If you see that your OWAYKI package status is “Returning to Sender”, you can contact us and we will try our best to assist you as soon as possible. Be sure to check the shipping address you provided in your order confirmation email and let us know if it is not correct. If your tracking information is showing […]
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My order was “fulfilled”, what does that mean?
When your order’s status is “fulfilled“, this means that your parcel has been sent out from our warehouse to the courier/post office for processing and will be on its way to you for the final delivery. IMPORTANT: Note that our shipping timeframes are NOT guaranteed and the shipping timeframe only starts counting when you receive […]
What should I do if I received the wrong item or something is missing from my order?
We sincerely apologize if you have received something different than what you have ordered, or your package contains missing item(s). If you believe you received incorrect or missing item(s), please follow the steps below: Check your order confirmation email to ensure that what you received corresponds to what was ordered. If it does not match, […]
How long will the delivery take?
Once the order is ready, it will be sent to our partner warehouse. After the package arrives at our partner warehouse, the tracking number will be updated and forwarded to the local carrier, such as EZPOST, for final delivery. IMPORTANT: The delivery timeframe starts from when you receive the tracking number and not when the […]
When will my order be shipped out?
Our business hours are from 9:30~18:30 (GMT+8), Monday to Friday (excluding weekends/holidays) and we ship from Monday to Friday only. It usually takes about 1-2 business days to fulfill your order, excluding pre-orders, holidays, and unexpected delays. Printed items (Original Designs / Collaborations / Design Your Own) will require approximately 3-5 business days for processing, as the […]
Am I able to modify the contents or shipping method of my order?
Due to system limitations, we are unable to modify the contents or shipping method of your order. If your order hasn’t shipped yet, we can cancel and refund it, which takes about 5-10 business days to process. You can then place a new order on our website. However, once your order has been shipped, we […]
Is it possible to cancel my order?
If your order hasn’t been shipped yet, we will do our best to cancel it and issue a full refund. Please note: Cancellation is no longer possible once the order status shows as “Processing.” If your order has already been shipped, we won’t be able to cancel it. For “Design Your Own” products, cancellation is […]
If a product is available for pre-order, will I still be charged?
Yes, we charge at the time of pre-ordering. For your security, we do not store any credit card information or authorization on our site, unlike other online stores that charge when pre-orders are shipped. If you prefer not to pay for a pre-order in advance and want your payment refunded, please contact us. We can […]
How do I track the status of my advance order?
To check the status of your pre-order, simply log into your account to view your order details. If you haven’t registered an account yet, you can create one by clicking here. If your pre-ordered item hasn’t shipped, its status will show as “unfulfilled.” Once your order ships, you’ll receive a shipping confirmation email along with […]
What does “Pre-Order” refer to?
When a product is listed as Pre-Order, it means the item is not ready to ship yet as it’s still in production or preparation. This may be because the product is newly announced or awaiting restock. The estimated shipping date for pre-order items will be mentioned in the product name. Please note that this is […]