FAQ's

General Information

Q: Can I return a product?
A: If you want to return a product, please refer to our refund and exchange policy for details.

Q: How do I contact customer service?
A: If you have question regarding our online shop (ordering, account questions, technical issues), please contact support@osisikatako.com. You can also reach us here. 

Q: Can I cancel my order?
A: If you want to cancel your order, please contact support@osisikatako.com. If the order has already been processed, Osisi ati Katako cannot guarantee a cancellation will be processed. 

Q: What should I do if my payment is not accepted?
A: Please wait some time and try to process again. If the payment is still not accepted, please verify your account details or use an alternate form of payment.

Q: I ordered the wrong size / product. Can I change this?
A: Once an order is placed it cannot be changed or modified. As long as the order has not been processed or shipped, we can cancel the order and full refund will be issued.  

How Do I Care For My Garments?

  • Turn garment inside out. Machine wash cold. Use gentle cycle.

  • Do not iron printed or embroidered areas.

  • Avoid drying your garments on high heat, as this type of drying can be damaging. If you must use a dryer, tumble dry on low heat setting for preservation and a long garment life.

Tracking and Shipping

Q: Can I track my order?
A: We will send you tracking once your order ships. Please keep this information for your records. Once you have your tracking number please enter here for the most up to date information. Please note that Osisi ati Katako cannot provide additional shipping information beyond what's provided through tracking numbers once it is in the carriers possession. Once an item is in transit, there is no action we can take to expedite the delivery process. 

Q: How long will it take to receive my order?
A: Shipping times are only an estimate and cannot be guaranteed due to delays beyond our control as a result of the impact of COVID 19 on all shipping companies. Click here for our shipping policy. 

Q: I never received my order. What do I do now?
A: If you believe your package has been lost or stolen, it is the customers responsibility to file a claim with the shipping carrier. Osisi ati Katako cannot be held responsible for any lost or stolen packages unless the loss is due to our personal negligence.