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RETURNS & EXCHANGES

WHAT IS THE RETURN POLICY?

Otilly accept exchanges and refunds (excluding the cost of original shipping) on all our items!

We only ask that you meet the following requirements:

The item/s must be in original condition, with all tags in place, including the hygiene seal

Item/s must not have been worn (other than to check sizing), washed or altered in any way.

ARE RETURNS FREE?

The shipping cost incurred for returning item/s to Otilly for an exchange or refund is NOT covered or reimbursed by us

If you request an exchange, however, we will cover the shipping cost to send your new item/s to you. 

HOW TO ARRANGE A RETURN?

Simply email returns@otilly.com and you will be allocated a Returns Authorisation (RA) number, along with all the other details you will need!

Please note: We cannot be held liable for the loss of item/s being returned. We do recommend that you use a registered postal service for returning item/s, and to keep a record of the tracking details should any issues arise.

WHERE DO I SEND RETURNS?

All returns are sent to our centralized warehouse which is based in China, this facility processes Returns and Exchanges from around the globe!

You will be provided with the full address of our warehouse when you are allocated your Returns Authorisation number!

HOW LONG DOES IT TAKE FOR EXCHANGES / REFUNDS TO BE PROCESSED?

At Otilly we try to process our customer’s returns as quickly as possible, it usually takes between 24-48 hours for us to be able to process your return.

If you wish to exchange, we will send your new piece/s out within 24-48 hours, and email you a tracking number.

If you require a refund, we will issue you a refund through PayPal (if this is the method you used to pay), and email you immediately once this is completed.

WHAT TO DO IF YOUR ORDER ARRIVES DAMAGED, OR HAS A FAULT?

We do our best to make sure your order arrives in perfect condition, by inspecting all orders prior to shipping. In the unlikely event, you do receive damaged goods, or there is a manufacturing fault with any of your items, please contact us immediately at returns@otilly.com so we can assist you and sort the problem for you as quickly as possible!

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