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Need help? Call +31 20 240 10 53

FAQ

1. What are the advantages of creating an account?
Creating an OTAZU account enhances your shopping experience and helps us speed up the ordering process for you. It also allows you to see your order history, track and trace your order, update your newsletter preferences and take advantage of exclusive offers.

2. I’m having technical issues
We recommend that you have the latest version of your operating system e.g. Windows, OSX and browser e.g. Safari, Firefox, Internet Explorer. If you are still experiencing issues then please contact the OTAZU Customer Care Team on number +31 (0)20 240 10 53 or email us atcustomercare@rodrigootazu.com with the following information:
  • Problem details.
  • Screen shots of the error message.
  • Which web browser and version you are using.

3. I can’t sign into my account
If you can’t sign into your account then please complete the following steps:
Check that you are using the same email address and password you registered.
If you can’t remember your password, click on the 'forgotten password' link and type in your email address. We will email you a password reminder.
If after this you still can’t sign in, please contact our OTAZU Customer Care Team through the phonenumber +31 (0)20 240 10 53 (Mon–Fri 09:00AM – 4:00PM) or email customercare@rodrigootazu.com providing as much detail as you can about the issues you are experiencing including screen shots of any error messages you get and what you’ve done so far trying to resolve it.

4. Can I return an item purchased from the web store to a store or stockist?
It is not possible to return an item purchased from the OTAZU web store to a regular store or stockist. Please return all web store orders to the OTAZU Warehouse as described in the return policy.
Likewise it is not possible to return an item purchased from a store or stockist to the OTAZU web store.

5. Can you send me a catalogue/brochure?
Unfortunately we cannot fulfil requests for brochures from the OTAZU web store. We will update the website as frequently as possible with the latest collections.

6. Is the OTAZU web store a genuine stockist?
Yes, the OTAZU web store is our official website which sells genuine OTAZU jewellery directly to consumers. Unfortunately due to the quality and popularity of OTAZU jewellery we have become the subject of counterfeiters. When buying from the OTAZU web store you can be confident you are purchasing genuine jewellery.

7. Where does the OTAZU web store deliver?
No matter where you are, we can ship products to your location. If your country is not available while placing your order, please contact us via email at customercare@rodrigootazu.com.

8. How do I change details in my account?
To change details in your account, please go to My Account where you can change your personal information and address details, plus view your orders.

9. Why and how are the OTAZU products hallmarked?
The OTAZU Sterling Silver products are hallmarked by an official Dutch hallmarking company, called EWN (EDELMETAAL WAARBORG NEDERLAND BV), according to the EU law. The Assay Act 1986 guarantees, by means of legal hallmarks, that an object contains the correct level of platinum, gold and/or silver. Pure platinum, gold and silver are too soft to be made into jewellery or utensils. They are therefore mixed with base metals to achieve a sufficiently hard material to work with. The quantity of precious metal in such an alloy is called the fineness of the alloy. The fineness is given in parts (by weight) per 1000 of the alloy. For example, 750 thousandths of gold means that there are 750 parts of pure gold in 1000 parts of gold alloy. The old designation "carat" is also used for gold (pure gold is 24 carat). The precious metal alloy from which the object is made is assayed for one of the legal fineness standards and guaranteed by the application of a standard mark on the object. All 925 Sterling Silver designs from Otazu are marked with the 925 engraving. All other designs are alloy and brass, meaning they are a mix of metals. All produced according to the highest standards and nickel free.

10. What size should I buy?
For more information about our sizes, please go to the Otazu size guide.

11. How do I contact the OTAZU web store?
For consumer enquiries, please use the following contact details:
Call this number: +31 (0)20 240 10 54 from Monday to Friday 09:00 - 16:00.
Email us at: customercare@rodrigootazu.com.

12. How do I contact OTAZU with a general enquiry?
If you have a more general enquiry about OTAZU products and services, or you have a complaint, please email us at info@rodrigootazu.com.

13. How do I contact OTAZU about an in store purchase?
If your enquiry is relating to a jewellery purchase in store, we recommend that you contact the store directly.

14. How can I delete my OTAZU web store account?
We are sorry you want to delete your account. Please email our OTAZU Customer Care Team at customercare@rodrigootazu.com and request that your account to be deleted. Please ensure that you send the email from the email address linked to the account so we can verify that it is a genuine request.