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Returns & Exchanges

1. OUR GUARANTEE We want you to be completely satisfied with your OTTO purchase. If for any reason you are not, we will gladly accept returns of merchandise that meets our return criteria within 30 days of the delivery date.


2. ELIGIBILITY FOR RETURNS To qualify for a refund, items must be in new, resalable condition:

  • Unworn & Unwashed: Items must show no signs of wear, stains, makeup, or odors.
  • Original Tags: All manufacturer tags and OTTO security tags must be attached in their original position.
  • Footwear: Shoes must be returned in the original, undamaged shoe box. The shoe box itself must be packed inside a shipping carton. Taped or damaged shoe boxes will incur a $15 repackaging fee.
  • Protective Liners: Swimwear and intimate apparel must have the hygiene liner intact.


3. NON-RETURNABLE ITEMS (FINAL SALE) The following items are ineligible for return or exchange:

  • Gift Cards.
  • Customized or personalized items.
  • Face masks and opened cosmetics/grooming products.
  • Items marked as "Final Sale" or "Clearance" (discounted by 50% or more).


4. USA RETURN PROCESS

  1. Log in to your account and visit the "My Orders" section.
  2. Select the item(s) you wish to return and print the prepaid UPS return label.
  3. Pack your items securely.
  4. Drop off the package at any UPS location.
  5. Cost: A flat fee of $8.95 will be deducted from your refund for the use of the prepaid label.


5. INTERNATIONAL RETURN PROCESS International customers are responsible for the cost of return shipping.

  1. Contact Customer Service at returns@otto-vendor-example.com to receive a Return Authorization (RA) number.
  2. Ship the package via a trackable carrier (DHL, FedEx, Local Post) to our US Returns Center.
  3. Customs Declaration: You must mark the package as "RETURNED GOODS" with a value of $0 to avoid being charged export duties. We are not responsible for packages held in customs.


6. REFUND PROCESSING Please allow 7–10 business days for us to receive and inspect your return.

  • Once approved, a refund will be issued to your original form of payment.
  • Original shipping charges are non-refundable.
  • You will receive an email confirmation once the refund has been processed.


7. EXCHANGES We do not offer direct exchanges. To ensure you get the size you need before it sells out, please return your original item for a refund and place a new order immediately.