F.A.Q. - Contact
Please read all information below prior to contacting our support team as the majority of questions can be answered through our below F.A.Q.
Q. How long will my order take to arrive?
A. Overall a package shouldn't take more than 15-35 business days to arrive and typical shipping times to the U.K., North America, Europe, Africa and Australasia are 20 business days.
Q. I made a large order but not all the items have arrived yet?
A. We ship items out in small groups so that you don't get stung at customs, and also to avoid you waiting for items that may take a little longer. Rest assured, all your items will arrive.
Q. My order has been dispatched, how can I track my order?
A. If you have ordered an item through our promotional (£0.00 per item) offer please note that we cannot offer a tracking number for your item.
Q. Why do you give your products away for free?
A. One of our goals has always been to make fashionable accessories attainable for everyone and sometimes we are able to offer this as part of a promotional offer.
Q. Are your promotional items actually free?
A. Yes, all we ask is for customers to cover postage and packaging fees when we are running promotional offers.
Q. Are there any other costs I need to pay?
A. We only ask customers to cover the small packaging and shipping costs to ship their order (around £9.99 to anywhere in the world). There are no other costs, now or in the future.
Q. How can you offer free products?
A. We order a vast amount of products every week, this allows us to get the lowest possible price. We also have special rates with our logistics partners which ensures we keep shipping and packaging charges to a minimum.
Q. Where will my order be dispatched from?
A. All orders are dispatched from our warehouse in Asia, this allows us to skip out any unnecessary overheads and pass on our discounts directly to customers.
Q. Why do you not offer tracking on my promotional item?
A. Tracked postage isn't something we are currently able to offer on promotional items due to the costs associated with such postage methods.
If you order full price items however we will have tracking information which can be obtained from our support team by emailing email@example.com.
Q. Do you ship to my country?
A. We currently ship to the following countries.
Q. Do you offer COD (cash on delivery)?
A. At this moment in time we are unable to offer a cash on delivery service; all orders must be paid for at checkout through either Paypal or our card payment processor prior to items being dispatched.
Q. By purchasing a free promotional item am I being signed up to a subscription and be charged for more items?
A. None of our products are offered on a subscription basis hence you will only be charged a shipping fee for our free promotional items.
No other charges/fees in the future will ever be deducted from your payment method.
Q. My ring arrived, and it doesn't fit, can I exchange it for a smaller/bigger size?
A. Yes, we do offer free size replacements, please get in touch with our support team when your order arrives and they will provide you with all of the necessary information regarding the process.
Q. Do you sell my details to any other companies?
A. We value your trust. Your personal details will never be sold to third parties.
Q. How safe is it to place an order on your site, will you have access to my bank details?
A. Your card details are secure, payments are processed through our hosting and store provider (Shopify) which is certified Level 1 PCI DSS compliant.
Ottega itself does not have access to your card details and your payment which is processed through Shopify is later remitted to ourselves.
Alternatively you can make payment through our additional payment provider Paypal.
If you have a question which isn't answered here, please contact our support team.