FAQ

What can we help you with?

Shopping

Orders

If you’d like to make a change to your order, including your shipping address, send us an email at hello@otavo.ie as soon as you can! We’ll do our best to catch your order before it ships out.

We try to fulfill orders very quickly!

There’s only a short window of time for us to edit or cancel your order. E-mail hello@otavo.ie and we’ll do our best to work some magic for you.

You’ll receive a shipping confirmation with your tracking number as soon as your order ships out. Give that tracking number a few hours to update once you receive it, and then you can follow your order on it’s journey to you.

If you haven’ received your package after it has been marked delivered, follow these steps:
 
  • Double-check your shipping address on your order confirmation to ensure that it was shipped to the correct address.
  • Check your mailbox or anywhere else you receive mail. The shipping carrier may have left the package somewhere discreet to prevent it from being stolen.
  • Check with your neighbors, family, or roommate(s). They might have accepted the package for you.
  • Check for a notice of attempted delivery on your tracking link. This will have more information on the next steps you should take to receive your package.

If you have followed the above steps, please contact the shipping carrier with your tracking number to start a claim and e-mail us at hello@otavo.ie and we’ll help track it down!

Once your items are shipped, Otavo is not liable for lost or stolen packages. If your tracking number shows that your package was delivered but you did not receive it, please contact the shipping carrier with your tracking number for more information.

If your order has been returned to Otavo, it’s likely to be for one of the following reasons:
 
  • The delivery address was incomplete (e.g. misspelled or missing information).
  • Our shipping partner was unable to access the address after several attempts.
  • The order was not collected from the pickup point after it being delivered.
  • The package was refused.
If your shipment is “returned to sender”, we recommend emailing us to verify your shipping address and have your order reshipped. Please kindly note that we may not be able to reship your order if an item is out of stock.

No, you can shop on the site as a guest, and checkout without having an account.

All you need to do is add things to your basket, click checkout, and supply your payment and delivery information.

Yes, we are launching with a select number of products, but will be adding more products every week.

We will be expanding the categories and products on a regular basis.

To be kept up to date why not join our mailing list.

Payment

We accept all major credit and debit cards including VISA, VISA Electron, Mastercard, Maestro and American Express. We also accept PayPal, Google Pay and Apple Pay payments.

When you are ready to proceed to the checkout, follow the steps given so that we can confirm all your details, including payment authorisation. We will then acknowledge your order by email.

If you have checked the details you have entered and your billing address details match with those your card is registered to, then you should contact your card issuer or bank to find out why the transaction has been declined. Our Payment Partners (Stripe/PayPal) will only decline the transaction on the advice of the issuing bank, and we are unable to provide any details or reasons for this happening.

We here at Otavo never see your payment information, all payments are handled by either Stripe or PayPal, at no point in the order process are your credit or debit card details shown to or stored by Otavo.

Payment information is processed securely by either Stripe or PayPal (depending on which you have chosen during the checkout process). No card details are transferred to or held by Otavo. All transactions take place via encrypted connections secured with the latest industry standard security protocols.

Shipping

We ship with DPD and An Post, all packages are shipped via trackable means, to help avoid lost packages.

We don’t offer expedited shipping at this time, but if you want to peer into the crystal ball to see when your order will arrive:

Otavo currently ships within Ireland and Europe, but we hope to expand to other countries soon! Please note that outbound shipping on all orders is non-refundable. 

Once you place your order, it’ll process within 1 business day, orders placed before 12pm should ship on that day (Monday – Friday, orders placed at the weekend or on public holidays will be processed on the next business day).

From there we’ll ship it out and send you your tracking number once it’s out the door. Give your tracking number a few hours to update once you receive it, and then wait patiently for your order to arrive!

General FAQs

Otavo is based in county Waterford, Ireland. 

Our name stands for:

Olfactory – Tactile – Aural – Visual – Oral

Which are 5 of the 8 sensory senses, and tie in perfectly to who we are and who we are here for. 

Check out our about page for more info.

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