Customer Care
These Terms & Conditions set out the basis on which you may use our website and purchase from Ottilie. By accessing our website, creating an account, or placing an order, you agree to these Terms together with our Privacy Policy, Cookie Policy, Delivery Policy, and Returns Policy.
Ottilie is an online boutique offering a carefully curated collection of clothing, accessories, and related products. We are committed to thoughtful service, quality presentation, and a seamless shopping experience.
If you have any questions about these Terms or an order you have placed with us, please contact us at hello@ottiliechester.co.uk.
By using this website, you confirm that you are at least 18 years old, or that you are using the site with the involvement of a parent or legal guardian. You also confirm that any information you provide to us is accurate, current, and complete.
We take great care to ensure that all product descriptions, imagery, sizing guidance, and pricing are presented as accurately as possible. However, slight variations may occur.
Colours may appear differently depending on your screen or device settings, and measurements or finishes may vary slightly between garments and collections. All products are subject to availability.
All prices shown on our website are in pounds sterling (£) and include VAT where applicable. Delivery charges, where relevant, are calculated and shown clearly at checkout before payment is completed.
We reserve the right to amend prices at any time, but changes will not affect orders that have already been accepted.
From time to time, we may offer complimentary delivery or limited promotional benefits. Any such offers will be subject to their own conditions and availability.
When you place an order with Ottilie, you are making an offer to purchase the selected products. Once your order has been placed, you will receive an email acknowledging receipt. This does not mean your order has been accepted.
Acceptance takes place only when we send you a dispatch confirmation email. Until that point, we reserve the right to refuse or cancel an order where necessary, including in cases of:
If an order is cancelled after payment has been taken, a full refund will be issued.
We accept payment through the methods shown at checkout. Payment must be received in full before an order is dispatched.
By placing an order, you confirm that you are authorised to use the payment method provided. We reserve the right to carry out reasonable verification and security checks where necessary.
We aim to dispatch and deliver orders within the timescales stated on our website, though these are estimates only and cannot always be guaranteed.
Delivery times may vary due to courier delays, seasonal demand, or events outside our control. It is your responsibility to provide accurate delivery information at checkout.
Further details can be found in our Delivery Policy.
We hope that you will be delighted with your order. If you do wish to return an item, you may do so in accordance with our Returns Policy and your statutory rights.
Returned items should be unworn, unused, in their original condition, and with tags attached where applicable. Certain items may be excluded from return for hygiene or legal reasons.
Refunds will be made to the original payment method once your return has been received and inspected. Nothing in these Terms affects your statutory rights in relation to faulty, misdescribed, or unfit-for-purpose goods.
From time to time, we may offer special promotions, exclusive gifts, or limited-time experiences. These offers are subject to their own specific terms, including any eligibility requirements, availability limits, and closing dates.
We reserve the right to amend or withdraw promotions where reasonably necessary.
If you create an account with us, you are responsible for maintaining the confidentiality of your login details and for all activity carried out under your account.
Please notify us promptly if you suspect any unauthorised access to your account. We reserve the right to suspend or terminate accounts where we reasonably believe false information has been provided or the account has been misused.
You agree not to use our website for any unlawful, fraudulent, or abusive purpose. This includes, but is not limited to:
We may suspend access to the website or cancel orders where misuse is suspected.
If you submit reviews, comments, photographs, or other content to Ottilie, you confirm that the content is your own or that you have the necessary permission to share it.
By submitting such content, you grant Ottilie a non-exclusive, royalty-free, worldwide licence to use, reproduce, publish, and display it in connection with our business, including marketing and editorial purposes.
We reserve the right to remove any content that we reasonably consider inappropriate, unlawful, misleading, or offensive.
All content on this website, including text, imagery, branding, graphics, layout, and design, is owned by or licensed to Ottilie and is protected by intellectual property laws.
You may use this website for personal, non-commercial use only. No content may be copied, reproduced, republished, distributed, or modified without our prior written permission.
We respect your privacy and handle your personal data with care. Any personal information collected through your use of our website is processed in accordance with our Privacy Policy, Cookie Policy, and applicable UK data protection law.
Our website may include links to third-party websites, payment providers, or social platforms. We are not responsible for the content, availability, or privacy practices of those third parties. Your use of such services is subject to their own terms and policies.
Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or breach of your statutory rights.
Subject to that, Ottilie shall not be liable for any indirect or consequential loss, including loss of profit, opportunity, data, or goodwill arising from your use of the website or purchase of products.
Our total liability in relation to any order shall not exceed the amount paid by you for the relevant products.
We shall not be responsible for delays or failures caused by circumstances beyond our reasonable control, including severe weather, transport disruption, industrial action, pandemic-related issues, supplier failures, cyber incidents, or government action.
We reserve the right to suspend, restrict, or terminate your access to our website or services where we reasonably believe you have breached these Terms or misused the website.
We may update these Terms & Conditions from time to time to reflect changes to our business, legal obligations, or website functionality. The latest version will always appear on this page.
Continued use of the website after changes have been published will constitute acceptance of the updated Terms.
These Terms & Conditions are governed by the laws of England and Wales. Any disputes arising in connection with them shall be subject to the jurisdiction of the courts of England and Wales, unless you are entitled to bring a claim elsewhere under applicable consumer law.
If you have any questions regarding these Terms & Conditions, please contact us at hello@ottilie.co.uk.
