Delivery & Returns

Deliveries 

Please note all orders placed after the cut-off time on Friday and on the weekend or bank holidays will be shipped Monday to Friday. Orders for next day deliveries need to be placed before 12.30 pm UK time and are delivered on the next working day.

 

UK deliveries

FREE Standard delivery on orders over £60 (2-3 working days) 

Otherwise, the following costs apply:

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

Next Day Delivery - £7.00 (Orders need to be placed before 12.30 pm to ensure next working day delivery.)    

 

EU deliveries

FREE delivery on orders over £100

Otherwise, the following costs apply:

Royal Mail Tracked & Signed (3-5 working days) - £9

 

USA deliveries

FREE delivery on orders over £100 

Otherwise, the following costs apply:

Tracked Courier Delivery (3-5 working days) - £15

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) - £15

For any enquiries, please contact our customer support team.

 

Custom duties & taxes

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

Any additional amount, up to $1,000, in goods will be dutiable at a flat rate (3%).

Europe:

Since 1 July 2021, most goods to the EU are now subject to VAT and potentially a clearance fee. Orders may be subject to VAT and also goods above €150 may be subject to customs duties and a clearance fee. The thresholds and the amounts charged vary from country to country. The customs authorities in the destination country determine the thresholds and the amounts charged. See guidance from the European Commission.

Australia / NZ: 
Orders below $1000 can come into the country without incurring any duty or customs charges.

 

Please note that for orders shipping internationally there is likely to be a customs charge upon arrival of your package that is determined from country to country. DHL/UPS will be in touch with you directly to facilitate that payment.These charges are payable by the customer. Customers within the EU may be charged VAT upon arrival (before delivery) for all order values.

 

You may be required to provide additional information to DHL/UPS when your order arrives. This varies per country/region and will be updated regularly. 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.

 

Please click here for DHL's information regarding payment of customs and duties fees, this includes a handling fee per country.
 

Returns policy

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.

To return an item please email us at with your order number and reason for return at: support@ottomanhands.com

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.

We strongly advise all customers to return any items to us by ‘signed for’ delivery as we cannot accept responsibility for goods not arriving with us. 

Please note it can take up to 10 days for your order to reach the warehouse and be processed by our team.

 

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.

 

*Please note customs duties and additional fees paid are non-refundable.

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.

 

Warranty & repairs

Every Ottoman Hands piece purchased on our website is covered by a 6 month warranty when a valid proof of purchase is presented. Within 6 months if your jewellery needs repairing or replacing, please contact our Customer Support team to proceed.

Once we have received the products, they will be assessed by our expert team. We will keep in touch to advise of further steps.

Please be advised that jewellery showing intentional damage may not be eligible for a repair or replacement.

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

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