otto.hk Website Delivery Policy

IMPORTANT NOTICE

Delay in DHL delivery from Japan. Due to latest earthquake impact on Japan, there might be slight delay of 3 to 5 days on purchase delivery until further notice. We sincerely apologize for any inconvenience caused.

Ordering

You can either order items from www.otto.hk, or by calling at +852 2888 0003. Business hours are 12:00-20:00 (Monday - Sunday, including public holidays).

Payment

Payment can be made by Credit Cards, either Visa or MasterCard; Bank Transfer; and Alipay after.

Order Confirmation

We will send you emails on your order placement as well as upon delivery. If you wish to confirm that your order has been processed, you may check your order's status via your transaction history page on www.otto.hk. However, please wait until at least 24 hours after completion of the original ordering procedure.

Delivery

Products can be delivered to your designated address; (for now we only deliver to Hong Kong SAR but delivery to Guangzhou of the People of Republic of China will be implemented in the future). Please allow five to seven working days for delivery, from the time when you place your order.

To request redelivery or redirection of a parcel, please refer to your delivery slip and contact DHL Customer Service within one week of receipt. When requesting redelivery, please specify the day on which you would like to receive your parcel.

Import Taxes and Declarations

Hong Kong

No import taxes are levied within Hong Kong; however, local regulations may require declaration of imports. Hong Kong customers may obtain further information from the Hong Kong Trade and Industry Department, whose contact information is as follows:
Postal address:
Department Customer Service Manager
Room 908
Trade and Industry Department Tower
700 Nathan Road
Kowloon
Hong Kong
Telephone: (852)2398 2922 (24 hour hotline)
Fax: (852) 2787 7422
e-mail: <enquiry@tid.gov.hk>
URL: http://www.tid.gov.hk/eindex.html

People of Republic of China

Taxes may be levied on customer purchasing from People of Republic of China.

With regard to import declarations by the customer, Otto Japan Inc. takes no responsibility whatsoever for any procedural charges or penalty due to late filing imposed by the relevant authorities.

Returning or Exchanging Items

We can only accept returned items that are being exchanged because the size is incorrect or because the original item is defective due to the fault of Otto Japan. We cannot accept items that the customer simply wishes to return.

Subject to the foregoing paragraph, purchased items may be exchanged within two weeks of the date on which they were originally delivered. As soon as we receive a returned item, we will cancel the credit card charge.

When exchanging items, please follow the procedure below:
Step 1

Please call Otto Japan customer services at +852 2888 0003 for details of how to exchange items.

Step 2

Please fill in the return report form in the lower right-hand corner of the packing list, including the number of items that you are exchanging and your reason for exchanging them.

Step 3

Please pack the exchanged items properly and securely, together with the completed return report form. If the return report form is not included with the returned items, it may not be possible to process the exchange request.

Step 4

Please send items for exchange to the following address:
Otto Japan Return Desk
PCCW Ngau Tau Kok Engineering Centre
7 Siu Yip Street Ngau Tau Kok 2/F,
Hong Kong

The customer is liable for postal charges to Otto Japan Return Desk for the exchange of items, unless the exchange is due to the fault of Otto Japan.

To help cover the cost payable by the customer for exchange of items, there is a JP￥600 refund for items sent out in exchange for defective items.

The English version of this delivery policy shall prevail over the Chinese version (if any).