Refund policy

Standard Returns

If you purchased your item directly from ottomanhands.com, you may return eligible items within 28 days of receiving your order for a refund or exchange.

Items must be:

• Unworn and unused.
• Returned in their original packaging.
• Accompanied by proof of purchase.

For hygiene reasons, earrings and other pierced jewellery cannot be returned or exchanged, unless faulty. Gift cards and gift packaging are non-refundable.

Sale Items

Sale items may be returned within 14 days of receiving your order.

Pierced jewellery remains non-returnable for hygiene reasons.

How to Start a Return

All returns should be initiated through our online returns portal.

We offer free returns within the UK when using the prepaid returns label available through our returns portal.

International customers are responsible for paying for return shipping. We recommend using a tracked service, as we cannot accept responsibility for returns lost in transit.

Refunds

Once your return has been received and inspected, we will process your refund or exchange.

Refunds are issued to the original payment method used at checkout.

Where an order was paid for using both a gift card and another payment method, any amount paid by gift card will be refunded to the gift card first, with any remaining balance refunded to the original payment method.

Please allow up to 10 days for your return to reach us and be processed. Once processed, refunds typically appear within 5–10 working days, depending on your payment provider.

Original shipping charges, international duties, taxes and customs fees are non-refundable, except where required by applicable law.

Refunds are processed in GBP (Pound Sterling). We cannot accept responsibility for any changes in exchange rates between the date of purchase and the date of refund.

Gift with Purchase

If your order included a complimentary gift as part of a promotion and you are returning your order for a refund, the complimentary gift must also be returned where required for your return to remain eligible.

Gift Returns

Gift recipients may return eligible items through our online returns portal.

A gift may be exchanged for another item of the same value or exchanged for a gift card.

The original purchaser will not be proactively notified of the return, although the return status may be visible within their account order history.

EU Right to Withdraw

If your order was delivered to a country within the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your order.

This right is covered within our standard 28-day returns period. Once we receive your returned item, we will refund the purchase price together with the cost of standard delivery, in accordance with applicable consumer law.

Pierced jewellery remains exempt from return for hygiene reasons where permitted by law. Customers wishing to exercise their Right to Withdraw may complete the EU Model Withdrawal Form and email it to support@ottomanhands.com.

Warranty

Jewellery purchased directly from ottomanhands.com is covered by a 12-month warranty against manufacturing defects when accompanied by valid proof of purchase.

The warranty covers manufacturing faults such as breakages or tarnishing during normal use. Lost or stolen items are not covered.

Where a valid warranty claim is approved, we will provide a replacement or store credit. We do not offer repairs, replating services or refunds under our warranty once the standard returns period has expired.

Jewellery showing water damage is not covered unless it forms part of our Waterproof Collection.

Warranty claims should be submitted through our online returns portal.

Items Purchased from Stockists

We can only accept returns or warranty claims for products purchased directly from ottomanhands.com.

If you purchased your jewellery from one of our authorised stockists or another retailer, please contact the original retailer, as their returns policy will apply.

Contact Us

If you have any questions regarding returns, refunds or warranty claims, please visit this page for more information or contact support@ottomanhands.com.