Do I need to set up an account to place an order with OTTE?
You do not need an account to place an order with us. Once you have selected your items and reviewed your cart, you can checkout as a Guest. All emails pertaining to your order will be automatically sent to the email you submit when placing your order. Please note orders placed as a Guest cannot be added to an account.
What are the benefits of having an account with OTTE?
An OTTE account provides a central hub for you to track your orders, review past purchases, manage your wishlist, receive special offers and save your address and credit card details for a faster shopping experience.
If I have an item in my cart, am I guaranteed to get the item if I checkout?
Unfortunately, OTTE cannot guarantee stock on all items. If any item(s) are out of stock and we are unable to complete your order, you’ll receive an email from our customer service team within 5 business days.
How do I know if OTTE received my order?
Once we have received your order, you will receive an email confirming your order to the email address provided during checkout. Please note this does not guarantee the merchandise is available.
How can I cancel or change my order?
You may request to cancel or change an order before it ships by emailing email@example.com with your order number and the requested change. You will receive a reply within one business day.
Can I request gift wrapping?
You may request to have an order gift wrapped by emailing firstname.lastname@example.org immediately after the order is placed. Please include your order number in the email, and if you’d like any extra special requests i.e. a gift message, etc. You will receive a confirmation email within one business day.
The item I want is available for pre-order only. What does that mean?
Items may be available for “pre-order only” for several reasons; pre-order items may include those that are out of stock and we are waiting on a new shipment from our vendor. If an item is sold from a pre-order, you are reserving a unit from an incoming shipment before we stock our stores or offer it online for immediate purchase.
Why was my payment declined?
Payments are typically declined due to a mismatch between the billing address on record and the billing address that was submitted. Other reasons may include our credit card processor not being able to verify the submitted payment details. For information about why your payment was declined, email email@example.com with your name, the email address used to make the order, and last 4 digits of the attempted card. We will reply within one business day with more information and steps to resolve the issue.
What payments does OTTE accept?
OTTE currently accepts payments from Visa, Mastercard, Discover, American Express and Paypal.
Can I use more than one form of payment?
Unfortunately, you cannot use more than one (1) credit card on a single order. You can use your credit card and an OTTE gift card or OTTE online store credit in the same order.
Why is my order still processing?
While we strive to fulfill and ship all orders within 1-3 business days, processing times may take longer during high volume sales periods. Additionally, online orders may be filled with merchandise that has been at one of our retail locations; we occasionally run into instances where the merchandise has sold in store, become damaged, or has a temporary delay. Please allow up to five business days for us to arrange fulfillment of your order. You will be contacted via email if there are any problems with your order.
My order status says processed, but I didn’t receive a tracking number?
Tracking numbers are sent via automated email at the time your order is processed. If you do not receive your tracking number, please email firstname.lastname@example.org with your order number and it will be resent.
My order status says closed, but I didn’t receive anything…was my order canceled?
Orders may be canceled due to merchandise being out of stock, damaged, or the inability of our credit card processor to verify your payment details. You will receive an email from our customer service team if we need to cancel your order for any reason.
Why can’t I view my order status in my account?
For order information to be viewable in your account, you must have a registered account and be logged into it at the time your order is placed. Accounts created after an order is placed will not sync past order information for viewing. In these instances, you will receive order confirmations, tracking numbers and other correspondence about your order via the email address you used when placing the order.
I received an email that the item I ordered is out of stock. Will I be refunded?
We strive to fulfill every order; if your item is out of stock, we may either refund you right away or, if we are receiving additional merchandise that would allow us to fulfill your order, hold your order as a pre-order. If your order is held as a pre-order, you will be notified via email with an expected future ship date. Pre-orders can be canceled at any time if you do not wish to wait for stock replenishment. To cancel a pre-order, email email@example.com with your order number. You will receive a reply within one business day.
When will my order be shipped?
While we strive to fulfill and ship all orders within 1-3 business days, processing times can be extended during high volume sales periods. Additionally, online orders may be filled with merchandise that has been at one of our retail locations; we occasionally run into instances where the merchandise has sold in store, become damaged, or has a temporary delay. Please allow up to five business days to receive your shipping confirmation. You will be contacted via email if there are any problems with your order.
What mail carrier will be used to ship my order?
Domestic orders are shipped via Fedex and international orders via DHL Express.
Can I request to have my order shipped via UPS or USPS?
At this time, shipment with other carriers is unavailable. If you are unable to receive your shipment from FedEx or DHL, you can provide your own shipping label. To do so, email firstname.lastname@example.org and provide your own shipping label as a PDF attachment. The “Ship from” address should be set to the below, and the “to” field should be your own address.
OTTE NY 148 W. 24th St Suite 2A New York, NY, 10011 (212) 213- 4030
Is my shipment insured?
Domestic orders are insured if your total payment is $500 or more. Please note this is determined by the final order total, not the item’s full retail price. All international orders are insured.
What is a signature confirmation? Is it required on my order?**
All orders are set to Direct Signature Required by default at the time of checkout. With direct signature required, somebody must be available at the shipping address to sign for and receive the package at delivery. Should you choose to omit the signature requirement, Fedex will leave the package at the shipping address. Kindly note by declining the signature requirement, you release OTTE from any liability if the package becomes lost or stolen after delivery.
**The above circumstances apply to domestic orders only. All international orders require a signature by DHL at the time of delivery.
Do you offer same-day shipping?
We do! If your shipping address is in NYC (Manhattan), select Same-Day Messenger Service as your preferred shipping method at the time of checkout. Orders received by 12 PM EST will ship that day, and orders received after 12 PM EST will ship the next business day.
I received a tracking number, but it says no tracking information is available. What’s going on?
Tracking numbers are sent via automated email when a shipping label is created. Kindly note it may take up 24-48 hours for the package to be turned over to Fedex and updated accordingly. Kindly wait up to 48 hours for tracking information to be made available for your tracking number.
Duties and Taxes
I’m located in the U.S., do I need to pay sales tax?
Sales tax is only applied to orders shipped to addresses within New York State.
I’m outside the U.S, do I need to pay duties and taxes?
The price listed on our site does not include duties and taxes. Upon arrival to the destination country, international orders may be subject to duties and taxes billed by the destination country’s customs department. The recipient must bear any additional charges for customs clearance; we have no control over such charges and cannot predict what they may be. Please consult your local customs department for a quote of tax rate.
I’m outside the U.S., can you declare my purchase as a gift?
Unfortunately, we are unable to declare gifts on customs invoices for international shipments.
Customs imposed too much tax on my package and I want to refuse the delivery. Can I return for a refund?
Yes, you may refuse your international shipment, however a restocking fee applies to all returned/refused orders. Please refer to our International Shipping Policy for more details.
How can I request a return?
Please see our full return policy and procedure here.
I received a damaged item. How can I return it?
Damaged items are eligible for a full refund, whether final sale or not. If you received a damaged item, please email a picture of the damaged area(s) as well as the corresponding OTTE tag displaying the item’s SKU to email@example.com. You will receive a courtesy return label within one business day.
Can I return my online order to an OTTE location in NYC?
Yes. In-store returns can be arranged by emailing firstname.lastname@example.org with your order number and the store location you would like to bring your return to. Please be sure to complete this step before attempting to make a return, as some returns will not be accepted without prior written approval from our customer service team.
If I used a promotional or coupon code when I checked out, is my order eligible for a return?
This depends on the circumstances of the promotion. If the item you purchased was full price before being discounted by the promotion or coupon code, the item is eligible for return or exchange. If the item was marked down (found in the “sale” section of our website), it is final sale and ineligible for return.
Does OTTE provide free returns?
We do not provide free returns at this time. If you would like to return part or all of your order, you are able to do so via your own carrier. If you’d like to request a label, we can provide a Fedex return label for $8.95, which will either be billed to your original form of payment or subtracted from your refund.
My tracking number says my return was delivered. When will my return be processed?
Returns are processed within 5-7 business days of our receipt. You will not receive an email when your return has been received. You will receive a refund confirmation when your return is processed, or a tracking number when your exchange is processed.
I received a refund confirmation, but when will the money be added back to my account?
Typically, banks will post the funds back to your account within 5-7 business days, and the post will appear on your next billing statement. Kindly note once you receive your refund confirmation, OTTE has released the funds and they are then given back to you by your bank. We are unable to speed up this process or offer additional information about the availability of the funds. You will need to contact your bank directly with any further inquiries.
My item became damaged after the initial return period. Can you repair or replace it?
We strive to uphold the incredible quality standards set forth by the brands we sell. If your item has become damaged due to a manufacturers’ defect after the initial return period, please email a picture of the damage to email@example.com along with your order number, and we will work with the brand to offer you a repair or replacement as quickly as possible. If the damage is unrelated to a manufacturer defect, or caused due to normal wear and tear, we will be unable to complete your request.
I’ve found a better deal on a different site. Do you offer price matching?
We do, depending on the circumstances! To apply for a price match discount after your order has been placed, please email firstname.lastname@example.org with your order number and a link to the competing site offering the same item. Kindly note the competitor must be offering the same style, size, and color that you ordered to qualify for the discount. Once approved, you will receive the discount as a refund to your original form of payment.
The item I’ve purchased in the past has now gone on sale, do you offer price adjustments?
Price adjustments are not available for promotional offers or coupons. Price adjustments may only be applicable to items that are marked down within the initial 14 day return period from the date of your order. To apply for a price adjustment discount, please email email@example.com with your order number. You will receive a reply within one business day.
I can’t find an item I’m looking for on the website. Is it available in store?
Our website inventory is synced with our store inventory; if an item is out of stock on our website, it is no longer available in our stores, either. Please note some locations carry items in their stores that are not available online; if you have questions about an item in one of our stores that you do not see on our website, please email or call the store location where you viewed the item. You can find our store addresses and contact information here.
Are online sales and promotions applicable in your stores?
To see if an online sale or promotion is being honored in store, please contact the store directly. You can find our store addresses and contact information here.
I made a purchase in one of your stores and have a follow-up question. Who do I contact?
To inquire about a purchase made in store, please contact the store directly. You can find our store addresses and contact information here.
What’s the best way to contact customer service?
We strongly recommend that you email firstname.lastname@example.org as your first contact method with our team, as most inquiries will need to be received in writing and reviewed before action can be taken. If your request is urgent or time sensitive, please call (212) 213-4030 Monday thru Friday, 10:00 AM- 6:00 PM EST. Kindly note we may ask you to follow up your call with an email so we have a written record of the request.
I’ve been calling customer service and no one has picked up. What’s going on?
Our customer service hours of operation are Monday-Friday, 10:00 AM to 6:00 PM EST. As our offices are closed on weekends, emails sent over the weekend will be responded to within one business day. Business days are Monday through Friday, excluding any observed holidays.
How do I submit a linesheet or lookbook to inquire with OTTE as a new designer?
New designers may submit linesheets and requests for appointments to email@example.com. Please note we do not give out direct emails, names, or other contact information for our buyers, however our buying team reviews this email address regularly and will reach out if more information is requested.
How do I submit an offer for a new business partnership or PR inquiry?
To inquire about a new business partnership or PR opportunity with OTTE, please email firstname.lastname@example.org with all relevant and necessary information. If we are interested in partnering with you or require more information, the appropriate manager will be in touch.
How can I submit a resume to work for OTTE?
Please see our Careers page for the latest open positions we have available. Don’t see a position that fits? Send your resume and cover letter to email@example.com with the area of interest in the subject line.