At OTWOO.ME, giving our customers an extraordinary experience is first and foremost in everything we do. We are more than happy to assist you with product purchases, provide you with tips and techniques, and answer any questions you may have.

General F.A.Qs

Where is OTWOO.ME based?

We’re proud to say that OTWOO.ME has 2 bases now 

First is in Los Angeles, California! 

and the second office is based in Dubai, UAE (Main Office)

Is OTWOO.ME Cruelty Free?

Yes, please feel at ease when using OTWOO.ME products as we do not test on animals. We also do not work with any manufacturers that do animal testing. None of our raw materials or finished products are tested on animals. Products have only been tested on Humans 😉

Does OTWOO.ME adhere to labor standards when it comes to children?

Yes, please feel at ease when using OTWOO.ME products as we do not test on animals. We also do not work with any manufacturers that do animal testing. None of our raw materials or finished products are tested on animals. Products have only been tested on Humans 😉

How do I create an account?

You can create an account here:

My account

If you’ve already made a purchase, be sure to use the same email address when setting up your account so that you can see your previous orders.

Do I need to have an account to make an order online?

No, you do not as you can place an order as a guest. However, we highly recommend that you do create a OTWOO.ME account.

Not only will you be able to rate and review products, but also you can accumulate reward points and obtain discounts on future purchases. After all, shopping more for less is always fun!

In addition, You can simple create an account with the information you add in the check-out page. Just check box (create an account)

What are the benefits of signing up for OTWOO.ME account?

Signing up for a OTWOO.ME account will give you substantial benefits and give you a superior experience while shopping. You can:
– Track all past and present orders at any time in one place!

– Receive notifications as soon as your favourite products are back in stock!

– Rate and review products and earn reward points!

– Accumulate reward points and receive discounts on future purchases!

I am having problems logging into my account

If you receive a message stating that your email address/password is not recognized – please follow the steps below:

– Please clear your cache and browser history.

– Close and open a new browser.

– Make sure you are using the same email address and password you registered with.

– If you are unable to recall your password, click on “forgot your password?” link on the page. You will be prompted to enter your email address and a link will be sent to you to create a new password for your account

If you enter your password incorrectly three times, your account will be locked for 30 minutes. You will need to close and open a new browser after 30 minutes to re-sign in. If you continue to experience problems, please contact us with the details and screenshots of the error.

Where do I enter the discount code?

If you have a promo code for a discount, you may only enter it from the checkout page.

Why was my discount code not accepted?

Discount codes are only valid on full priced items and cannot be used on Sale, non-branded OTWOO.ME items or conjunction with any other code or promotional offer unless stated.

If you are still having problems with using your code please email our customer service team on Contact Us Page

How do I unsubscribe from emails?

In the footer of every email there’s an unsubscribe button. Click through there and confirm you would like to unsubscribe. We’ll miss you.


I made a mistake on my shipping address, can I change it?

We know how exciting it is to receive orders on time. Please contact us immediately with your order number, and the address to be delivered to. The more information you provide, the sooner we can try and change your information.

Although we cannot guarantee that we’ll catch your order in time before it enters processing, we will try our absolute best to make the requested changes.

Make sure you enter ‘Urgent: Change Order Details’ in the subject line. Any amendments may cause delay in the delivery of your order.

Upon emailing us with a change of shipping address please keep in mind that your order may already have been dispatched, so be as careful as possible to provide the correct information when placing your order. In this case, we’re not able to send you another one so it’s best to contact the postal service.

Will I get a tracking number after making an order?

Yes! all orders will include tracking number. It will automatically be sent to your email you provide us with during checkout, you can track your order directly at our site by clicking Track your order page

If you received a shipping confirmation email with your tracking number, it means that your order has been shipped. Tracking numbers can take 5-9 business days to update depending on the shipping carrier. This is usually due to the high volume of dispatches on our warehouses every day.

Can I ship the products to an address that is different from my billing address?

Yes, definitely! You can do so by filling in your address as the ‘billing address’ and the address you wish to ship your order to, as the ‘shipping address’.

How do I track my order?

As soon as your package is shipped, you may receive an email notification confirming the shipment. The email will provide you with the tracking number for your package and a link to the shipping carrier’s website.

If there is a problem with your tracking number or package delivery, please contact the courier directly prior to contacting us. Please allow 1 – 4 days for the tracking information to show. In some rare case, the tracking information may not update but you will still receive your order. Please contact us after the estimated delivery time. You can also track your order by clicking Track your order page

My tracking information shows my package was delivered, but I haven't received it. What do I do?

We’re very sorry to hear that you haven’t received your package yet. When the tracking information indicates that the package was delivered, this means it was delivered to the shipping address provided to us at check-out. Please review the options below as it may help with locating your package.

  1. Double check your shipping address.

We recommend to double check the shipping address you checked out with to ensure it was input as intended. Make sure that the home number and unit number (if applicable) are correct.

You can check the shipping address that was provided to us at check-out by following the steps below:

  1. Login to your OTWOO.ME account.
  2. Click on the order that you have not received.
  3. Review the shipping information to ensure the address provided is correct.

Kindly note, in the instance that an incorrect shipping address was provided to us, OTWOO.ME cannot be held accountable for mis-delivered packages. Customers are responsible for ensuring that all information provided to us at check-out is correct. If you believe your package was delivered to an incorrect address, please try to get in touch with the residents of that address to see if they can accept the package on your behalf.

Otherwise, keep an eye on the tracking information provided to see if it updates to show the package is being returned to sender. If this is the case, please contact us with your order number and we’ll be happy to ship you out another set to your intended address.

  1. Check with your household members and your neighbors.

When a package is delivered, most carriers will simply deliver it to the address provided on the shipping label, and not necessarily to the recipient listed. Therefore, please check with your household members as there is a chance someone else may have accepted the package on your behalf.

We also recommend to check with your neighbors to see if anyone has accepted the package for you.

  1. Check your mailbox and any safe drop areas around the parameters of your home.

In most cases, the carrier will specify on your tracking link where the package was delivered to (a mailbox, the front door, etc). We still recommend, however, to check all possible areas as to where it could have been delivered to in order to rule out the other options. Please check your mailbox and any safe drop areas around the parameters of your home.

What does safe drop mean? Safe drop refers to any locations around your household premises where your package may be deemed better hidden from passersby by the individual delivering your package. Please check around your porch, near your garage, and backyard entrance to see if the package is there.

  1. For businesses – check with the security guard, mailroom, and front desk.

If your shipping address is to a business, there’s a very good chance it was delivered to somewhere and/or someone else, especially if it is a large building with multiple different businesses. Please check with your mail room, front desk, and security guard to see if anyone has accepted the package for you.

  1. For apartment buildings – check with security or front desk/concierge.

In many instances for apartment buildings, the package will be delivered not to your front door, but to concierge or security. Please check with your building’s front desk or management office to inquire if they have received your package.

  1. Contact your local post offices.

There’s a chance that your package may have been held at one of your local post offices instead, despite the tracking showing as being ‘Delivered’. We recommend to contact your local post offices of the carrier used to ship your products to inquire if they’re holding your package. Be sure you’re contacting the number of that exact post office, and not the general support line of the carrier.

USPS: 1-800-275-8777

Press 0 , then 0, then press 5, then 5, then 2

UPS: 1-800-742-5877

Press 0 at each prompt, ignoring messages

  1. Wait 24-48 hours for your package to deliver.

On rare occasions, the carrier may mark the package as being delivered earlier than it actually is. Please wait 24-48 hours for your package to deliver or for the carrier to issue another update.

If you have done all of the above and still do not have your package, please contact us with your order number and we’ll be happy to help you further.

Please note: We cannot be held accountable for packages where tracking information states the package has been delivered to your order address.

If you have previously experienced lost or stolen packages where you reside, we encourage you to instead have your package delivered to a work address to ensure that you receive it safe and sound.

I think my package was lost or stolen. What do I do now?

OTWOO.ME is not responsible for lost or stolen packages. The carrier will generally determine if your order can be left in a safe secure place at your delivery address.

Do I have to pay taxes, customs, or duties on my order?

All customers are responsible to pay any applicable inbound duties, taxes, and any other fees which your local Customs authority deems appropriate. These fees are paid to your local carrier or government and are not collected by OTWOO.ME, and thus cannot be refunded.

We ship international packages DDU (duties and taxes unpaid), meaning that these fees are not included in the price of the goods you purchase from our website. All applicable fees must be paid by the recipient in order to receive the parcel. As we are unable to advise the amount of what these fees might be, we recommend to contact your country’s customs office or tax agent for respective charges and rates on a package coming outside of your country.

How long does shipping take?

The speed of receiving your order can vary on a few things such as your shipping method choice and the location your order is being shipped to. We offer several different methods of shipping. Each shipping method has its own handling time/benefits that you may compare on our shipping page.

I need to get in contact with the courier. What is their phone number?

 USPS: 1-800-275-8777

Press 0 , then 0, then press 5, then 5, then 2

UPS: 1-800-742-5877

Press 0 at each prompt, ignoring messages

How much does OTWOO.ME charge for shipping?

We proudly provide a first class international shipping on all order(s) with the lowest flat rate of $5.95!

In addition, customers who has an order that’s worth more than $40 will receive a FREE first class shipping worldwide!

Where does OTWOO.ME ship from?

We ship from multiple warehouse which allows us to ship worldwide!

Our future plans include opening more warehouses in the US to get faster shipping times and lower the price of shipping for US residents so you can expect your products at your door within 3 days.


How do I place my order online?

You should first know what product are you willing to buy. After that go to that product page and follow the steps:

Step 1: Click the “Add to cart” button on the products you wish to purchase and they will be added to your shopping bag. The shopping bag will popup (if the cart did not open you can click on your shopping bag in the top right corner of the page and it will show) with the total amount to pay and checkout button.

Step 2: Now you can either “Continue shopping” or click on the “Checkout” button to proceed to checkout.

Step 3: Click “Checkout” or “Express Checkout with PayPal” by clicking on one of those buttons you will be redirected to the checkout page, while there you need to complete all details requested from you on the form including shipping address, billing address and add a form of payment. You will have an option to open a OTWOO.ME account and benefit from discounts, newsletters and new product and service release. Members-only coupons/offers, but also you can accumulate reward points and obtain credit on current orders.

Step 4: Once the order is placed, you will see a confirmation page with an order number. Also, we will send you an email confirming your order within seconds. If you haven’t received that email please check in spam folder and verify the email address you typed on the order confirmation page so we can contact you in any case.

Step 5: Shipments will be dispatched from our warehouse within 1-4 business days (excluding pre-order and backorder items purchased) . You will receive immediately as your order dispatched a valid tracking number that will show record within 48 hours on the tracking link attached in that email. if in any case your order is delayed more than that you can reach our customer service team by clicking here.

Can I buy multiple products in a single order?

Sure you can! Just add all the products you wish to buy on to your shopping bag and then click on the “Checkout” button located inside the cart.

Go to cart by clicking on the top right bag icon and scroll down to checkout. This way you can save on any additional items and save time.

Can I cancel my order?

OTWOO.ME order process is automated to distribute products quickly and accurately. We apologize but once the order has been placed it can NOT be cancelled. 

We receive a lot of orders and we are unable to go though them individually as this will cause delays to all other orders. Please review your items before completing your orders.

I am facing problems ordering through my mobile device.

OTWOO.ME is compatible on most mobile devices and browsers. We suggest restarting the browser and clearing the cache. If you continue to face problems, please send a screenshot of the error to us by clicking here and we will assist you.

My order is partly fulfilled. What does this mean?

Don’t worry! This is a completely normal situation. This just means that different items of your order may have simply been shipped from our different warehouse locations or have a delay due to pre-order, sale items or back-order products need to be replaced on a weekly routine to keep the product quality fresh and non-expired.

I got an email saying that I have to verify my order details. What does that mean?

We have a very secure and smart payment system. If our system detects that your order is a potential risk of fraud, we will place your order on hold and reach out to you to verify the details of your order for the safety of our company and for the credit card holder. For example, if you are placing an order with a credit card that is issued in a different country than where you are placing the order from, our system will detect the difference in countries and your order will be flagged as a potential risk of fraud.

To verify these details, please simply respond to the email that was sent to you from a Support Representative at OTWOO.ME.

Will I receive my items in one package?

For logistical reasons, items in the same purchase will sometimes be sent in separate packages to ensure quality in packaging, even if you’ve specified combined shipping. Please keep this in mind when receiving deliveries.


How can I search for OTWOO.ME products?

Use our comprehensive Search feature located in the upper left corner of our site (in the menu if you are using Mobile) to find the exact product you are looking for. You can then browse through the results that fit your criteria. You can enter a product name, item number or any portion of the product description (color, finish, etc). You will then be able to browse through the results.

Can I test the products before buying them online?

As we are an online store, we do not have an option to test or see the products before purchasing them.

However, we do have a dedicated team of beauty experts that are ready to answer all your beauty questions.

May I buy products directly at your warehouse?

All purchases through OTWOO.ME will need to be made online.

Where can I find more information about OTWOO.ME product?

After you have found the product you were looking for, you can read about the benefits as well ingredients and tips on the product detail page.

There will be a brief description of the product, and as you scroll down the page there will be additional details highlighting the benefits as well as videos with tips and tricks when available.

The product I’m looking for is no longer available 🙁

Our website carries a large assortment of products. Many of our products are seasonal exclusives and once they are out of stock they will most likely not return. Occasionally an item in our standard selection may be temporarily out of stock.

We recommend that you check back on a weekly basis to see which items are back in stock. Our website may contain inaccuracies that relate to availability. These occasions can cause an item or order to be cancelled. We apologize for any inconvenience. At this time, we do not have a backorder system.

Will you have more designs, styles, and products often?

Yes, we will be releasing more styles and products by time! OTWOO.ME is passionate about making things easier for you especially when it comes to finding affordable, cruelty-free and high-quality products.

We target only the latest trendy products and tailor it just for you so you won’t waste your time searching for other products when you can find all of it here. Be sure to follow us on InstagramFacebookTwitter and Pinterest with enabled notifications for sales and new arrivals.

Why does my product look different than the photos online?

The swatches on our website represent our colors as close as possible, however the actual color may appear different on everyone.

The results of our colors may vary because they are dependent on a number of factors, including: monitor resolution and color settings, camera settings, lighting, skin tone, etc.


Accordion Panel

YES! For our promotional item(s), all you have to pay is the shipping fee. The price of the item itself is $0.00. There will be no other additional cost besides the shipping fee.

I recently purchased an item online and now it’s discounted. Can I get the discounted price?

Pricing on the website is subject to change without notice. Orders placed before promotions are not eligible to receive new promotions or discounts.

We reserve the right to cancel any order due to unauthorized, altered, or ineligible use of the offer, and to modify or cancel any promotion due unforeseen issues.

What payment methods do you accept?

We accept all major credit cards Unicorn, including Visa, Mastercard, Visa Debit, American Express and Paypal. Currently we stopped accepting Amazon Payment but we believe this service will be available in the future.

We don’t accept checks or money orders, but you can purchase through Paypal if you’re concerned about entering your credit card information online. Simply click the “Paypal” button in the shopping cart.

When will my credit card be charged?

Your credit card will be charged once your order is processed to ship.

Please note that once credit card authorization is received, depending on your bank, the funds may be reserved up to 30 days. Please check your bank’s policy.

If you are paying with a debit card, please verify with your bank if there are limitations on daily withdrawal amounts on your card. OTWOO.ME reserves the right to request additional identification. If necessary, we will contact you by e-mail.

What steps does OTWOO.ME take to prevent credit card fraud?

No card information is ever saved at OTWOO.ME and it remains the private property of the card holder at all times before, during, and after the product purchase. All transactions are processed through secure forms of payment which are used by millions of people daily and are heavily encrypted third party-payment processors.

We take many active steps to ensure the absolute safety of your credit card and personal information. In addition to processing all credit card sales via a fully secured and reputable third party payment processor, your checkout experience is protected by industry standard 128 Bit SSL encryption to protect your private data. OTWOO.ME does NOT keep credit card information on record.

Our trusted online payment partners monitor transactions continuously for suspicious activity and flag potentially fraudulent transactions for manual verification by our team: When our team is unable to rule out the possibility of fraud categorically, the transaction is kept on hold, and the customer is requested to provide identity documents. The ID documents help us ensure that the purchases were indeed made by a genuine card holder.

What if my credit card is denied?

You will receive an error message immediately if there is a problem with processing your credit card. You’ll have the opportunity to enter a new card number if this happens. Please make sure that all of your personal information matches the exact information (name, address, etc) associated with your credit card. If some information doesn’t match, the transaction will not go through, as we have a very secure payment process. If you are unsure, please call your credit card company to verify the information they have on file.

Also, please ensure that your credit card is not restricted to making international purchases. OTWOO.ME is a United States based company. You can also try going through the regular checkout or PayPal checkout as a payment option. Kindly note, our online checkout system does not allow for payments to be split on two cards.

I’ve been charged more than I should be, why is that?

If you are ordering outside of United States, your credit card company or bank might charge you a fee of $1-$10 that might display as if it was charged by OTWOO.ME.

This fee is not charged by OTWOO.ME as it is charged directly by your bank because you are purchasing something outside of your country of origin. We cannot refund this fee as it is not charged by OTWOO.ME. Please contact your credit card provider or bank directly in regards to this charge.

I have not received my refund yet, why is that?

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us.

What currency will be used when I place my order?

All prices listed on the website are in currency that you choose, however, all final checkouts are in US dollars. For international orders, the bank that has issued your credit/debit card determines the exact exchange rate that you will be charged.

The amount taken from the original funding source is returned in full when refunded by the seller. Please note we cannot be held responsible for any discrepancies caused by exchange rate fluctuations.