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RETURNS

 

If you are not fully satisfied with the item(s) you have received, you may return the item(s) to us within 30 days of receipt, provided they are in original condition with tags intact. 

Once we receive your item back in the acceptable condition we will process your refund, exchange or issue store credit. 

Please note if you choose the options of store credit we are pleased to offer an additional 15% value to the original purchase. 

Unfortunately we cannot offer exchanges on international purchases. The item must be returned and refunded and a new order made. For domestic exchanges the item must be like for like - e.g. swapping a S/M Afghan coat for an M/L. 

 For item(s) returned after this time, we reserve the right to return the item(s) to you.

We are not able to refund items that appear to have been worn, washed, are not in original condition, or have their tags removed. Every aspect of the garment must be free from signs of wear and odour.

 

 

How to return

 

Our returns policy is 30 days from receipt of order.

Please allow up to 10-14 days for a refund to be completed within our returns department, you will be emailed once refunded. 

 

 Returns

 

How to return your UK order:

1. Visit our Return Portal Here (open's in new window)

2. To start the process, enter your order number and email to bring up your order details for the step by step return process to begin.

3. The charge to return back to OOTO in the UK is £4.50 / in Europe / For the rest of the world via DPD. You can use your own provider if you wish.

4. Follow the steps and print off the return label 

Please note at present we cannot cover return postage costs unless for reasons specified. 

We ask you to pack your return as securely as possible . 

Please include the invoice/returns form inside, if you need a new one please contact our customer care team here. 

 

How to return your European/ International order:

1. Visit our return portal (will open new window)

2.To start the process, enter your order number and email to bring up your order details for the step by step return process to begin.

3.Follow the steps and print off the return label

 

Please note at present we cannot cover return postage costs unless for reasons specified. 

 

**Any returns made via the old method (outside above portal) will still be valid and processed as normal**

 

Please note - Our warehouse is a 3rd party logistics company and do not accept parcels to be dropped off in person. 

 

 

Decided it’s not for you?

 

We understand that you may change your mind about something you have bought on our online store.

If you send a message immediately to our customer care team they may be able to intercept the order but this cannot be guaranteed. If the order has been processed and sent, we recommend that if you have placed an order you no longer require, simply reject the delivery and the items will be returned to us and your order will be refunded in full- minus the delivery charges. 

 

Exchanges

 

We accept exchanges on any item domestically (UK) as long as it is returned in an acceptable condition as stated in above sections. We only exchange for the the same item e.g Bella Afghan S/M exchange for Bella Afghan M/L

 For international orders we are not able to offer exchanges but we can offer store credit with an additional 15% value. Return the item to us and we will issue you a gift card with the item otherwise we will make a standard return and refund.

 

Exclusions

 

Unfortunately, we cannot accept returns for the following items:

Items that have had their tags removed.

Products purchased at any of our festival or external events.

Items purchased in the sale or at a discounted price beyond the welcome 10%

 

Undeliverable items

 

If items are undeliverable to you by the courier/postal service, these orders will be held for a defined period of time (varies per company) for you to collect. If uncollected items exceed this limit, they will be returned to us as the sender. We can send out returned items again but we will need to collect additional postage charges from you.

 

Refunds

 

We are not obliged to provide you a refund until we receive the product(s) back from you or we receive evidence (such as proof of postage) from you that you have sent the item(s) back to us. We strongly recommend that you send the products using a secure or trackable method - e.g. Recorded/Special Delivery - and that you retain your proof of postage.

If the item is rejected your item(s) will be returned to you along with a letter outlining the reason(s).

If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment within approximately two days of being processed. Depending on your bank, it may take up to two billing cycles for the credit to appear on your credit card statement.

Faulty items will be refunded in full, including delivery charges where you have paid for the service or where an “Express”-type service has been selected as per your requirements, in which case the standard cost of delivery will apply.

Please also see the Exclusions and How to Return sections below.

 

Gift Returns

 

Please contact us via customercare@ootoclothing.com, making sure you provide us with the Order Number beginning # so that we can confirm the purchase details.

The amount paid for the item will be sent as an online gift card to a given e-mail address

If you would prefer that the sender’s account is credited for the gift please indicate this in your e-mail and along with your returned item(s).

 

Faulty items

 

Please contact us via email customercare@ootoclothing.com providing your Order Number (begins #), with as much information as you can regarding the fault. 

We will require images where possible to enable us to advise you quickly and correctly the best method for resolution. We will contact you in writing to confirm the next actionable steps within 3 working days.

Customers are entitled to a full refund up to 30 days after receiving the goods if they arrive or develop a manufacturing fault. Outside this timeframe our customer care team will advise further on the available options.

We can send an exchange or refund faulty items. Delivery costs will also be refunded where you have paid for the service or where an “Express”-type service has been selected as per your requirements in which case the standard cost of delivery will apply.

Any item(s) where a fault has been caused due to customers negligence, such as, but not limited to, pulls from wear or not following the care instructions, we will not be held responsible. Only manufacturing faults will be considered.

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