Frequently Asked Questions

Order & Payment
How do I place an order? / Do I need to register?
After selecting the desired products and initiating checkout, simply fill in the correct address information to complete the transaction. Unregistered users can also checkout.
Which payment methods are supported?
Cash on delivery ,GCash and bank card(COD is not supported in some regions.)
Reasons for payment failure and solutions
Payment failure usually occurs when an alternative payment method is used, such as purchasing online via Facebook. If you use a payment method other than COD or a bank card, Otwoo will not collect payment from you. Simply re-enter the website and place your order.
How do I use the discount code? Why can't I use it?
The discount code is used on the checkout page. Failure to use it usually occurs because some discounts cannot be combined or the discount code has expired.
How to modify order information (address/phone number/product)?
Customers are not allowed to modify their orders after completion. Please contact customer service for assistance.
Shipping & Delivery
Processing time
Shipping time is one day (working day) or two days (rest day).
Estimated delivery time
Manila 1-2 days
Luzon 2-3 days
Visayas 4-7 days
Mindanao around 7 days
How to check a logistics tracking number
Log in to your account on the Otwoo website, click on your profile page, find the track number in your order information, copy it, and click here to enter the query.
Why haven't I received my order after waiting for so many days?
1. If the customer fails to answer the phone or sign for the order in a timely manner during delivery, the courier company will consider it a refusal to accept the package, and the package will be returned to the store.
2. Some orders were stolen during transit.
3. Orders were delayed due to stock shortages.
Returns & Refunds
Return and exchange policy
What to do if you receive a damaged/missing/wrong item?
Contact customer service and provide photos/unboxing videos, etc.
Who pays for return shipping?
O.TWO.O
Product & Usage
How to Choose Your Shade (Skin Tone / Undertone / Finish)

Finding your perfect match involves more than just picking a light or dark shade; it’s about understanding your skin's "temperature."

  • Skin Tone: Determine if you are Fair, Medium, or Deep. For a natural look, match the shade to your jawline.

  • Understanding Undertones:

    • Cool (C): Your veins appear blue/purple, and silver jewelry suits you best. Choose shades with pink or rosy bases.

    • Warm (W): Your veins appear greenish, and gold jewelry looks best. Choose shades with yellow, golden, or peachy bases.

    • Neutral (N): You have a mix of blue and green veins. Both gold and silver look great. Choose balanced, neutral beige shades.

  • Desired Finish:

    • Dewy/Glow: Ideal for dry skin or a fresh, hydrated look.

    • Matte/Velvet: Ideal for oily skin or a sophisticated, long-wear finish.

Application Tips & Pairing Recommendations

Maximize the performance of your OTWOO favorites with these techniques:

  • Base Makeup: Apply from the center of the face outward. For a sheer finish, use a damp beauty sponge; for full coverage, use a dense foundation brush.

    • Pro-tip: Mix a drop of facial oil into your foundation for extra winter hydration.

  • Lip Makeup: For a "blurred" look, dab color in the center and blend with fingertips. For a bold look, use a lip liner first to define the edges.

  • Eye Makeup: Use a light matte shade as a base to even out the eyelid, then layer shimmers using your ring finger for maximum pigment payoff.

Ingredients & Sensitive Skin (Individual Differences)

We prioritize skin-friendly formulations. However, please note that:

  • Individual Differences: Skin reactions and product efficacy vary significantly based on individual differences in skin chemistry, environment, and sensitivity levels.

  • Precaution: If you have reactive skin, we recommend performing a patch test on the inside of your wrist or behind the ear before full application.

Shelf Life & Storage
  • Unopened: Usually 3 years from the manufacturing date (check the packaging).

  • PAO (Period After Opening): Look for the "open jar" icon on the label (e.g., 12M means 12 months).

  • Storage: Store in a cool, dry place away from direct sunlight. Avoid keeping products in the bathroom where humidity and temperature fluctuations are high.

Fragrance Special Guide

Notes & Longevity

  • Scent Profile: Fragrances are composed of Top (initial impression), Heart (the character), and Base (the lasting trail) notes.

  • Longevity Factors: Staying power varies based on individual differences such as skin hydration (scent lasts longer on moisturized skin), pulse point temperature, and fragrance concentration (EDP vs. EDT).

How to Spray & Preserve

  • Application: Spray on pulse points (wrists, neck, behind ears). Do not rub your wrists together, as this "bruises" the molecules and alters the scent.

  • Preservation: Keep the bottle in its original box or a dark cupboard. Heat and light are the enemies of perfume stability.

Important: Shipping & Physics

  • Temperature & Pressure: During transit, changes in air pressure and high temperatures can cause the liquid to expand.

  • Volatility & Leaking: Slight "sweating" around the nozzle or minor seepage can occur due to extreme weather during shipping. This is a physical phenomenon and does not affect the quality of the fragrance. Upon receiving, let the bottle sit at room temperature for 24 hours before the first spray.

Account & Privacy
Password & Account Information
  • Forgot Password: Simply click the "Forgot Password?" link on the login page. Enter your registered email address, and we will send you a secure link to reset it. For security, the link expires after 24 hours.

  • Updating Information: You can modify your name, contact details, and shipping addresses at any time. Log in to your account and navigate to "Account Settings" or "My Profile" to make changes.

Privacy & Data (Simplified)

Your trust is our priority. We collect and use your data solely to enhance your shopping experience and ensure successful deliveries.

  • What we collect: Basic contact info, order history, and browsing preferences.

  • How we use it: To process orders, prevent fraud, and provide personalized recommendations from otwoo ph.

  • Data Security: We use industry-standard encryption to protect your personal information.

  • Full Policy: For a detailed breakdown of your rights and our data practices, please visit our [Privacy Policy].

Email Subscriptions & Unsubscribing

We love staying in touch, but we respect your inbox.

  • How to Unsubscribe: If you no longer wish to receive our newsletters or promotional offers, click the "Unsubscribe" link located at the bottom of any of our emails.

  • Processing Time: Your request will be processed immediately, though it may take up to 48 hours to fully clear from all automated mailing lists. You can re-subscribe at any time through your account dashboard.

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