Refund Policy

Shipping & Returns  

 

OTAA assists with easy returns to make sure you're happy with your purchase. 

 

1. Returns 
You will be responsible for paying for the return shipping costs. Shipping costs are non-refundable. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance.
 
 

You must return your items to the address below within 30 days from the day you receive your package. If more than 30 days has elapsed, unfortunately we cannot process your refund. Please write your order number on the outside of the package with your name. You will receive your refund in the original form of payment.

 

2. Can I buy a bunch of stuff to check out the colours but return them all upon inspection? 

 

We recommend dropping us a line instead at hello@otaa.com as our stylists know all the ins and outs of our products and love assisting. Please note that should you still wish to purchase a bunch of stuff, the returns will be subject to our returns policy. The OTAA stylists will find accessories that match your swatch and take images of them on our mannequins and email you with both the images and product codes. This way, you can buy them directly online using the product code and be assured that they’ll match. This is better for the environment and saves on postage fees and admin.

      

3. Return Policy Breakdown


• Merchandise must be returned within 30 days of receival for a refund

  • Merchandise must be returned within 60 days of receival for an exchange
    • Merchandise must be unworn and unwashed
    • Merchandise must have all tags, including any OTAA handtags, attached in original plastic
    • Any merchandise marked "Sale" cannot be returned
    • Gift cards are non-returnable and non-refundable
4. Processing Refunds


• Refunds will be processed within approximately 10 to 15 business days after we receive your return
• Original shipping charges are non-refundable

 

5. Exchange Fee

 

None!
When refunded by
store credit.

 

6. Is there a return fee?


Yes. The return fee is deducted from your refund per order. Below are the relevant fees for each country:
Belgium - €10 
Australia - $10
Canada - CA$10 
France - €10 
Germany - €10 
Hong Kong - HK$60 
Italy - €10 
Netherlands - €10 
New Zealand - NZ$10
Singapore - SG$10 
Spain - €10
United Kingdom - £10
United States - $10

 

7. Why do I have to pay for a return?


While some companies build in return fees into their prices, we charge only when you return your items so that we can keep our prices as low as possible. This way, you’re not paying for peoples' returns or shipping.

 

If you wish to make a return, please go to our returns page. Upon receiving and inspecting the goods, your refund will be issued via the original payment method. Unfortunately we cannot refund duties, taxes or shipping charges.

 

8. Taxes & Duties

 

You will be liable for all import duties, customs and taxes levied by your country your order is being shipped to. These will be due at the point of or after delivery. We are not liable for these charges and unfortunately they cannot be reimbursed or refunded by OTAA. If you are unsure of the charges, please contact your local customs office to find out more information.

9. Late or missing refunds

 

If you haven’t received a refund yet, please allow 10-15 business days for the funds to appear in your account. Please contact your bank if the funds have not appeared after this time frame, as there can be processing times within different banks. If you’ve done all of this and you still have not received your refund yet, please contact us at hello@otaa.com. 
 
10. Gifts

 

If the item was marked as a gift when purchased and was shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Start My Return