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Frequently Asked Questions

Shipping

Where do you ship from?

All items will be shipped from Singapore.

Where do you ship to?

Currently, we only ship our items to Singapore, but we are in the midst of planning for worldwide shipping in the future. If you are residing overseas and would like to purchase our product, please kindly reach to hello@omou-asia.com.

Where is the item manufactured in?

All OMOU products are made in Japan, Nagano Prefecture.

How long is the processing time?

1-3 working days are required for the processing and packing of the order. However, there will be a slight delay if the team experiences a high volume of orders.

How long is the delivery time?

It will take an average of 5-9 working days from the estimated shipping date provided.
*This excludes weekend and public holidays.

What is your return policy?

All OMOU items are non-refundable or exchangeable once they’ve been sold. Exchanges and refunds will not be given for items ordered in the wrong scent or quantity, Please kindly ensure your order has been reviewed before making payment. Unless the item you’ve received is defective or damaged, you may send your exchange request with supporting pictures to our support team within 7 days of receiving it.

If the team does not receive it within the given time frame, we will not proceed with the request. Please ensure that the product is new, unused, with no additional damage, and in the original box or packaging with no evidence of usage, alteration, or wear of any kind.

Please note that OMOU ASIA will not cover the cost of any return shipping.

Does the shipping cost include the customs, duties, or taxes for international orders?

For overseas orders, customs, duties, and tax fees are not included in the shipping cost. When placing orders outside of Singapore, the customer will be considered the importer of record and must comply with all applicable laws and regulations.

In the event if the orders are rejected at the residing country’s customs, OMOU ASIA is not responsible for it, and the cost of returning the orders to Singapore shall be borne by the customer. After deducting the return shipping fee, we will refund the remaining amount back to the customer.

Do you have next-day / same-day delivery?

Our team can offer same-day delivery, and the fare shall be borne by the customer. Please reach out to our team to make the arrangements.

I've made a mistake and need to change my shipping address. How do I do it?

Don’t worry! You can drop us an email at hello@omou-asia.com with your order details and the new shipping address before we fulfil your order.

How do I track my package?

You will receive a tracking number in a separate email from your confirmation email. Do drop us an email with your order number to our team if you have yet to receive them.

Orders & Payment

I haven’t received my order confirmation email, what should I do?

Do drop our team an email with your order number if you do not receive your confirmation email within 24 hours after your purchase.

What should I do if I receive the wrong product?

Please reach out to our team hello@omou-asia.com with attachment of images and order number. We will definitely look into this matter for you.

Can I choose the currency I pay in?

Currently we do not have a currency converter. All pricing listed on the website will be in Singaporean Dollars.

What forms of payment do you accept?

Currently, we only accept the following payment methods of

  • Paypal