FAQ
FREQUENTLY ASKED QUESTIONS
PRODUCT
Why do we use RFID technology in some of our products?
ACCOUNT REGISTRATION
How do I register for an account?
PAYMENT
What payment methods do Onitsuka Tiger accept?
Are my credit card details secure?
ORDERING
Can I place an order over the phone?
Do I need to create an account before ordering?
When will I get an order confirmation?
Can I change or cancel my order?
I did not receive an invoice with my order, how do I go about getting it?
I am a tourist visiting Malaysia, am I eligible for VAT refund?
How can I request an invoice for tax purposes?
SIZES
SHIPPING
RETURNS
PROMOTION CODE
How do I use a promotion code?
PRODUCT
Why do we use RFID technology in some of our products?
ONITSUKATIGER applies RFID tags to some products for operational efficiency and product management. The RFID tags do not carry or store any personal data which could identify individual customers to us. We only store product code on the RFID tag. This information is not linked to a customer, or to customer transaction.
How to care for your shoes?
Proper shoe care is highly recommended, and methods of care depends on the material used.
Natural Leather
- Take a soft white cloth and apply a small amount of cleaner onto it.
- Gently rub the cloth over the affected areas of the shoes to remove dirt.
- Depending on the shoe colour, use either Black Shoe Cream for black shoes, White Shoe Cream for white shoes, or Solid/Colourless Shoe Cream for shoes with different colours to polish the upper side.
- Wipe off any excess with a soft white cloth and polish thoroughly.
If dealing with stubborn dirt, follow these steps:
- Dampen only the dirty parts of the shoe with water.
- Use shoe shampoo/leather cleaner to wash off the dirt.
- Hand wash the shoe and re-shape it by stuffing it with a white cloth or paper.
- Dry the shoes in a well-ventilated shaded area.
- Finally, use Black Shoe Cream, White or Solid to give the shoes a glossy finish.
Note: To avoid damaging the upper material of natural leather shoes, refrain from soaking them with water. Instead, clean them before they get dirty using the method mentioned above.
Synthetic Leather
- Start by wiping dirt or stains with a damp cloth.
- If the dirt or stain persists, try using a synthetic leather cleaner.
- For heavy stains, dampen the shoe with water and then wipe it off. After hand washing, re-shape the shoe by stuffing it with a white cloth or paper.
- Allow the shoe to dry in a shaded area with proper ventilation.
- Finally, polish the shoes using the appropriate cream based on their colour: Black Shoe Cream for black shoes, White Shoe Cream for white shoes, and Solid/Colourless Shoe Cream for shoes with different colours, to enhance and polish the upper side.
Natural and Synthetic Fibers
- To remove the stain, dampen the shoe with water to wipe it off.
- After cleaning, stuff the shoe with a clean cloth or paper, and then allow it to dry in a shaded area with proper ventilation.
Natural Fibers, Synthetic Fibers and Synthetic Leather
- Dampen shoe with water, apply a shoe cleaner on the leather parts.
- After cleaning, stuff the shoe with a clean cloth/paper and allow it to dry in a shaded area with proper ventilation.
Note: Dyed artificial leather can transfer its colours onto natural and/or synthetic fibers
Natural Fibers, Synthetic Fibers and Natural Leather
- Dampen shoe with water, apply a shoe cleaner to remove the dirt/stain.
- After cleaning, stuff the shoe with a clean cloth/paper and allow it to dry in a shaded area with proper ventilation.
Note: Dyed natural leather can transfer colour to natural and/or synthetic fibers.
Suede
- Remove all dust on the suede upper by using a bristle or nylon brush.
- Dry in a shaded area with proper ventilation and brush through again for a smooth finish.
ACCOUNT REGISTRATION
Questions related to Account Registration:
HOW DO I REGISTER FOR AN ACCOUNT?
- Click on ‘My Account’ on the top right of the page
- Click on ‘Create An Account’ button
- Fill in the required fields and click on “Create An Account”
HOW DO I DELETE MY ACCOUNT?
- If you need to delete your account, please contact our Customer Care.
PAYMENT
How can I pay?
Once you’ve added an item to your cart, you can:
- Click on ‘View cart’
- Click on ‘Proceed to checkout’
- Choose whether you want to log in or pay without logging in
- Enter your delivery details
- Enter your payment details
- Review and pay
- Receive a confirmation email
What payment methods do Onitsuka Tiger accept?
We accept:
- Visa
- MasterCard
- Online Banking
Are my credit card details secure?
Yes, your card details are absolutely secure. In the checkout area you’ll see a padlock on the address bar, showing this is a secure area.
ORDERING
Can I place an order over the phone?
Unfortunately, we are not able to take orders over the phone at this moment.
Do I need to create an account before ordering?
You have the option to place an order as a guest or with an account creation. Account creation is highly recommended. It can save you time during checkout as it saves your address and billing details for future purchases.
When will I get an order confirmation?
Upon placing an order successfully, you will receive an order confirmation email. In the rare circumstance that we may need to cancel your order, you will receive an order cancellation email for the item(s) we are unable to fulfil.
Can I change or cancel my order?
Our goal is to get your order shipped as soon as possible. As a result, orders cannot be cancelled or modified once they are placed.
Can I place a bulk order?
If you would like to place a bulk order, please contact our Customer Care for assistance.
Why was my order cancelled?
In the rare circumstance that we may need to cancel your order, below are some possible scenarios that may dictate our cancellation initiation:
- Stock availability issues: This could be due to the product(s) being out of stock before we could process your order.
- Payment issues: This could be because your payment did not go through successfully.
- Delivery address issues: This could be due to an incorrect address entered or incomplete delivery address.
I did not receive an invoice with my order, how do i go about getting it?
Please contact our Customer Care for assistance.
I am tourist visiting Malaysia, am i eligible for VAT refund?
We are not part of the Tourist Refund Scheme for online orders and we will not be able to process any VAT refunds.
How can I request an invoice for tax purposes?
To request your invoice number for tax purposes, please write to our customer service
team at customers-otmy@onitsukatiger.com. We'll be happy to assist you!
SIZES
See our full sizes information
SHIPPING
See our full shipping information
RETURNS
See our full return information
PROMOTION CODE
How do I use a promotion code?
If you have a promotion code, you can enter it while viewing your shopping cart.
- Go to the shopping cart page.
- Locate the promotion code box within the “Order Summary” column.
- Enter the promotion code in the box. Please note that the promotion code is case sensitive.
- Click “Apply”.
The promotion code discount will be reflected in the “Total” amount.
If you are having issues with the promotion code, review the terms and conditions to ensure the promotion code can be applied to the specific product(s) you are purchasing. Otherwise, please contact our Customer Care for assistance.
WELCOME CODE
This promotion has ended. Thank you for your support.
FRAUDULENT OFFERS
There are fraudulent/misleading offers in the market designed to trick individuals into making payments. These fraudulent offers may include but are not limited to fake websites, social media channels, invoices, products and others.
Onitsukatiger.com is the only official and true domain for Onitsuka Tiger and any websites with other domains are fake. If you suspect that you have come across a fraudulent offer, please reach out to us with details at customers-otmy@onitsukatiger.com