Refund policy

 

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@otoko.skin to obtain a Return Merchandise Authorisation (RMA) number.

Once you receive your RMA number, securely package the item(s) you wish to return along with the original proof of purchase.

Please return the item/items to the following address:
Otoko
Frontier House,
Pasture Lane,
Market Rasen,
LN8 3DT

Upon receiving the returned item(s), our team will inspect them to ensure they meet the eligibility criteria.

If the return is approved, we will process the refund to the original form of payment. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at info@otoko.skin.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

• If you receive a defective or damaged item, please contact us immediately at info@otoko.skin.
  
• We will provide instructions on how to return the item for a replacement or refund.
• Please do not dispose of the defective or damaged item until instructed to do so by our customer service team.
  

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on sale items or gift cards.

Shipping Costs

Customers are responsible for the cost of shipping returned items to us, unless the return is due to our error (e.g., wrong item shipped, defective product).
We do not refund shipping costs for returned items unless the return is due to our error.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at info@otoko.skin.