FAQ

As long as the order has not been shipped you can still contact us at contact@otaaki.com to make changes!

If you are looking for lenses tailored to your vision, please note that we are currently unable to provide custom lenses. However, all our frames are adaptable to prescription lenses so you have the option of taking them in to your optician to get them adapted to your eyewear needs.

Do you need replacement parts for your glasses ? Unfortunately, our glasses are uniquely designed and come fully assembled. Therefore, we are not able to sell replacement parts.

However, we assure you that our customer service is always here to find solutions to assist and satisfy you to the best of our ability. Feel free to contact us via email at contact@otaaki.com or through Instagram @otaaki.fr.

Otaaki currently does not have its own store. Please note that you have the option to place an order on our website and have it delivered anywhere in the US.

Though we currently only offer one size per pair, some of our designs are a bit wider, and some a bit narrower than others.

In each of the product pages, under Additional Information, we offer our frame’s dimensions.

If you are unsure about whether our wider or narrower frames will fit you best, a good check is measuring the width (from edge to edge) of your current frames if you have some. If not – we recommend going to our Face Guide for some helpful guidance!

If you are interested in purchasing a pair of Otaaki reading glasses but are unsure of the diopter that suits you, we recommend printing our US letter-sized reading test. This test will help you determine your suitable diopter.

Your glasses should not be too tight or too loose. The arms of your glasses should sit comfortably behind your ears to avoid discomfort when wearing them for extended periods.

You can easily adjust them by applying gentle and consistent pressure on the arms.

Below are some guidelines to help you adjust them successfully:

To adjust your Organic glasses, heat the arms to make them more malleable by immersing them in warm water.

Note: Hot water can damage the lens coating so make sure to use warm water. Do not use a hair dryer as it could damage the lenses.

No need to heat your Ocean glasses to adjust them! This plastic allows for easy and effortless adjustment. A slight pressure on the plastic will be enough to give it the necessary curvature for a perfect fit.

Three key tips to keep your lenses clean:

Like any material, your lenses undergo normal wear and tear from use. We recommend wiping them with a microfiber cloth before putting them on your nose. At Otaaki, with each purchase we provide you with a microfiber pouch that protects your glasses AND allows you to clean them.

Fun fact: these microfiber pouches are made from recycled plastic bottles.

1. Simply wash them in lukewarm water with liquid soap (hot water can damage coatings). Wipe them dry with a microfiber cloth.
   
2. Avoid paper towels, as they can scratch the lenses. Products containing harsh chemicals like bleach are also strongly discouraged.
   
3. To enjoy your glasses for a long time, remember to store them in their super eco-friendly cellulose fiber case after each use.

• Express orders received Monday through Friday before 1:00 PM are shipped the same day.
• Express orders received Monday through Thursday after 1:00 PM will be shipped the following day.
• Express orders received on Friday after 1:00 PM will be shipped on Monday.
• Standard orders received Monday through Thursday will be shipped the following day.
• Standard orders received on Friday will be shipped on Monday.

Exceptions may occur during an extended weekend and during the Christmas period. No shipments are made on Saturday and Sunday.

Delivery charges will be calculated at the time of order validation. Otaaki is not responsible for additional taxes and service fees imposed by certain countries. Customers will be responsible for any restrictions, duties, taxes, and other charges imposed by the destination country before placing an order. Otaaki will not be responsible for any customs duties, taxes, or fees under any circumstances.

Though we do our absolute best to make sure delivery times are adhered to, they also depend on our carrier partners and may vary based on macro conditions.

After the validation and preparation of your order, you will receive your parcel tracking number and information via email.

You can track the status of your parcel from your customer account.

Register an account with Otaaki to be eligible for our limited warranty coverage. Once registered, your glasses will have eligible for repair or replace based for any manufacturer defects that become evident over the lifetime of product. A manufacturer defect means that we make a mistake in production on your glasses (like we shipped them without putting them together or the lenses don’t fit securely in the frame).

While customer wear, tear, and accidents aren’t covered in our formal policy, we chose our materials for top tier durability, and we want to help you out. Drop a line to our support team with your product registration info and the details on what happened, and we’ll evaluate an appropriate discount for your next pair.

The nitty-gritty:

• Customers must register for an account with Otaaki to be eligible for the warranty. We allow for customers to check out as a guest if desired but checking out as a guest makes the purchase ineligible for warranty.
• Our warranty covers any frame damage that keeps you from wearing our glasses on your face, like broken hinges or cracked frames. It does not cover scuffs and scratches, or the eyewear lenses.
• Otaaki sole discretion to determine what qualifies as a manufacturer’s defect.
• Manufacturer defects may be either repaired or replaced, at our discretion.
• Customers will be responsible for shipping charges related to the repair or replacement.
• Warranty claims must be made by the original purchaser. Gifted, thrifted, found, or stolen glasses aren’t covered unless submitted by the original owner.
• Only original, unaltered and unmodified items are covered.

What coverage do you offer outside the manufacturer defect policy?

• While not covered in our formal policy, we want to help customers out if their glasses have been damaged by wear & tear and any breakdown of materials and colors over extended time and use.
• At our discretion, we can offer a full or partial replacement, depending on your use case.
• This assistance does not cover damage caused by negligence and misuse, like glasses that have been stepped on, sat on, snapped by children, chewed on by pets, ran over, or dropped off a cliff.
• We do not offer coverage for wearable glasses with minor damage, like scuffs and scrapes.
• We do not cover scratched lenses. We’ve sourced our lenses from suppliers with more durable lenses, but they are still the most delicate part of your glasses, and that holds true across the entire eyewear industry. Therefore, we ship every pair of glasses with a soft sided pouch to protect the lenses when not in use, and a microfiber cloth suitable for cleaning the lenses.
• Like our defect warranty, all requests must be submitted by original purchaser and must have a registered account with the product in their purchase history.

Our policy lasts for 30 days. If 30 days have passed since you received your package, unfortunately, we cannot offer you a refund or exchange.
We cannot be held responsible for delays caused by the carrier you have selected, nor for any breakage that may occur. Our responsibility ends when your package is deposited.

To be eligible for a return, your item must be unused and in the same condition as you received it. It must also be in the original packaging.

To initiate a return under your right of withdrawal, you must express your wish by sending us an email to the following address: contact@otaaki.com.

Any item that is not in its original condition, is damaged, or has missing parts for reasons not due to our error cannot be refunded, nor can an item be returned more than 30 days after delivery.

The seller will perform an inspection before accepting a refund.

The seller reserves the right to refuse the refund if the return conditions are not met.

The return shipping costs to the seller will be the responsibility of the buyer.

In case of a partial or total return of your order, the initial shipping costs will not be refunded.

Once we have received and inspected the returned item, we will send you an email to confirm that we have received it. We will also inform you of our decision to approve or reject your refund request.
If your request is approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 10 business days.

If an item is defective, damaged, or does not match your order we will replace it. In case the product is unavailable in stock, we will refund you.

Send us an email at contact@otaaki.com, and we will send you a return label to send us the defective item.

Conditions for returns in case of non-recovery of your package at the selected relay point or post office during its retention period.

When your item is delivered to the relay point by the carrier, it can remain there for 1 to 2 weeks. The timeframe varies depending on your chosen relay points. It's your responsibility to be aware of the conditions of your selected relay point or to provide a valid phone number and email address during your order to ensure effective tracking. This way, you can stay informed about the availability of your package at the relay point and the number of days available to pick it up. Depending on the post offices, the retention period may vary between 14 and 30 days.

Once your package is received, we'll get in touch with you to inquire about your preference. Please respond to us within 72 hours.

• You can choose to have your package re-shipped, and in this case, the shipping costs will be borne by you.
• Alternatively, you can opt to cancel the order. If you choose this option, the refund will be made after deducting the initial shipping costs paid by us.