Warranty & Service

1. THE OTTO QUALITY PROMISE OTTO is committed to selling only high-quality, authentic merchandise from the world's leading brands. We act as an authorized retailer for all products listed on our site, ensuring you receive genuine goods directly from the manufacturer.

2. DEFECTIVE MERCHANDISE POLICY While we conduct rigorous quality checks, manufacturing errors can occasionally occur.

• Definition of Defect: A defect is defined as a flaw in the construction or materials (e.g., broken zippers, split seams, missing buttons, leather discoloration) present at the time of receipt.
• Reporting Window: Defects must be reported within 3 business days of delivery.
• Resolution: If an item is verified as defective, we will offer a free replacement (subject to availability) or a full refund, including all shipping costs.

3. LIMITED WARRANTY ON FOOTWEAR & ACCESSORIES

• Footwear: We cover structural failure (e.g., sole separation, heel detachment) for 60 days from the date of purchase, provided the shoes have been used under normal conditions.
• Bags & Hardware: We cover broken clasps, buckles, and straps for 90 days.

4. WHAT IS NOT COVERED Our quality guarantee does not cover damage caused by:

• Wear and Tear: Natural breakdown of materials over extended use (e.g., scuff marks on shoes, fading denim, pilling on sweaters).
• Accidental Damage: Rips, cuts, or stains caused by the user.
• Improper Care: Damage resulting from incorrect washing, drying, or ironing (failure to follow the care label).

5. CUSTOMER SERVICE CONTACT Our US-based support team is available to assist with product inquiries, sizing advice, and order issues.

• Email: service@otto-vendor-example.com
• Phone: 1-888-OTTO-USA (Mon-Fri, 9:00 AM – 6:00 PM EST).
• Response Time: We aim to respond to all written inquiries within 24 hours.