Extended Holiday Return Policy

• Our extended holiday return policy is now in effect—if you make a purchase between November 1 and December 1, you have until January 31, 2025 to make a return or exchange.

Do you offer free returns?

• We offer a 60 day return window. Original shipping charges are not refundable, and return postage is the customer's responsibility and will be deducted from the refund. To start a return, click {here}! If you’re a Canadian customer and would like to return, please send us an email at [email protected].

How do I return?

• Thanks for giving us a try! We offer a 60 day return/exchange policy. To start a return or exchange, click {here}. If you’re a Canadian customer and would like to return, please send us an email at [email protected]. 

Can I exchange instead of return? 

• Of course! Just click {here} to start your exchange. If you’re a Canadian customer and would like to exchange, please send us an email at [email protected].

What is the status of my return & refund?

• Returns can take up to 10 business days to process, and then once processed, your refund can take another 2-7 business days. We do our best to process returns and refunds quickly!
• If you have any questions, please send us an email at [email protected].

Can I return Final Sale Items?

• Items marked as “Final Sale” on our website are non-refundable and non-exchangeable. By purchasing these items, you acknowledge and accept that they cannot be returned for a refund or exchanged for another product, unless there is a manufacturing defect or an error on our part. We strongly encourage you to review the product details, sizing, and any available information before making a final sale purchase. Please contact our customer support team if you have any questions or concerns about a “Final Sale” item prior to making your purchase. Your satisfaction is important to us, and we are here to assist you in any way we can.

If you have any questions or need help, please send us an email at [email protected]. We’ll get back to you as quickly as we can within the hours of 9am-6pm ET, Monday-Friday. 

What does Onsen mean?

• An Onsen (温泉) is a Japanese hot spring and the bathing facilities and inns frequently situated around them. As a volcanically active country, Japan has thousands of onsens. Growing up we used to call them the naked baths. Learn more about us here 

Where do you ship? 

• We ship to the 48 contiguous U.S. states and Canada. We’re not currently able to ship to Alaska or Hawaii.

Do you ship to APO, FPO, or P.O. Boxes?

• We are not currently able to ship to APO, FPO, or P.O. Box addresses.

 Do you offer free shipping?

• We do offer free standard shipping on all U.S. orders over $95 and over $195 for orders shipping internationally. All U.S. orders under $95 incur a $7 shipping fee.
• International shipments require additional duties and taxes to be paid by the customer at the time of delivery, which are not covered in our shipping rates. Make sure to check with your local postal service or customs office to find out what these fees will be before you place your order. Onsen is not responsible for packages held in customs or for any customs duties or brokerage fees owed. If you decide to refuse a shipment, Onsen will not grant refunds of any kind. 

How long will my order take to arrive?

• Orders usually take 1-2 business days to process in our warehouse, and shipping time will vary depending on shipping address and speed, but in general should take 2-7 business days.
• *During the holiday season, orders can take up to 5 business days to process in our warehouse and 2-10 business days in transit.

Do you offer expedited shipping?

• We do offer an expedited shipping option at checkout for an additional cost.

What shipping carrier do you use?

• The shipping carrier depends on the item being shipped and the shipping location, but we usually partner with FedEx, UPS, and USPS. 

What is my tracking number?

• Your tracking number is emailed to you once your order ships out from our warehouse. Tracking numbers can take up to 24 hours to update once your order is with the carrier. If you’re having any trouble locating your tracking number, please send us an email at [email protected] and we’ll gladly help you!  

I can’t find my order?

• We’re so sorry to hear this! Please send us an email at [email protected] and we’ll gladly help! 

My order arrived damaged. What should I do?

• Oh no! We’re so sorry to hear this. Please send us an email at [email protected] with a photo of the issue and we’ll take it from there.

I just placed my order. Can I change it?

• We have a very short window to make any changes to orders. Email us as quickly as you can at [email protected] with what you would like to change and we’ll do our best!

Can I change my shipping address?

• We have a very short window to make any changes to orders. Email us as quickly as you can at [email protected] with the updated shipping address and we’ll do our best!

What forms of payment do you accept?

• We accept all major credit cards, PayPal, Amazon Pay, ShopPay, GooglePay and Affirm.

I just placed my order. Can I change my payment method?

• We’re unfortunately not able to make changes to payments once an order has been placed.

Where are your products made?

• Onsen products are designed in New York, the materials are grown in the U.S. and Turkey, and manufactured in Turkey and China. 

What materials do you use?

• Onsen waffle products are made using Oeko-Tex Standard certified Supima® cotton. Supima® cotton has an extra-long staple fiber which makes it one of the softest and finest on the planet. It’s twice as strong as regular cotton, absorbs more water than regular cotton, and even lasts longer than regular cotton. It is only grown in America, mostly in California. Learn more about our Supima® cotton {here}.
• Onsen plush towels in our Wovey collection are made of 100% extra long staple Oeko-Tex Standard certified Aegean cotton.

How do I care for my towels and robe?

• We recommend washing your towels and robe in cold water and on a gentle cycle. They should be tumble dried on low using wool dryer balls. It’s best to wash your towels every 3-4 days. Avoid using any fabric softeners, as they coat fibers minimizing its natural ability to absorb. Learn more about towel care {here}! 

Do you offer a warranty?

• We don’t offer a warranty, but we take pride in the products we create and sell and want you to be happy. If any issues arise, please reach out to us at [email protected] and we’ll do our best to make it right. 

Do you offer a discount on first orders?

• Yes! We offer 10% off first orders over $100 for newsletter subscribers. The discount is valid only on full priced items, cannot be combined with other discounts and must be redeemed within 30 days.  

I forgot to apply my discount. Can you retroactively apply it? 

• We’d be happy to! Just send an email to [email protected] with the discount you intended to use and we’ll go from there. 

I had a discount that expired before I could use it. Can you honor the code still?

• Send us an email at [email protected] with the discount you intended to use and we’ll do our best to help.

Where can I follow you?

• We’re so glad you asked! You can follow us on Instagram {here}.  

Will you feature my post?

• For a chance to be featured on our page, be sure to tag us @onsentowel.  

How can we collaborate on social?

• If you’d like to collaborate with us on social, please send us a DM at @onsentowel. Someone from our social team will get back to you! 

Do you offer gift cards?

• We do offer digital gift cards in amounts of $25-$250. You can purchase a gift card {here}.

• If you’re interested in Onsen wholesale, click {Candid Wholesale}.