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Delivery & Returns

Please note all orders placed after our cut-off time on Friday, on the weekend or bank holidays will be shipped on the next working day. Orders for Next Day delivery need to be placed before 1pm UK time to be delivered on the next day.

 

 

UK Deliveries

  

FREE Standard delivery on orders over £100 (2-3 working days) 

Otherwise, the following costs apply:

Standard Delivery - £3 (2-3 working days)

 

Express - Next Day Delivery by 1pm (excl. Sundays) - £7

(Orders need to be placed by 1pm on Monday-Friday to ensure next day delivery)    

Next day deliveries are available from Monday-Saturday, excluding Sundays and Bank Holidays. Please note a signature is required for this delivery, unless a safe place or delivery to a neighbour is designated by the receiver.

 

Next day delivery postcodes and exceptions

We deliver throughout the UK, Channel Islands and Isle of Man. However, there are certain delivery restrictions in particular areas: 

We deliver by 5.30pm the next working day in the following postcode areas:

AB30 - 39, 41 - 45, 51 - 56
HS1, 3 - 9
IV21 - 28, 40 - 49, 51 - 56
KA27, 28
KW1 - 3, 5 - 15
KW16 Stromness Town only
PA20 (0&9)
PA28 - 38, 41 - 49, 76, 77
PH15, 17 - 26, 31 - 40, 49, 50
ZE1

We deliver within two working days by 5.30pm to the following postcodes areas:

HS2
PA60 - 75, 78
ZE2, 3

We deliver within three working days by 5.30pm to the following postcode areas:

KW16 - non Town
KW17
PH30, 41 - 44

Delivery within two working days by 5.30pm is available to the Channel Islands and Isle of Man.

 

Saturday delivery

Some businesses won't accept Saturday deliveries, including:

  • banks
  • building societies
  • travel agents
  • jewellers
  • Post Office® branches

We can't guarantee Saturday delivery to the Channel Islands and Isle of Man.

 

EU Deliveries

  

All EU orders are now delivered without any further fees at delivery. The price at checkout is inclusive of all import VAT / Duties. Please note that in some cases deliveries to non-EU member states, such as Switzerland, Norway and Iceland, may incur VAT charges at delivery. Please contact us at support@ottomanhands.com should you have any issues.

 

FREE standard delivery on orders over £100

Otherwise, the following costs apply:

Standard Delivery (5-10 working days) - £9

Express Delivery (1-3 working days) - £25

  

USA Deliveries

 

FREE tracked courier delivery on orders over $100 

Otherwise, the following costs apply:

Tracked Courier Delivery (1-3 working days) - $30

Up to $800 in goods will be duty-free

 

Rest of the world

 

FREE Worldwide delivery on orders over £100

Otherwise, the following costs apply:

Tracked Courier Delivery (3-5 working days) - £25

For any enquiries, please contact our customer support team.

 

Custom duties & taxes

Please note that for international orders (outside the UK & EU) there is likely to be a customs charge upon arrival of your package that is determined from country to country.  This varies per country, we suggest checking with your local country’s latest import fee rules before placing an order as we are unable to calculate exact customs fees. Your local postal office or DHL Express will be in touch with you directly to facilitate that payment. These charges are payable by the receiver. You may be required to provide additional information such as a national ID to our shipping partners when your order arrives.

  

Europe: No VAT / duties at delivery

All EU orders are delivered without any further fees at delivery. The price at checkout is inclusive of all import VAT / Duties. Please contact us at support@ottomanhands.com should you have any issues.

 

USA: up to $800 in goods will be duty-free

Orders over $800 may be subject to import duties and taxes on delivery and these are payable by the receiver.

 

Australia / NZ: up to $800 AUD in goods will be duty-free

For goods with a value of AUD1000 or less, there are generally no duties, taxes or charges to pay at the border. 

For goods with a value over AUD1000, you will need to fill out an Import Declaration, and pay any duties, taxes and charges at delivery.

 

 

Returns

 

Changed your mind? Start your return here.

  

If you are not happy with an item and have purchased it via our website, please return it to us within 28 days of receiving your order unworn and unused, together with the original packaging. Please kindly note that the return period for sale items is 14 days.

 

Please note that earrings and any other pierced jewellery cannot be returned or exchanged for hygiene reasons.

Gift cards and gift packaging are final sale items and not eligible for a return.  This does not affect your statutory rights. 

 

Upon the receipt of your return, we will either exchange the item or issue you with a refund, as per your request. Please note shipping charges will not be refunded.

If you have received a gift with purchase as part of your order and you wish to fully or partially return your order for a refund, then please note that the gift with purchase should be returned as well in order for your return to be valid.

We strongly advise all customers to return any items to us by a tracked / signed for delivery as we cannot accept responsibility for goods not arriving to us. 

Please note it can take up to 10 days for your order to reach us and be processed by our team. During exceptionally busy times, such as Black Friday and Christmas, there may be delays in processing returns.

 

Gift with purchase:

Please note if you wish to refund an order that contained a gift with purchase, please note that you will need to also return the gift in order to be eligible for a refund, otherwise your return may be voided. 

 

Refunds

Returned items will always be refunded to the original payment method used when placing your order, including gift cards.

        • Credit or Debit Card - We will credit your account within 5-10 working days of receipt of your items.
        • PayPal - Your refund will be visible in your PayPal account within 24 hours of your refund email being sent.
        • Klarna - You will receive a refund within 10 working days. Your refund will be issued back to the credit or debit card you used at checkout to pay your first instalment. Customers can stay on top of their payment schedule by downloading the Klarna App or logging into their Klarna account here.
        • Gift cards - We will credit your original gift card as soon as we receive your items. Please note that when an order has been partially paid by gift card, then the amount used from a gift card will be returned to the gift card first, and the remaining balance is refunded to the credit card used.

 

*Please note that when you use our UK pre-paid postage labels for your return we charge a £3 return fee.

Shipping fees, international taxes, customs duties and any other additional fees paid are cannot be refunded. Additionally, gift bags and gift cards cannot be refunded.

As the responsibility for any customs or import duties and taxes lies with the customer, we are unable to refund any charges incurred upon delivery of the order. However, you may be able to recover these costs by contacting your local customs bureau directly. If you deny delivery of your package, duties and taxes payments will not be refunded. We recommend customers contact their local authorities for any further information regarding these payments.

Ottoman Hands will process any refunds in UK Pounds Sterling and will not take any responsibility for the change in the currency rates occurred between time of purchase and return.  

 

Purchases through stockists

Please be aware we can only offer refunds and exchanges on items purchased through our own website. If you have purchased products through one of our stockists or third party platforms, you will need to return the items to where you have purchased them from.

Our stockists and third party platforms may have a returns & exchange policy different to us. 

 

Wolf and Badger customers

For purchases made through the Wolf and Badger site, please refer to their returns guide for more information.

 

Extended 1 Year Warranty

Every Ottoman Hands piece purchased on our website is covered by a 1 year warranty when a valid proof of purchase is presented. 

UK customers: Start your warranty claim here.

International customers: please contact our Customer Support team and email us images of the faulty piece with your claim.

 

Unfortunately, we do not offer repairs or replating services, but any manufacturing defects like breakage or tarnishing are covered in this time period and we're committed to replacing these at no cost, depending on stock availability.

Please be advised that lost or stolen jewellery or jewellery showing water damage may not be eligible for a replacement.

This warranty is in addition to other rights you may have in relation to the piece.

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