Delivery & Returns Information
Shipping Costs & Timescale
We aim to keep our delivery costs as low as possible, whilst still offering a very speedy and reliable Standard Delivery Service. We also offer various delivery options to meet the need for more urgent and time specific delivery.
STANDARD UK DELIVERY SERVICE: Our warehouse team are very efficient and we aim to dispatch from our warehouse the same or very next working day. Therefore, our Standard UK service offers a timely FREE option. However, a specific delivery date is not guaranteed and parcels may take longer to arrive during busy times.
NEXT DAY UK DELIVERY SERVICE**: Our Premium UK delivery service is very fast but does not have a guaranteed dispatch or delivery date. Orders received before 2pm, Monday to Friday, will be dispatched the same working day for delivery the next working day. Royal Mail 24 hour Tracked, or Parcelforce 24 hour for larger parcels, services are used. A cost effective alternative to Express Delivery for a speedy service, but where a Next Day delivery is not critical.
Please note: Orders received before 2pm on a Friday will be delivered the following Monday (excluding bank Holidays); orders received after 2pm on Friday and over the weekend would be dispatched on the following Monday for delivery on Tuesday.
It is important to note that customers living outside the UK may incur local taxes and import duties, which may involve slight delays. The customer is solely responsible for the payment of any of these additional charges that may be imposed. These local fees are not included on the Spotty Otter invoice.
* We aim to achieve our Next Day Services to most areas of the UK. However, this cannot be guaranteed to the Scottish Highlands and Islands, Northern Ireland, Isle of Man, Isles of Scilly and the Channel Islands, which may take slightly longer. Your order will be prioritised and dispatched on our Express Delivery Services, and therefore you will receive your item much faster than with our standard service. However, delivery cannot be guaranteed to be the next working day.
** If Next Day Delivery is booked after Midday on a Friday, over a weekend or bank holiday, or during any announced Christmas closing dates, parcels will be dispatched on the next working day.
*** Should for any reason the effective cost of dispatching your order exceed significantly the delivery fees charged to you, Spotty Otter reserves the right to contact you to discuss the matter and on some very rare cases cancel your order.
It's important that you're 100% happy with your purchase. If you do not feel satisfied, or are unhappy for any reason, we recommend that you get in contact with us so that we can provide further advice or suggest an alternative style. All that we ask is that the item you are returning is unworn, with ALL original labels, within 30 days. We cannot accept an item that has been used or shows signs of use in the interests of both health and hygiene. If you have any concerns pertaining this, please call us at 01226 767321.
We will happily, with proof of purchase, offer a full refund for all items received back within 30 Days of purchase. All sale items are strictly refund for all received back to us within 14 days from when the order is received.
If you would like to return all or part of your order please visit: Royal Mail
Please fill out the relevant return information, including order number. After entering your details, either print your label out at home or scan the QR code at your local post office. Remember to keep your proof of postage. We offer these return labels at a cost of £3, which will be deducted from your overall refund amount (this service excludes larger parcels over 61cm x 46cm x 46cm or heavier than 20kg )
Items with a branded box must be returned with the box in perfect condition. We recommend using the bag the item was received in to prevent damage. Please don’t attach labels to branded boxes. If branded boxes are returned damaged, we may not be able to offer you a refund.
We do not offer exchanges, please place a new order, and return any unwanted items for a refund.
How long should a return take?
Please allow up to 21 days for the full returns process to be completed. All Free Gifts/ Promotions must also be returned if no longer applicable, non-receipt will result in a charge for the goods not returned.
This does not affect your statutory rights.
We will happily, with proof of purchase, offer a Full Refund for all items received back within 30 Days of receipt. All sale items are strictly Refund for all received back to us within 14 days of receipt.
If you cancel your order and request a refund, please note it may take up to 5-7 working days for funds to reach your account. If you still haven't received your refund after 7 working days, please contact our customer service team.