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

• Reasons for account abnormality
• How do I create an ochama account?
• I forgot my password. What should I do?
• What do the options in my ochama account stand for?
• How can I unsubscribe from the newsletters?
• I want ochama to delete my account (information). How can I do that?

Orders & Payments

• Order Status
• How can I check my orders?
• What payment method does ochama support?
• Can I cancel my order?
• Where can I find my invoice?
• Why my pre-order got cancelled?

ochama Pick-up Points

• What services do pick-up points provide?
• Am I required to bring an ID when picking up alcoholic beverages?
• Can I pick up my order before/later than the reservation hour?
• What if I don't pick up my order on time?
• I have bought frozen products. How do I keep them refrigerated and fresh?

Delivery

• Delivery Service & Time
• 3rd party delivery

After-sales Policies

• 180-day Free Replacement Service
• Price Guarantee Service
• How does the return & warranty policy work at ochama?
• Will I get the full purchase amount back after I return my product?
• How to apply for an after-sales service at ochama？
• Do I have to pay for my return?

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