Frequently Asked Questions

Yes, the order can be sent to a different address than the billing address. After entering your billing address at checkout, you can enter a new shipping address

When your order is shipped, you will receive an E-mail confirmation with the tracking number.

When the order is shipped, the tracking number will be automatically displayed on your order page. Please wait patiently as some delays may occur.

All orders take 1-3 business days to handle. It might take longer during high volume season. Please contact us if you have any question via [email protected].

Shipping methods we use: POST, E-POST first class, FedEx, UPS, DHL, SF-Express, etc. We have our warehouses in United Kingdom, United States, Japan, and Canada, based on different orders, we will use different logistics methods. All business days listed are Monday-Friday, excludes US Holidays. If you have any problems, please contact [email protected].

We ship to The United States, Canada, Mexico, Germany, France, Italy, Ukraine, New Zealand, Japan, Spain, the United Kingdom, Hong Kong, mainland China, Taiwan, Australia, Norway, South Korea, Netherlands, Finland.

The carriers chosen will be determined by the shipping address provided. We will match the optional carriers to guarantee efficiency.

Yes, you can cancel your order online before payment. But we cannot make any changes to an order after it has been placed, If you want to cancel the order, please contact [email protected] to complete the process.

Yes, you could use debit CARDS with a Visa or MasterCard logo.

Yes, you could pay for your order via PayPal, please select “PayPal” at checkout and follow the instructions to login via PayPal.

The tax shown on your order is approximate. The actual taxes deducted from your credit card will reflect applicable state and local sales taxes, and will be determined when your order is shipped.

Does the address you entered match the file address of the credit card company? Any question, please contact our customer service center at [email protected].

We accept Visa, MasterCard, American Express, Google Pay, Apple Pay, Shop Pay and PayPal for purchases.

Sometimes, a credit/debit card statement contains two transactions, but this is only temporary. A credit/debit card fee for holding funds temporarily will be charged upon purchase. This is actually not the cost of your card. When the order is issued, this authorization becomes approved and charged to your account. Authorization drops within 72 hours of your order.

For security reasons, we may pre-authorize $1 to verify your billing address and credit/debit card information. If successful, we will collect the full purchase amount (plus sales tax and freight) after your order is shipped. If this $1 pre-authorization fails, we will not authorize your purchase. Pre-authorization of $1 will be deducted from your account within 2-3 business days.

100% Guaranteed Returns

We guarantee your total satisfaction and offer a world-class return(s) policy. New, unused item can be returned for a full refund within 30 days of receipt, and before return, please make sure the item(s) meet the return conditions:

Unwashed
Unworn
Original tags still attached
In the original packaging
There will be no refund for any used or merchandise that was not returned in its original packaging & condition. If items get damaged during transit we will not be held responsible.

There will be no refund for any merchandise that was used or not returned in its original packaging & condition. If items get damaged during transit, we will not be held responsible.

Note: If the return or replacement is not caused by quality problems, the buyer shall bear the return freight.

Sometimes you need to exchange an item for something else—it happens. You can feel free to contact us and we will help you solve it.

The submission and use of this website shall only apply to persons over the age of 13 and persons who may form a legally binding agreement under applicable laws. Although users of all ages are welcome to visit this website, this website is not suitable for children under 13 years old. Children under 13 years old are not allowed to submit any personal identification information through this website. In addition, you can only set up an account if you are 18 or older. To buy products/services from the site, and to access/use certain features on the site, you may need to create and use an account. In addition to your name and contact information, you may also need to submit a valid credit card number, billing address and associated billing information associated with your account. When you register an account, you must:

(i) provide accurate and true information.

(ii) update such information from time to time as required to keep your registration information up-to-date and accurate. By establishing an account, you declare and guarantee that you have the right and authority to provide the information you provide when you register the account. You are responsible for maintaining the confidentiality of account information and passwords and restricting access to such information and computers. All activities under your account or password are your responsibility.

1. If you haven't register, please register first.
2. If you are a repeat customer, click the “My account” button and enter your account and password. 

On the “My Account” page, click “Forgot Your Password?” under login. A new window will be opened, follow the instructions, and create a new password via the email sent to you.

Login your account and click on the “Stored Payment Methods” tab at the left of the screen, then you can update your payment information.

OTOIOE ORIGIN

OTOIOE, founded in 2016 by Zang Donnie, is a brand focusing on producing and selling fashionable and affordable sweaters . How to be at the forefront of the times and keep moving? Original, Topmost, Optimistic, Impressive, Outstanding and Environmental , which also come as OTOIOE. To know about OTOIOE, please click "ABOUT US"

After washing our sweaters, sometimes, it may lose its fluffiness.⁠ Here is the process of how to make it fluffy again. ⁠- Put the wet sweater in the dryer on low heat.⁠ - Add three or more clean tennis balls.⁠ -Let the program run until it has dried completely. - Hang it properly in your closet instead of folding it.⁠ When the weather turns warm, we need to keep our down jacket well to prolong its service life. - Please completely clean your down jacket before storing it for months. ⁠- Be sure all pockets are empty and all zippers, Velcro, and snaps are fastened.⁠ - Keep your sweater hang in the closet freely where away from moisture.⁠ Let it breathe.

In order to get updates on our products, you need to click the Subscribe button at the bottom of our homepage . For any changes, clicking on the “unsubscribe” hyperlink attached in the promotional email sent to you. If you have not signed up an account but have already registered our email list, you may change your email preferences by clicking the unsubscribe hyperlink attached in the promotional email sent to you. Please note that personal information is removed from our database or “opt out”.

We recommend hand washing in warm water more, cause it can be safer. But it's OK to use a washing machine on a gentle cool cycle in most conditions.
⁠- Please don't use fabric softener or bleach which may do harm to the fabric.⁠
- Wash our sweaters a few times each season can be enough. When it's stained with oil or a large area of dirt, it's time to wash it.
- Always remember to take all your stuff out of your pockets !

All products, services, functions and contents available on or through this website, including but not limited to the price and availability of such products and services, may be changed and terminated at any time without prior notice. Receipt of order confirmation by E-mail does not constitute acceptance of an order or confirmation or offer for sale. All orders are reviewed and approved by OTOIOE. If OTOIOE chooses to accept the order, such acceptance will be considered at shipment time. We reserve the right to limit the order quantity of any item and/or deny service to any customer for any reason prohibited by law without prior notice.

You agree to take the risk of using this website. This website is provided on an “as is” or “as is” basis without any form of guarantee. All warranties, express and implied, including, but not limited to, warranties of merchantability, fitness for a particular purpose, and non-infringement of title, are expressly disregarded to the maximum extent permitted by law. To the maximum extent permitted by law, OTOIOE does not give any warranty as to the safety, reliability, timeliness, accuracy and performance of this website. To the maximum extent permitted by law, the website shall not provide any guarantee for other services or commodities provided by third parties, received or accessed through the website through advertisements on the website or through any links on the website. The OTOIOE  area assumes no warranty, to the maximum extent permitted by law, for viruses or other harmful components associated with the site. Some jurisdictions do not allow the exemption of implied warranties. In such jurisdictions, some of the above disclaimers may not apply to you as long as they are related to the implied warranty.

The above disclaimer applies only to your use of this website and does not apply to OTOIOE products.

This website is protected to the maximum extent permitted by copyright and intellectual property laws and international treaties. All content displayed on or through the site, including but not limited to video, photographs, blogs, BBS, product descriptions, data sheets, and frequently asked questions are exclusively owned and/or potentially available by OTOIOE and/or its affiliates and/or suppliers, protected by copyright laws or international conventions or other laws.

This website may not be used for any commercial purpose, including the promotion or advertising of any goods, services or opportunity, you may not use this web site for other visitors to the site or user access or its members, subscribe or register with any commercial online service or other organization, and/or collect or store personal data or trying to collect or store personal data on this web site to other users.

You acknowledge that you are responsible for any information, profile, message, text, document, image, photo, video, music, voice or other content or material (” user content “) that you submit, upload, publish or otherwise provide. Provide to OTOIOE or its vendors via site or otherwise (” submit content “), including user content that you agree to allow to be used on third-party company sites, such as Instagram, Twitter, Facebook, Vine, Pinterest and Google+, associated with OTOIOE related tags, including #neverstopexploring and #thermoball. Such submissions can be used on websites and/or other OTOIOE marketing materials, including email, social media and store signage. If you are 18 or older, you can only submit submissions. If you use OTOIOE to select your submission, other users as well as your name and related Instagram, Twitter, Facebook or Vine (if applicable) profile information (such as your handle and profile picture) may be displayed. OTOIOE is not obligated to show, show or use any submissions, but can decide for itself.

Any submissions will be considered unclassified. Unless otherwise specified in this article, any submissions will also be considered non-exclusive. By submitting, you hereby grant, and you declare and ensure you have the right to grant OTOIOE, its affiliated entities, the suppliers and the licensee nonproprietary, royalty-free, worldwide, permanent, transferable, irrevocable and completely can the right to license and use, copy, modify, adapt, publish, sell, transfer, translate, create derivative works, distribute, perform and display any license submitted, as well as your name, sets, Twitter or Vine handles, Facebook ID, profile pictures, pictures, images, comments, post, statement or other information, In any manner, and in any and all distribution channels, venues, forms, media or technology, whether now known or later developed, individually or as part of other works, without notice or any compensation. You also acknowledge that your submission may not be returned and that we may use your submission and any ideas, concepts or knowledge contained therein for any purpose, including but not limited to the development, manufacture, distribution and marketing of the product. Under the license granted in these terms of use, you retain ownership of any copyright and publicity rights you submit. Manufacture, distribute and market products. Under the license granted in these terms of use, you retain ownership of any copyright and publicity rights you submit. Manufacture, distribute and market products. Under the license granted in these terms of use, you retain ownership of any copyright and publicity rights you submit.

If you submit the submission, you declare and guarantee that you own or otherwise control any rights and any and all elements you submit; You have the rights to any and all third parties present in such submissions to grant and as part of the license contained in this terms of use for the names, images or similarities of these third parties and any other third party owned elements. What you submit; And your submissions will not infringe or infringe any third party’s rights, including but not limited to copyright, trademark, disclosure/privacy, patents, trade secrets or confidentiality. You further represent and warrant that your submissions comply with all applicable laws, rules and regulations and any third-party agreements you may be subject to, including Instagram, Twitter, Facebook, Vine,

You further declare and guarantee that your submission does not constitute or contain software viruses, commercial requests, chain letters, mass emails or any form of “spam.” You shall not use a false email address, impersonate any person or entity, or otherwise mislead any source of submissions by OTOIOE. You agree to compensate OTOIOE, our supplier, including OTOIOE, Inc. , and Instagram, LLC, Twitter Inc., Facebook, Inc., Vine Labs, Inc., Pinterest, Inc. And third parties like Google Inc. Our any individual or their respective parents, affiliated company, the licensee and licensor, and our or their respective officers, directors, employees, successors, agents and the assignee, caused by all submitted for any use or related claims, including but not limited to, the copyright or trademark infringement, misappropriation, invasion of privacy, defamation, fuzzy, rights of publicity and/or any modification, edit, deformation, distortion, illusion, error copying, imaginary or use in any composites all claims caused by you or any other people or the name of the entity, sets, The form of Twitter or Vine handles, Facebook ID, profile pictures, images, portraits, comments, posts, statements or other information and/or submissions; Or (b) you have violated or alleged to have violated any of these terms of use or applicable law. The above indemnity clause does not apply to OTOIOE’s own negligence or wilful act. Edit, deform, distort, hallucinate, misreproduce, make up or use the name of you or any other person or entity, Instagram, Twitter or Vine handle, Facebook ID, profile picture, image, portrait, comment, post any composite form, statement or other information and/or submission; Or (1) you have violated or alleged to have violated any of these terms of use or applicable law. The above indemnity clause does not apply to OTOIOE’s own negligence or wilful act. Edit, deform, distort, hallucinate, misreproduce, make up or use the name of you or any other person or entity, Instagram, Twitter or Vine handle, Facebook ID, profile picture, image, portrait, comment, post any composite form, statement or other information and/or submission; Or (2) you have violated or alleged to have violated any of these terms of use or applicable law. The above indemnity clause does not apply to OTOIOE’s own negligence or wilful act. Presentation or other information and/or submission; Or (3) you have violated or alleged to have violated any of these terms of use or applicable law. The above indemnity clause does not apply to OTOIOE’s own negligence or wilful act. Presentation or other information and/or submission; Or (4) you have violated or alleged to have violated any of these terms of use or applicable law. The above indemnity clause does not apply to OTOIOE’s own negligence or wilful act.

When you submit the submission, you acknowledge and agree that the submission will be non-exclusive (unless expressly provided herein) and non-confidential, available to the public and unrestricted by OTOIOE. You further irrevocably waive any “moral rights” or other rights in respect of the authorship or integrity of any submitted material that you present under any applicable law or any legal theory.

OTOIOE reserves the right to edit any submitted content at its sole discretion and chooses to include or exclude such submitted content on the site or otherwise use submitted content. This site may contain third party comments, statements and other content. OTOIOE is not responsible for screening, monitoring or validating such content, including its accuracy, reliability or compliance with copyright or other laws. Any comments, representations or other materials provided by third parties through this website are materials of such third parties rather than OTOIOE, including its licensor and/or supplier, and OTOIOE does not recognize any such comments, representations, or materials.

You acknowledge and agree that OTOIOE is not in control of any third part use (including but not limited to reposting) or any damage caused by misuse of any submitted content and shall not be held liable.

Last updated on Dec, 23, 2014

OTOIOE ® is the brand of YIWU BAOYUE IMP&EXP CO.LTD., through www.otoioe.com, visit its web site. Com (individually or collectively, “site”) gives you the following terms of use.

You agree to the following terms of use and privacy policies by accessing or using the site and services in any way or by agreeing to submit the content to otoioe as they may be updated and modified from time to time. In addition, you agree to abide by any published guidelines applicable to these services when using specific parts of the site, such as shopping, BBS, and viewing video. If you do not comply with any terms or conditions of use or privacy policy, you may not be able to use the site and you should not agree to submit content to otoioe. Please read these terms of use carefully as they contain important information about limitations of liability and dispute resolution through court arbitration.

Otoioe may amend these terms of use at any time without prior notice to take effect after Posting the updated terms to the website. Your continued use of this site means that you accept the updated terms of use. Otoioe has the right (but no obligation) to strictly enforce the terms of use through self-help, community audits, active investigations, lawsuits and prosecutions.

The trademark of OTOIOE shown on this website is the registered trademark of OTOIOE is the sole property of the company

You agree not to send any information or posts, emails or other means of submitting user content to OTOIOE :(I) illegal, harmful, threatening, abusive, harassing, defamatory, defamatory, invasion of privacy, or in any way harmful to minors; (ii) pornography or depicting actual sexual activity; (iii) harassment, insult, intimidation or hatred of individuals or groups based on religion, gender, sexual orientation, race, ethnicity, age or disability; (iv) impersonating any person or entity, including but not limited to the OTOIOE employee, or making false statements or otherwise misrepresenting your relationship with a person or entity; (v) includes personal or identifying information about another person provided without the person’s express consent; (vi) false, deceptive, misleading or deceptive; (vii) infringe any patents, trademarks, trade secrets, copyright or other proprietary rights of either party, or you have no right to submit them in accordance with any law or contract or trust relationship; (viii) form or contain “affiliate marketing”, “link recommendation code”, “spam”, “spam”, “chain letters”, “pyramid scheme” or unsolicited commercial; (ix) constitute or contain any form of advertising or solicitation that, if posted in the site area not designated for such purposes or emailed to OTOIOE users, may contact them for other services, products or commercial interests without written instructions; (x) publicize any illegal services; (xi) include software viruses or any other computer code, files or programs designed to interrupt, disrupt, or limit the functioning of any computer software or hardware or telecommunications equipment; (xii) discontinue the normal dialogue process by submitting excessive submissions to the site (flood attack) or otherwise negatively affecting the ability of other users to use the site; (xiii) use misleading email addresses, fake headers or other manipulative identifiers to mask the source of submitted content transmitted through the site. (xii) discontinue the normal dialogue process by submitting excessive submissions to the site (flood attack) or otherwise negatively affecting the ability of other users to use the site; (xiii) use misleading email addresses, fake headers or other manipulative identifiers to mask the source of submitted content transmitted through the site. (xii) discontinue the normal dialogue process by submitting excessive submissions to the site (flood attack) or otherwise negatively affecting the ability of other users to use the site; (xiii) use misleading email addresses, fake headers or other manipulative identifiers to mask the source of submitted content transmitted through the site.

In addition, you agree not to :(I) contact any person who asks not to be contacted, or proactively contact any person for any business purpose; (ii) to “track” or otherwise harass anyone through the website; (iii) collecting personal data of other users for commercial or illegal purposes; (iv) use automated means to download data from websites, including spiders, robots, crawlers, and data mining tools; (v) publishing irrelevant user content, repeatedly releasing the same or similar user content or otherwise imposing an unreasonable burden on our infrastructure; (vi) release any fraudulent events; Or (vii) attempt to access the OTOIOE computer system without authorization or engage in any activity that damages, reduces the quality of the website, interferes with the performance of the website or impairs the functionality of the website.

OTOIOE may reject, delete, modify, edit, or delete any submitted content at any time for any reason. OTOIOE may terminate your access to this site or your account for breach of these terms of use or for any other reason.

We have no intention of collecting personal information from anyone under the age of 13. If you are under the age of 13, you should not provide any personal information and you can only browse this website with the participation of your parents or guardians. If you are the parent or guardian of a child under the age of 13 and suspect that he or she has provided personal information on or through the site, please contact us for more information.

Any updates on the information can be effected in your personal account. ( My Account-View addresses-Edit) We strictly manage personal information received from customers in particular and take special care to prevent information leaks and other such incidents.

We will automatically collect and store certain other non-personal identity information when you interact with us. For example, we might collect your Internet protocol (IP) address and browser information, as well as reference site domain names, when you visit the site, and analyze this data for preferences, trends, and site usage statistics.

We may also use cookies, network beacons, and related technologies to gather information so that we can analyze and understand how the site is being used and enhance your access to the site. For example, we might use cookies and related techniques :(I) to customize the account page for you, (ii) to track user access and account functionality, (iii) to identify the most frequently requested or accessed features and pages, and (iv) to save passwords so that you do not have to provide a password each time you visit the site.

“Cookies” are small text files that websites send to a user’s hard drive through the browser for data storage. Most browsers automatically accept cookies but allow you to disable them. By disabling or otherwise denying cookies, you may not be able to take full advantage of all products on this site. We recommend that you “open” the Cookie so that we can provide a better shopping experience for you on this site.

We use third-party companies to provide Internet data hosting to help us measure and determine how visitors use our site and the effectiveness of our site and promotions to help us improve and optimize our site and the products and services we provide. We also use third-party companies to place ads (banners or links) on the Internet on our behalf. These companies use tracking technology (including cookies and pixel labels) to collect an identifying information about you visit our site and your interaction with our products and services, so that according to your interests and browse our website (marketing) provides customized ads on our behalf and on behalf of other advertisers on the Internet. We use third-party audience demographic data (such as age, gender, and interest) to better understand and advertise the audience visiting our site. We do not use or associate personal identity information with remarketing lists, cookies, data feeds, or other anonymous identifiers.

Our website does not currently have a mechanism for identifying “do not track” signals, but some third-party companies that use these cookies or beacons allow you to opt out of this advertising. If you want to choose not to receive this third part interest-based AD, you can get more information here. Please note that this does not mean that you do not receive our marketing information.

In addition, some of the email correspondence we send you may contain “click-back links” that link to specific pages on the site. By clicking on one of the urls, you will automatically enter our website, and we may collect information related to the “click”. You can avoid collecting this information by not clicking on the URL link in our email correspondence.

We can also use various retail analysis tools in our stores for operational and marketing purposes, such as measuring and analyzing traffic patterns. These tools can collect data from sensors, including cameras, smartphone detectors, wi-fi networks or other devices, to improve your in-store experience.

We may collect information about you from third party sources as well as those that are publicly available. For example, the information you submit in public BBS ( blogs, chat rooms, or social networking sites) can be read, collected, or used by us and others, and can be used to personalize your experience. You are responsible for selecting the information submitted in these instances. We may also receive demographic information about you from third parties to make our service and marketing efforts more efficient and customized.

Certain personal information is needed in order to provide outstanding products, services and experiences. They can be used to personalize your experience, analyze your preferences and shopping habits, trend analysis and statistics, and other legal business activities. We might display personal recommendations/comments on our website that are satisfactory to our customers. With your permission, we may publish your recommendation letter together with your name. If you want to update or delete your recommendation, you can contact us at [email protected].

We collect and store the information you provide us through our website, our store, our customer service representatives, events, mobile apps, marketing events (including contests, raffle events and third parties), or any other way we interact with you.

You may choose not to provide certain information, but you may not be able to take advantage of certain features of this site, our mobile applications or other services that we may provide. For example, you must provide certain personal information in order to place an order or register an account on or through this site.

We may require that some or all of the following types of personal information be collected and stored: name, billing address, shipping address, email address, phone number, financial and payment information, such as credit card number and expiration date, gender, personal interests, birthday, third party information you provide at the time of our shipment. We may also keep your interest and purchase records. If you use a login credential from a social networking site (such as Facebook, Pinterest or Twitter) to visit our site or mobile app, or you agree to associate your account with our social networking site, we may receive personal information about you from such a social networking site based on its terms of use and privacy policy

Your information security is of great importance to us. We have developed advanced security procedures and measures to protect servers and networks that store personal information. In order to protect your personal information :(I) Do not share your password or account information with others, (ii) Use a secure web browser (iii) Change your password regularly.

We will not sell, rent or share any of your personal information with third parties unless you agree or as stated in this privacy policy.

We may share personal information with certain third parties that represent our services. These third-party services may include: operating sites, hosting sites, providing products and services you request, authorization, and the processing of your payment, product performance, fraud protection and credit risk reduction, product customization, marketing and promotional material distribution, loyalty program management, sales promotion, web site evaluation, data analysis, and apply the data cleansing. These third parties have no right to use or disclose the personal information you provide to us on or through this website other than to perform the services we specify.

If the law requires us to disclose that personal information, we may share personal information with third parties. For example, we may be required to disclose personal information in response to subpoenas, court orders or other legal proceedings. We may also disclose this information at the request of law enforcement agencies, or we consider it necessary to investigate or resolve unlawful conduct or conduct that may endanger the health or safety of consumers or the public to verify or enforce compliance and the terms and policies of use or administration of our website, or provisions required or permitted by law. In addition, the personal information you provide us might as involving all or part of the otoioe ® merger or sale or as part of the company reorganization of assets transferred.