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Customer Service
At Otazu Designs we are committed to your satisfaction with your order and that you have a pleasant experience shopping with us. If you have any questions regarding any item we sell, please email us at customerservice@otazudesigns.com prior to placing your order.
Guarantee and Repairs
Otazu jewelry comes with a six month guarantee against manufacturer defects. We repair or replace it for free during that time period. If the item is not repairable for any reason and an identical item is not available for replacement, we will make every effort substitute a similar item to your satisfaction. If repairs are needed after the six month guarantee period, there will be a repair charge plus shipping and handling. In either case, please follow the same steps listed above for returns.
Returns
Returns for a full refund are accepted if received by us within 5 days* of delivery of your order as indicated by shipment tracking records. After that time, all sales are final. Special orders (items specifically ordered for a customer) are not returnable. Returns must be received by us unworn and in original unused condition. There is no restocking fee, but you will be responsible for shipping charges back to us.
* For the Holidays, we will be extending our return policy time frame. Orders that are eligible for return, and placed between Thanksgiving and Christmas Day, are returnable if you email us a request for a Return Authorization Number by January 10th. After this time, our return policy time frame will revert back to normal.
How to return an item for a refund:
- Send an email to customerservice@otazudesigns.com explaining that you wish to return the item for a refund.
- Wait to obtain a Return Authorization Number and shipping address from us before mailing the return. We will not process any items returned without the Return Authorization Number issued by us.
- Wrap your item carefully, to avoid shifting, in a box and enclose the original packing slip with your return. Include the Return Authorization Number on and inside the box. All original jewelry tags (unaltered) and gift bags must also be included with your return. Ship your return using the shipping method of your choice. We highly recommend shipping items back insured as we cannot be responsible for lost or damaged packages.
- Check your email. We will send you an email to notify you that your return has been processed and your account is credited.
- Check your payment account. You should expect the credit in your account 5 business days after we have received your return.
Exchanges
We cannot process exchanges due to the fact that we often have limited edition items and cannot always carry large quantities.
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