Refund policy

When to initiate a return/refund?

 

15 days from the moment you confirm receipt of your item.

Refunds will not be granted for:

Buyer’s remorse or change of mind

Incorrect shipping information provided by the customer

Delays caused by customs, natural disasters, or global events beyond our control

If there’s a problem with your item, follow these steps:

 

Return/refund request

Let the store know what the problem is and upload any supporting info if needed (images, screenshots etc), to help you reach a satisfactory solution.

 

Return Process

Due to the complexities of international shipping and customs clearance, the refund process is significantly longer, by initiating an international return, you agree to these costs and extended processing timelines.

 

Who pays the return cost?

For all international returns, the customer is fully responsible for all return shipping costs. This includes all postage fees, as well as any and all customs duties, import taxes, and brokerage fees incurred during the return shipment.

 

When will you receive the refund?

We will notify you, and let you know if the return/ refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 3-20 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 20 business days have passed since we’ve approved your refund, please contact us at info@otiliaapparel.com.