I want you to be completely happy with your purchase, so if your shoes are not right for you, you can return them within 14 days of receipt, following the instructions below. Please try your shoes on with clean feet, without stretching the leather, and on a carpeted floor (so as not mark the soles). Please return in the same condition as received, in ALL original packaging, and secure the outer packaging with robust parcel tape.
As Otto + Ivy is a small business, I kindly ask that you check all the sizing information and product details on the website, to gather as much information about your shoes as possible before purchasing, and minimise the need for returns.
Please refrain from ordering more than one size per style, since guaranteed returns are costly, and instead drop me (Laura) a DM on Instagram or email firstname.lastname@example.org if you need sizing help. I'm always happy to assist!
Once we have received your returned item(s), and provided the order has been sent back as per the Returns Policy, we will process your refund, minus your outward shipping costs, and you will be sent an email to confirm this. Please allow 7 days for us to receive and process your refund.
Free exchanges are only available to residents of the United Kingdom, stock levels permitting. Free exchanges are only valid for a change of size, not for a change of style or colour in the same size. If you would like to arrange an exchange for a different size, please email email@example.com with the subject EXCHANGE. You are entitled to one exchange per pair of shoes ordered. If your new, exchanged pair of shoes still does not fit, and you would like to try another size, please return them and place a brand new order.
UK customers can return their shoes for free at any Post Office or Royal Mail customer service point using the Otto + Ivy Royal Mail returns portal. Unfortunately I cannot cover the cost of your return unless you use this free returns service.
If you would like to return your shoes, please click on the badge below and follow the steps to generate your free returns label.
In the unlikely event that you are returning your shoes because they were faulty on arrival, please also email Laura on firstname.lastname@example.org, detailing the issue. (Please do not write notes on your dispatch note, as paperwork needs to be destroyed on arrival at the warehouse for GDPR protection.)
You will need to enter your Order Number (beginning with OT and found on your packing slip and email notification).
If you need any help with this service, or are returning multiple items, please contact me (Laura) at email@example.com and I will help you with your free returns.
EU AND INTERNATIONAL RETURNS
I regret that I am unable to cover the cost of returns outside of the UK, but I am happy to accept returned shoes for a refund, providing they are unworn and in a re-saleable condition. (Please see Returns Policy).
Clearly mark the box as RETURNED PURCHASE for customs. Any customs/duty payments incurred are not the responsibility of Otto + Ivy and will be removed from your refund. Otto + Ivy cannot take responsibility for parcels lost in transit, so you are strongly recommended to use a tracked shipping service.
Once your package has been returned, and if the shoes are in a re-saleable condition, your refund will be credited back to your original payment method, less any shipping costs paid. Otto + Ivy is not responsible for refunding shipping costs or any taxes or duties payments that have been made by you.
If you paid for your order using Paypal, you may be eligible for their free returns service. For more information, please click here (please note this will take you to their external site).