How do I return my Ottoman Hands item?

We are happy to offer FREE UK Returns through our returns portal. Unfortunately, we aren’t currently able to offer free returns for our international customers.

Standard Returns Policy:

If you are looking to return an item/items you have purchased via our website, please return it to us within 28 days of receiving your order. Please note that earrings and any other pierced jewellery cannot be returned or exchanged for hygiene reasons. 

All items must be returned unworn, in their original packaging and with proof of purchase.

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

Returns in the UK are free if the prepaid label option is chosen on the returns portal. Unfortunately, we aren’t currently able to offer free returns for international customers.

We 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. 

Sale Returns Policy:

Please note that the return period for Sale items is 14 days. Earrings and any other pierced jewellery cannot be returned or exchanged.

Gift with purchase:

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 eligible.

If you are ordering from the EU, you have a legal right to withdraw from your purchase within 14 days of receiving it. This sits within our standard 28 day returns window, so simply start your return via our portal as usual. Once we receive your item, we will refund the full purchase price plus the cost of standard delivery, to your original payment method.

Please note, earrings and any other pierced jewellery remain exempt from return, in line with our standard returns policy for hygiene reasons.

You can find the model withdrawal form (Annex I(B) to Directive 2011/83/EU) here. Please email the form to support@ottomanhands.com.

WITHDRAW FROM YOUR CONTRACT

How can I exchange a gift?

To return a gift you’ve received, please select ‘return a gift’ on our returns portal. You will need the order number and postcode relating to the order. If you do not have these details, we will guide you through the process. 

You can opt for either an exchange for an item of the same value, or a gift card which will be sent to your email address.

Please note that whilst we will not proactively notify the original purchaser, if they access their order history on their Ottoman Hands account, it may show the order status as ‘return in progress’.

Please note that if the item was purchased from one of our stockists, we would not be able to accept the return - instead please contact the stockist directly.

When will I receive my refund?

Upon the receipt of your return, we will either exchange the item or issue you with a refund, as per your request. 

Returned items will always be refunded to the original payment method used when placing your order, including gift cards. Please note that when an order has been partially paid by gift card, 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 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.

Once your return has been processed, refunds will be typically credited to your account within 5-10 working days, depending on the payment method you used to place your order.

You will receive an email notification once your refund has been processed.

Please note shipping fees, international taxes, duties and any other additional customs fees paid cannot be refunded. 

We 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. 

Does Ottoman Hands offer warranty?

Every Ottoman Hands piece purchased on our website is covered by a 1 year warranty when a valid proof of purchase is presented. Manufacturing defects like breakages or tarnishing are covered in this time and we are committed to replacing your pieces quickly and at no cost.

Please note that lost or stolen jewellery is not covered by our warranty.

Unfortunately, we do not offer repairs or replating services, instead we arrange for a replacement or store credit.

Please note we do not offer refunds as part of our warranty policy, after our standard returns period has expired.

*Jewellery showing water damage is not covered may not be eligible for a replacement, unless it is part of our Waterproof collection. 

How to start a warranty claim?

If you believe your jewellery is faulty or damaged, follow the steps below to start a warranty claim.

Visit our returns & exchanges portal to initiate the process.

Can I return Ottoman Hands pieces not purchase on ottomanhands.com?

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 retailers, 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.