HELP and FAQ's
Where does OTIS SKINCARE ship to?
We ship worldwide, with the exception of a few select countries. And if your order is over €50 we offer FREE SHIPPING. You can find more information on our Shipping & Delivery page.
Will there be customs charges?
Deliveries outside of France may be subject to customs, regulatory or legal restrictions. To comply with local legislation, you or the shipping recipient may be required to pay additional taxes, fees or levies, import duty or formal customs entry may apply. Unfortunately, we are unable to offer any assistance or advice if either issue arises, so it’s best to contact your local Customs Authority for more information.
Tell me about your shipping options
For delivery in France we offer two shipping speeds – Standard and Express - because sometimes you can wait and sometimes you can’t.
We currently only offer Express Shipping to addresses in France, but we’re working on bringing this option around the world.
If you need your delivery super quickly get in touch at contact@otisskincare and we’ll do everything we can to try to make it happen.
When will my order ship?
Here’s how it works: you order, we process, then we ship.
Once you’ve placed your order we will process it within one business day. Then one of our carriers takes it from there. You’ll get a shipment notification email with a tracking number as soon as your package is on it’s on the way!
In the unlikely event that we can’t fulfill any part of your order within 3 business days, we will notify you of options.
How long will it take to reach me?
Delivery to Europe and the USA
Delivery within 2-4 working days
Delivery to the Rest of the World
Delivery within 2-5 working days
You can find more detailed information on our Shipping & Delivery page.
What are your shipping costs?
Well the good news is that orders over €50 qualify for FREE SHIPPING WORLDWIDE.
For orders below €50 delivery charges vary depending on where we are shipping to:
Delivery to FRANCE
EXPRESS DELIVERY - Delivery the following working day
For orders over €50
For all other orders
Delivery to the UK - STANDARD DELIVERY
Delivery to the Rest of Europe - STANDARD DELIVERY
Delivery to the USA - STANDARD DELIVERY
Delivery to the Rest of the World - STANDARD DELIVERY
I’m having problems with the tracking.
Sorry about that! Sometimes the carrier takes 1-2 business days to register your shipment status. If your tracking number isn’t updating or working at all, please reach out to us as soon as you can at firstname.lastname@example.org and we’ll find out what’s happening.
How can I edit my shipping address?
If your order is shipping to an incorrect address, please email us at email@example.com and we’ll make the changes for you.
Where are my products shipped from?
All of our products are shipped from France. Our logistics centre is right by Charles De Gaulle Airport so we can have your products on their way to anywhere in the world in no time!
You can find more detailed information about delivery of your products on our Shipping & Delivery page.
How can I update my order?
Please email us at firstname.lastname@example.org as soon as possible if you would like to cancel or change your order. Our fulfillment center processes orders quickly, but we’ll do our best to process your request.
Can I use multiple promo codes at checkout?
You can only use one promo code per order.
Can I use a promo code on top of another promotion?
Yes, you can use a promotion code along with free shipping if your order is over €50.
What forms of payment do you accept?
We accept all major credit and debit cards - Visa, MasterCard, American Express, etc. In addition, we accept PayPal and Apple Pay. Unfortunately, we cannot accept checks or money orders.
How can I change the currency I am shopping in?
To change the currency that you’re shopping in, just click the little icon on the upper right corner of your screen and select the correct currency.
We process orders in Euros and the currency conversions provided on our website are approximations based on the most current exchange rates.
When will my credit card be charged?
Your credit card will be charged as soon as your order is accepted and processed.
Can I remove a saved payment method?
Of course! You can make this change on your Account page. If you need help, email us at email@example.com.
What can I do if my payment is declined?
Here are a few things to check if your payment didn’t go through:
- Check that your card’s billing details (such as the security code and billing address) match what you’ve entered into our system.
Is your card expired?
Your card issuer may have declined your payment. They don’t tell us the reason for this, so it’s best to check with them before trying your card again. If none of these apply, please contact us at firstname.lastname@example.org. We’ll be happy to help!
Returns & Exchanges
What’s your return policy?
We hope that you will be delighted with your OTIS SKINCARE products. However, if for any reason you are not completely satisfied we are happy to offer a refund, exchange or replacement on all goods returned to us within 14 days of your receipt of goods, provided they are in their original, unopened, unused and undamaged condition. We will consider the condition of the goods being returned when making a refund.
How do I place a return or exchange?
Please reach out to us at email@example.com with your order number and the products you'd like to exchange or return, and we'll take care of the rest.
You will be refunded in full to your original form of payment. Please note, your original shipping charges are not refunded.
You can find more details on our Return Policy page.
How long does it take to process a return?
Credit card refunds usually take 5-10 business days to appear on your statement.
What should I do if I receive the wrong product?
If you received a product different from the one that you ordered, we’re really sorry about that. Please contact us at firstname.lastname@example.org and we’ll be sure to send you the OTIS SKINCARE product that you ordered.
How can I find out more information about a product or ingredient?
You can learn all about our products and ingredients on the individual product pages. If you have any other questions, let us know by emailing email@example.com. We love to hear from our customers and will be very happy to help!
What skin types are your products suitable for?
Our products are appropriate for all skin types (even sensitive skins): they are dermatologist tested, hypoallergenic and non-irritating, and all have undergone and passed the rigorous European Cosmetic Regulations.
Do you test on animals?
How long will a product last?
If the product is unopened then it will remain in excellent condition for up to five years. After opening, we recommend that you use them within 12 months.
When is the next product launching?
I have a question and I want to talk to a person about it.
To ask anything and get a quick, personal reply, email us at firstname.lastname@example.org. Don’t worry—we check our emails constantly.
Do you sell products locally?
Yes. Please see our stockists page to find a store near you who carries our products. We are adding new ones all the time.
If you know of a store who should carry our products, please have them contact us.