Customer Service

ochama News

• Celebrate the Opening of France Pick-up Points!
• New Pick-up Points in Frankfurt/Stuttgart/Munchen！
• 1000+ New Pick-up Options！
• Ochama Offers Free 1h Delivery!

My Account

• How do I create an ochama account?
• I forgot my password. What should I do?
• What do the options in my account stand for?
• Why is my account abnormal?
• I want to cancel my ochama account, how do I make sure my personal information is deleted?

Orders & Payments

• Frequently Asked Questions about Orders
• About Payments
• Why my pre-order got cancelled?
• About Flash Sale & Super Flash Sale
• About Reivews
• About Complaints

ochama Pick-up Service

• Frequently Asked Questions about Pick-up Points/Service
• About DHL Pick-up Option
• Do I have to show proof of identity for the pick-up of alcoholic beverages?
• How to keep my fresh/frozen orders in fresh condition?

Order Fulfillment

• Order Fulfillment Service & Time
• Logistics Partners and Delivery Fees

After-sales Service

• After-sales and Warranty Policy
• Frequently Asked Questions about Return & Refund
• Price Guarantee Service
• 180-day Free Replacement Service