FAQ

Please read before contacting us:

Important: Here we have gathered the most important questions and answers to provide you with the information you need to know. If you cannot find the answer to your question on this page, please write to us directly at contacto@ozayti.es , through our contact form at the bottom of this page and we will gladly provide you with the help you need.


1. MY ITEM HAS NOT ARRIVED, IS THIS NORMAL?

Orders are processed within 1-6 business days and standard delivery time is 3-7 business days .

If less than 14 business days have passed, you'll just need to be a little more patient - your item is on its way!

If after 14 business days your order has not arrived in its entirety, please contact us so we can investigate the tracking code and resend it if necessary.


2. HOW DO I TRACK MY ORDER?

To track your order, click on the Track My Order link and enter your tracking code. It will be emailed to you within 6 days of your purchase.

If you don't have it, please check your spam, if it's not there please contact us so we can provide you with more information.


3. DO YOU SHIP ABROAD?

At the moment we only ship to Spain. We are working on opening other stores for other countries.


4. MY ITEM HAS ARRIVED DAMAGED, WHAT CAN I DO?

If your item arrives broken or damaged, please contact our customer service team by email with a photo or video of the problem you have encountered and we will send you a new item immediately. If you do not receive a response from us within 24 hours (Monday to Friday), please check your spam folder as we respond to 100% of emails. Otherwise, please contact us by phone.


5. I ORDERED THE WRONG SIZE OF AN ITEM, CAN I MAKE A RETURN?

Yes, please contact us by email first to open a support ticket to validate your intention to return this item for exchange and to complete the return process.
Please see our returns and refunds policy.


6. I AM NOT SATISFIED WITH MY ORDER, CAN I GET A REFUND?

Of course, please contact us and we will inform you of the procedure. You have 14 days from receipt of the goods. Simply return the item to us and we will refund you. Please see our returns and refunds policy .


7. HOW CAN I CONTACT YOU?

We invite you to use our contact page , or our email contacto@ozayti.es .

We promise to respond by email within 24 hours Monday through Friday. If those channels are not convenient for you, you may contact us by phone.


8. CAN I TRUST YOU?

Yes, as proof, we accept payments via Visa, Mastercard, American Express and Paypal. These world leaders would not let us continue with our store if we had a high rate of dissatisfied customers.