note: when asked for your e-mail address, you will need to enter the e-mail address that you used when creating your account. The webshop will not recognise e-mail addresses that have not been registered.
- I have a new e-mail address. Do I need to create a new account too?
No, this will not be necessary. You will find that it is easy to make changes to your personal account via "My account" (in the top right-hand side of the menu).
Please note that you will only be able to make changes to your name, e-mail address or telephone number.