Refund policy

Ottolier Return & Refund Policy

We take pride in the care and craftsmanship behind every Ottolier cushion cover.
Each piece is created in small batches from rare, repurposed fabrics and we want you to love it as much as we do.

If something is not quite right, here is how we handle returns and refunds.

1. Eligibility for Returns

You have 14 days from receiving your order to notify us of your intention to return. Items must then be returned within 14 days of that notification.
Items must be unused, in their original condition, and returned in the original packaging.
Proof of purchase is required.

2. Items We Cannot Accept for Return

Because our pieces are made in limited quantities from rare fabrics, and for hygiene reasons, we cannot accept returns on:
Custom or personalised items
Products that have been used, washed, or altered
Items that arrive back to us damaged or not in their original condition

Items marked as Final Sale

3. How to Request a Return

Email us at hello@ottolier.com with your order number and reason for return.
We will confirm your eligibility and send you the return address.
You are responsible for return postage costs unless the item is faulty or incorrect.
We recommend using a tracked service to ensure the item reaches us safely.

4. Refunds

Once we receive and inspect your return, we will email you to confirm.
Approved refunds will be processed back to your original payment method within 5 to 7 working days.
Original shipping costs are non-refundable unless the item is faulty or sent in error.

5. Exchanges

Due to the limited nature of our fabrics, we cannot guarantee exchanges for the same design.
If you would like a different cushion cover, we recommend returning your original purchase for a refund and placing a new order.

6. Damaged or Faulty Items

If your order arrives damaged or faulty, please contact us within 48 hours of delivery with photos of the issue.
We will arrange a replacement or refund at no extra cost.

7. UK Only Orders

At this time, we ship exclusively within the UK.
We cannot accept returns from outside the UK.