DELIVERY + RETURNS
Please note that your Otto + Ivy shoes are dispatched on weekdays Monday - Friday, excluding bank holidays. Items ordered before 11am will be dispatched the same working day. Items ordered after 11am will be dispatched the following working day.
TRACKING: Once your order has been shipped you will receive a shipping confirmation email. If you have any questions about your order, please contact firstname.lastname@example.org. All packages must be signed for. If you are not in, your delivery-person should leave a card for you with further instructions.
Royal Mail Standard Tracked (2-3 working days) £4.99
REST OF EUROPE
Europe Tracked (5-7 working days): £14.99
REST OF WORLD
Worldwide Tracked (7-10 working days): £19.99
DUTIES NOTICE: Orders outside of Europe are shipped on a DDU (Delivery Duties Unpaid) basis. This means that any duties and taxes incurred in the country of destination are the responsibility of the customer. You may or may not be required to pay a tax to release your shipment from customs. For more information, please consult your local customs office.
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.
Once I have received your returned item(s), and provided the order has been sent back as per the Returns Policy, I will process your refund, minus your outward shipping costs, and you will be sent an email to confirm this. Please allow 14 days for me to receive and process your refund (although it will likely be much quicker than this).
Exchanges are not currently available.
UK Customers can return their shoes for free at any Collect+ store. 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. You will only be able to use the free returns service if you have access to a printer.
Please note that in the returns portal, you will need to enter the email address you used to make the order, and the Channel Reference, which is the 8 digit number on your packing slip (you don't need to include the hashtag).
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).
Please contact Laura at firstname.lastname@example.org, stating your order number and the reason for your return, and I will provide you with my return shipping address.
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.
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).