Refund policy

If you are not completely satisfied with your purchase, our online refund policy outlines the processes and conditions under which a refund may be requested.

Refund Conditions

Time Frame:

You have 14 days from the date of delivery to request a refund.

Condition of Goods: Items must be returned in the same condition in which you received them. They must be unused, unaltered and in the original packaging. 

Proof of Purchase:

A receipt, invoice or proof of purchase is required to complete your return.

Process for Making Returns:

1. Contact Us: Contact our customer service team within the 14-day window at info@ottoeditons.com. Please provide your order number and details about the product/s you wish to return, including the reason for the return.

2. Return Authorisation: If your return is accepted, we will provide you with a return authorisation number and instructions on where to send the returned item. Our registered address is 71-75 Shelton Street, London, WC2H 9JQ.

3. Shipping: You are responsible for choosing a suitable shipping method and for paying and covering the return shipping costs in full. We recommend using a trackable shipping service which provides insurance for the full replacement value of the goods you are returning. 

Pack the items securely and include all original packaging and labels. Please clearly write the return authorisation number on the returns form provided by our team and include it with the item/s you are returning.

Goods must be received within 14 days of the authorisation number being issued. We recommend you request a proof of postage or collection from the carrier or postal service provider.

Return shipping costs are non-refundable, unless an item is faulty or damaged in which case we will provide you with a shipping label and return instructions.

For International Orders:

Please return items via DHL or another reputable carrier. International customers are responsible for paying the return shipping costs and any taxes or duties applied. International orders must be received within 28 days of the original returns request being made. Again, we recommend using a trackable shipping service which provides insurance for the full replacement value of the goods you are returning.

4. Inspection of Return: We will notify you once we’ve received and inspected your return. If your return is approved, we will automatically issue a refund to your original payment method within 7 business days.

Products that are damaged, soiled or altered will not be accepted and may be returned to the customer.

Rejection

If your return is rejected, we will contact you to explain the reasons and discuss any possible resolutions.

Refund Processing

Please remember it can take time for your bank or credit card company to process and post the refund. If more than 14 business days have passed since we approved your return, please contact us at info@ottoeditions.com

Exchanges

Should you wish to exchange an item, please get in touch with our team prior to making your return and they will happily assist you.

Exclusions

Certain items cannot be returned, including:

• Custom made or bespoke products
• Fabrics that have been pre-cut, printed or made to order unless faulty.
• We do not accept returns of sale of gift cards.
• Products marked as "Final Sale" or "Non-Returnable" at the time of purchase cannot be returned.

If you have questions or concerns about your specific item, please contact us.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item or an item is missing, so that we can rectify the issue and make it right.

Discounts and Vouchers

Orders or items that had a discount applied will be refunded based on the price paid after the discount. If an order is returned in part but a discount was applied to the total order value, this will be refunded proportionally and as per the terms and conditions of the discount code or voucher redeemed.

Shipping Fees

Please note that the shipping fee on the original order is non-refundable and will be deducted from the refunded amount. 

International Refunds

Bank Fees and International Charges

We cannot be held responsible for any bank fees or international charges incurred due to refunds or exchanges. It is important for customers to understand that any additional charges applied by their bank or financial institution in processing refunds or exchanges are outside our control.

Exchange Rates for International Orders

Refunds for international orders will be processed based on the exchange rate at the time of the original purchase. We are not responsible for fluctuations in exchange rates and will not adjust refund amounts based on these changes.

European Union 14 Day Cooling Off Period

For orders shipped into the European Union, you have the right to cancel or return your order within 14 days without providing any reason.

Contact Us

For any questions regarding our returns policy or your specific return, please contact our customer service team at info@ottoeditions.com

Policy Updates

This policy may be updated periodically to reflect changes in our practices or regulations. Please review it regularly to stay informed of any updates.