Shop With Confidence
We want you to feel completely confident in every Ottilie purchase. If something isn’t quite right, you are welcome to return it for a refund, provided it meets the conditions below.
We hope you love every piece you order from Ottilie. If your purchase is not quite right, you may return it for a refund in accordance with this Returns & Refunds Policy.
Please ensure returned items meet the conditions set out below so that we can process your return as smoothly as possible.
Returns are accepted within 14 days of receiving your order.
To start a return, please email us at hello@ottiliechester.co.uk with your order number and the item or items you wish to return.
We will provide return instructions and the correct return address.
Please package your item securely. We recommend using a tracked delivery service, as the parcel remains your responsibility until it reaches us.
Return postage costs are the responsibility of the customer unless the item is faulty or incorrect.
If an item arrives damaged or you receive the wrong product, please contact us within 48 hours so we can resolve this promptly.
Once your return has been received and inspected, we will issue a refund to your original payment method.
Please allow 5–7 working days for the refund to appear in your account, depending on your bank or payment provider.
Delivery charges are non-refundable unless your order was faulty or incorrect.
We currently do not offer direct exchanges.
If you would like a different size or style, please return your item for a refund and place a new order.
If you believe your item is faulty, please email hello@ottiliechester.co.uk with photos and a brief description of the issue.
We will assess the issue and arrange a replacement or refund where appropriate.
If you have any questions about a return or refund, please contact us at hello@ottiliechester.co.uk.
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