FAQ

ORDER & PRODUCT FAQ

I saw a piece of furniture in a magazine that I liked, how can I find more information on it?

If you know the name of the piece you can use our chat, contact us by email, phone or WhatsApp. You can also view our products page. You can also send us an email with the name, month, and page number of the magazine or a picture of the magazine page. Our team will try to help you with which information you have.

Where can I buy Ottiu products?

You can buy por pieces through our website or in our showrooms in London and Dubai. You can were they are in our contact page.

How do I place an order?

To order our exclusive pieces please send us an email to info@ottiu.com with your request. You can also contact us via phone ( +351 91 790 5846) or Whatsapp ( +351 91 790 5846).

Can the pieces be customized?

We customize all of our products in sizes, materials/finishes and colors. In some products there can be some strutural limitations to customizations. To know all the options please contact us by email, phone or WhatsApp.

PRICES & DISCOUNTS FAQ

What are my payment options?

You can pay by making a bank transfer in €uros, US dollars or GB Pounds. You can also pay by card but it depends on a case-by- case basis. You can contact us by email, phone or WhatsApp to know you best options.

Do you offer discounts for professionals?

We offers exceptional discounts for professionals, showrooms and contract/hospitality projects. To know your specif conditions contact us by email, phone or WhatsApp.

All the prices are ex-VAT?

VAT is not included in the price, this legal tax must be added. You can contact us by email, phone or WhatsApp to know more.

PRODUCTION & ORDER FAQ

Where are your headquarters based? And the production?

They are both located in Oporto, an historical city in the North of Portugal. Ottiu pieces are handmade in Oporto, in Portugal..

Do you keep stock?

We dont keep stock of our pieces. Generally, our pieces are produced upon request, so you will need to wait for the production time. However, we might be able to fulfill your order immediately if we have showroom or tradeshow pieces. You can contact us by email, phone or WhatsApp to know more.

How do I know if my order has been received?

After you made your order you will receive a confirmation by email with further details on how to proceed. To know more please contact us by email, phone or WhatsApp. The delivery time is not included.

What is the difference between “order date” and “ship date”?

‘Order date’ means the day that you have confirmed your order with the initial payment of 50% of the order value. ‘Ship date’ concerns to the day that your order has been shipped. You can contact us by email, phone or WhatsApp to know more.

What is the lead-time of production?

Production time is between 6 to 8 weeks. It may differ depending on the quantities and customizations made. The delivery time is not included.

What’s the lead-time for customized pieces?

The lead time for custom orders can vary between 10 and 12 weeks. For orders of numerous quantities Ottiu reserves the right to agree with costumer the production lead time.To know all the options please contact us by email, phone or WhatsApp. The delivery time is not included.

What is the status of my order? How do I track my order?

You can always check the status of your order by by email, phone or WhatsApp and we also provide details about updates like sending product photos. The delivery tracking can be made by the traking code we will provide if we manage the transportation. You can contact us by email, phone or WhatsApp to know more.

How can I be an agent or have your brand in my showroom?

You can contact us by email, phone or WhatsApp and we will proceed accordingly to your request.

SHIPMENT FAQ

Do you ship overseas?

Yes. we do! To know costs and timings you can contact us by email, phone or WhatsApp. The timings and values may vary because of quantities, weight, mean of transportation, etc. but we can give a reference value if you give us enough information.

Can I change or amend my order once it has been placed?

In case of your order is a custom piece once we start production it cannot be altered. For standard pieces it depends on a case-by- case basis. You should contact us by email, phone or WhatsApp and expose all the details on your request and it will be evaluated.

When does the production start?

After we confirm the initial payment of 50% of the order value.

How do I know that my order has been shipped?

A few days before shipping your order we will request you the balance payment and send pictures of the pieces. As soon as the pieces are shipped, we will inform you with all the details of the transportation company as well as the tracking info. If you arrange your own shipment we cant help you with that information. You can contact us by email, phone or WhatsApp to know more.

When will my order ship? When will it arrive?

Your order will be shipped once the production is complete and you have made the full payment. When the production is over we will send you the product photos before shipping. The delivery time depends on the shipping options you choose and on your location. You can contact us by email, phone or WhatsApp to know more.

Can I change my shipping address after my order has been dispatched?

Once the order has been dispatched we no longer can change the addressof delivery. All we can do is give you the contact details of the transportation company so, in case you would like to change your shipping address, you can contact them. This may bring extra costs that are not supported by us because where not included in the aproved proforma. You can contact us by email, phone or WhatsApp to know more.

Will I receive all the items in my order at the same time?

Usually we ship all pieces of the same order together. However, if you prefer, we can ship each one of them as soon as they are produced. This will add to more costs. To know this in further details you can contact us by email, phone or WhatsApp.

Is my package insured?

If you choose to take our help in transportation, we guarantee insurance by the transport company. However, if you choose to schedule it yourself, we strongly advise you to get insurance. You can contact us by email, phone or WhatsApp to know more.

What happens if I am not in when the parcel arrives?

When your order it up to be dispatched, we will contact you with all the details you need. We will also ask you for a contact of a second person. If you aren’t in when the parcel arrives this person will be contacted. You can contact us by email, phone or WhatsApp to know more.

WARANTIES & POST SALES FAQ

What is your return/exchange policy?

If you have a piece that you need to return/exchange first you need to emails or phone us to inform us about the issues. You will need to give us photos and/or videos or the damaged piece(s). After that we will arrange so that the matter is resolved according to each case. We dont accept returns without previous contact and if this happens they will be refused at the customer’s expense. You can contact us by email, phone or WhatsApp to know more.

How do you proceed if the pieces arrive damaged to the final destination?

All our pieces leave our factory in perfect condition and perfectly packed, and before that we send you pictures of them. We are not responsible for loss or damage in transit. If a visible or concealed damage occurs in transit, please notify immediately the delivering carrier with a file notification of claim intention. Please note: Failure to report concealed damage within fifteen days of receipt will result in the denial of your claim. Any damage should also be communicated to Ottiu during the first 48 hours after receiving the order; photographic evidence of the damages should be sent by email to info@ottiu.com. You can contact us by email, phone or WhatsApp to know more.

Do you offer a repairs service?

If the product is correctly used and gets damage with no fault of the way it is used, we will activate the waranty and repair it. You can contact us by email, phone or WhatsApp to know more.

DATA & MARKETING FAQ

How can I get updates on your products or campaigns?

By subscribing our newsletter, you will receive all of our novelties and special promotions. You can subscribe on the footer of our website.

How can I be removed from your mailing list?

You can unsubscribe in the bottom of any newsletter we send or can ask to be remove by email, phone or WhatsApp.

Is my personal information kept private?

Yes. All of GDPR are abided and we dont share our info with partners. You info will only be kept by Emotional Brands for the use that was authorized. You can know more by email, phone or WhatsApp.

Color Disclaimer

We try present our colors and/or finishes as closely possible to the final product, but with variations in screen monitors and digital the representation is not always 100% accurate. Because of that we can’t guarantee an exact match in colors and finishes shown on our website and brochures to the final product. Even with samples colors may vary in different batches.

FAQ