Support

Your order is shipped from Misawa in Aomori Prefecture, Japan.

Shipping is available worldwide. If your country does not appear at checkout, please get in touch directly sarah@otsukiyo.co

Within Japan: The shipping fee will depend on your location within Japan, usually between ¥600 - ¥1500. Pick up and delivery is available free of charge for local orders. International: For all international orders the fee will depend on your country and the type of shipping service available at checkout. Shipping is calculated before payment at checkout. Shipping is always checked with the courier prior to submitting as there are flaucations &/or restrictions in servicibility. In an effort to keep shipping costs at the lowest cost possible, if your order can be shipped at a significantly lower price (>¥1000) than what you paid at checkout, you will receive a refund of the difference you paid. Please note* Shipping costs do not include duties and customs incurred in your country. Deliveries outside of Japan may be subject to import taxes and duties. You may incur additional costs to clear your item before it is delivered to you.

Once your order is dispatched you will recieve a shipping notification via email with your tracking number. If you do not receive a shipping notification or there is no tracking number attached to your shipping notice please contact sarah@otsukiyo.co

Once your order has been shipped, you will receive a shipping notice via email with your tracking number. Estimated delivery timeframe depends on your location. Orders within Japan are delivered by Japan Post and take 2-3 days. International orders depending on shipping method selected at checkout can take 3 days to 2 weeks.

All delivery updates and expectations can be managed through your tracking number. Shipping delays are out of my control once your order is in the hands on the courier. If there appears to be no movement on your tracking for 5 days, please contact sarah@otsukiyo.co and an enquiry with be made with the courier.

Please contact sarah@otsukiyo.co within 24hours of placing your order to ensure your changes are applied. Once orders are shipped, amendments are longer possible.

If your country does not appear in the listing at checkout, please contact sarah@otsukiyo.co to check if your country is serviceable from Japan.

To arrange pick up please select the pick up option at checkout or contact sarah@otsukiyo.co to organise date and time. There is no charge for pick up.

Proceed through to checkout and you can enter a discount code or gift card in the discount field and select apply.

Once you have placed an order and proceeded with payment, you should receive an order confirmation immediately via the email you enter at checkout. If you haven't received an email, please check your spam folder first and then contact sarah@otsukiyo.co. A simple typo when entering your email at checkout can easily be updated.

Payments are processed at checkout via: - PayPal - Credit/Debit Card - COD/Cash on Delivery within Japan (+¥500 Service Fee)

All prices are displayed and processed in Japanese yen. If you are purchasing from outside of Japan, please be aware of current conversion rates with your payment processor and their additional conversion fees.

You can purchase a e-gift card on this website here and will be emailed directly to your inbox.

Simply get in touch via email to sarah@otsukiyo.co within 3 days of receiving your order. As a small business refunds or exchange can not be offered after this time. To ensure your order is eligible for return, visit Returns & Exchanges

All return costs are the customers responsibility. O Tsukiyo will only cover return shipping if your order is faulty or you have received an incorrect item. For more details, visit Returns & Exchanges

Oh no! So sorry to hear your order has arrived this way. Please get in touch with sarah@otsukiyo.co within 3 days of receiving your order with a brief explanation and photos of the damage in order to resolve the issue as soon as possible.

It can take up to 7 business days to process your return once it has arrived back safely. You will receive an email notification as soon as your refund has been issued. Refunds are issued in the original form of payment.

No, Chlorine bleach should never be used. If strong staining has occurred, oxygen bleach is safe to use in small quantities.

Drycleaning is not recommended. The cloth used to make your item has been washed with eco detergents and solvents and may react unexpectedly with the chemicals used for dry-cleaning. Some O Tsukiyo pieces are treated with a non toxic silicone solution to give extra longitivtiy and protection to the cloth. This may also react unexpectedly when dry-cleaned.

All O Tsukiyo pieces are treated with an eco safe, non toxic silicone spray to keep your item in the best possible condition for as long as possible without cleaning which will last up to 5 washes once cleaning is necessary. For full guidance on how to care for your items, please see the care card included with your item or visit product care.

Mending repairs are free of charge. Simply get in touch to organise your mend and to receive shipping instructions. Please note, shipping costs are the responsibility of the customer. Your item will be on it's way back to you once payment of return shipping has been received.