Returns, Cancellations and Exchanges

How can I make a change?

To make changes you must place a new order on our website, and follow the return procedure with the item you received.

How do I proceed with a return?

We accept returns for a period of 30 calendar days from when you receive the order, as long as the products are in perfect condition, in their original packaging, with labels and have not been used.

The quality department will determine if the products are in the same conditions in which they were sent.

To make the return you must follow the following steps:

• Send an e-mail to info@otomi.es informing you that you are going to proceed with a total or partial return of an order. You must indicate the order number and its reasons . 
• Print and attach your order confirmation email (with the order number) to the package.
• Package the item to be returned in its original packaging and include the confirmation email. We will send a carrier to your home to pick up the order.
• When we have received your shipment, we will begin the process of refunding your money through the same payment method as your order. Payment will be made within a maximum period of 15 days from receipt of the return in our warehouse.

If I want to return the product, do I have to pay the shipping costs?

• Yes, the return has a shipping cost that will be deducted from the refund of the order. The costs are as follows depending on the pickup location:

• *If customs charges apply, these will be paid by the customer.

Can I modify or cancel an order?

So that orders arrive quickly at your address, once payment has been made, they begin to be prepared in our warehouse. For this reason we cannot cancel or modify the order in this part of the process. Instead, we ask that you follow the returns procedure when the order arrives at your address.