Here at OTP Fashion, we strive to make every shopping experience satisfactory for our customers. See below for answers to questions regarding shipping, returns, and other inquiries.
Q: Does OTP offer wholesale?
A: We do not offer any wholesale options.
Q: How can I be a brand ambassador for OTP Fashion or get more information about the program?
A: We'd love to have you on our team! Currently, we handle ALL new ambassador inquiries through our Instagram, @otpfash. If you'd like more information, please send us a Direct Message there. Any other form of contact regarding joining our ambassador program will be directed to our Instagram inbox. If you are currently an ambassador and have a question about the program or cancelling your membership, please email us at firstname.lastname@example.org, or see our Terms of Service and Refund/Return Policy.
Q: How do I check the status of my order?
A: Upon placing your order, please allow up to 2-5 business days to have your order processed. Our fulfillment warehouses pack your ordered item(s) and ship the package(s) out as soon as possible. If you do not receive your tracking number within 5 business days, simply email us at email@example.com and we will have it sent to you. If you did not receive any updates on your order within the first 3 business days, please contact us via email or the contact form on our website. OTP Fashion cannot be held liable for any lack of communication regarding an order's status caused by the customer providing false or inaccurate contact information (ex. misspelled email address) at checkout.
Q: I ordered two or more products, but have only received one... what's happening?
A: Since we have a large assortment of products that are not stored in the same warehouse, it is possible that some products get shipped separately. Do not worry, it is quite normal that you receive a product a few days before the other, and your other item(s) should be arriving soon!
Q: How does shipping work?
A: OTP Fashion partners with global merchants in order to provide you the best prices and the highest quality products. This means that your order could sometimes be shipped from areas such as Spain, India, Thailand, China, etc., as well as the United States, which is where we are based. Because we currently ship directly from our partners in these countries, domestic and international orders may take anywhere from 3-30 business days to arrive. Please don't panic if it does not arrive instantly, it's on its way! :)
Q: Do you refund shipping fees?
A: Shipping fees are non-refundable.
Q: My tracking info shows my package was delivered, but I never received it.
A: OTP Fashion provides customers with the option to track packages. If the tracking information states that your item(s) has been delivered, but you have not received it, please check around your neighborhood in case another home received it by mistake. Speak with family, roommates, etc. in case they received it on your behalf. The package may also have been left with property managers. In the case that all of these steps are followed and the package(s) is still not found, feel free to send us an email at firstname.lastname@example.org. We will do our best to assist you, but keep in mind that OTP Fashion does not hold responsibility for packages that are lost or stolen. Please contact your mail carrier and post office to file a claim.
Q: Do you ship internationally?
A: Yes! We ship worldwide to ensure that every customer will enjoy his or her shopping experience with us.
Q: I'm an international customer and I'm not sure how much I'll be charged for a purchase.
A: We are proud to service our #OTPFam from all over the world, so we have provided a built-in currency converter on our site! Just look in the top right corner of your browser and click for the drop-down menu. If you don't see your currency as an option, the conversion will most likely depend on your issuing credit card company being used for the purchase.
Q: Is your website secure with my personal information?
A: Absolutely! We use SSL security to ensure all your personal information is encrypted. We do not store your credit card information and it will be used one-time only upon purchasing of your product. Then your credit card information will be purged.
Q: How do I order on your website?
A: Simply find the product you'd want and click the 'Add To Cart' button. Fill in your shipping and billing information and we'll have your order shipped to you as soon as possible!
Q: I placed an order, but never received a confirmation email.
A: If you do not receive an email from OTP Fashion within 3 business days of placing your order, and it's not in your Spam folder, most likely either your email address was not provided at checkout, or it was spelled incorrectly. Please send us an email at email@example.com for assistance with updates on your order.
Q: Where do I find my order number?
A: Please make sure to screenshot the confirmation page that appears when you complete your purchase, as it displays your order number. It should also appear on your confirmation email. If you clicked out of this page without screen-shotting and/or didn't receive a confirmation email but are in need of your order number, please email us and one of our team members will be happy to assist you in retrieving it.
Q: How can I cancel or change my order after it has been placed?
A: Keep in mind our system is designed to fulfill orders as quickly as possible so that your delivery times are as short as possible. You definitely can change your order as much as you'd like before you click “Checkout”, but after that point we cannot cancel or change an order once it has been placed. Please see our refund/return policy for further details.
Q: My order was confirmed, but I just got an email from an OTP Fashion team member saying an item is out of stock. What does this mean/how did this happen?
A: This happened because between the time you placed the order and the time we processed it, the item became no longer available. Because our items are in high demand, occasionally this can happen. However, in the email you receive(d) will be a store credit code containing the amount you are owed for the cost of the item. This store credit never expires, so don't lose track of it!
Q: Does OTP Fashion provide a quality guarantee for all the products being sold?
A: Absolutely! If you do not like the product or find damages to the product, contact us immediately! We do all we can to ensure your best shopping experience. You can simply contact us via our contact page or our email address, firstname.lastname@example.org, and we'll get it addressed!
Q: How can I get in contact with the OTP Fashion team?
A: We handle customer service through Instagram and email. Visit our Instagram here to send us a message, or send us an email at email@example.com with any questions or concerns that you have. OTP Fashion can not be held liable for any lack of communication over Instagram DM caused by an overflow of messages, as it may mess with Instagram's algorithm and disallow us from viewing your message. With that being said, we recommend emailing us to guarantee an answer.
Q: I'm in love with an item, but it's out of stock. When will it be back?
Although we aren't able to provide specific restock dates or time periods, luckily for you, we restock items often-- especially popular items!
Q: Do you offer a refund or return if I don't like the product?
A: Visit our refund policy page for complete details.
If you have any additional questions that have not been addressed in our FAQ, please contact us and a member of our team will get back to you within 72 business hours. If your questions are regarding joining the OTP Ambassador program, please send us a direct message on Instagram (@otpfash) or visit the ambassador info page here.