Refund policy
Shipping and Returns
If you wish to return an item purchased on otisopse.com, you may do so within 15 calendar days from the delivery date. It is important to note that the package must arrive at our office within this period.
Please Note: We do not offer exchanges, only returns with a refund. If you wish to return an item, please send an email to info@otisopse.com, attaching detailed photos of the top and sole of the shoes.
Important: Shipping costs are non-refundable; only the value of the products will be refunded.
1. Delivery of Goods and Acceptance
Shipments are managed by Otisopse web srl (hereinafter simply Otisopse), the owner of the website www.otisopse.com. Once the order is confirmed via email (confirmation sent after payment verification), the shipment usually occurs within 2 working days if the destination address is in Italy. For shipments to other European Union countries, the delivery time is about 7 working days, while for non-EU countries, it may take up to 10 working days.
Otisopse commits to meeting the indicated delivery times, which can be confirmed at the time of shipment upon customer request, and in any case, to complete the delivery within 30 working days.
If the order cannot be fulfilled due to the unavailability of the product, Otisopse will promptly inform the buyer and refund any amounts already paid.
If the package arrives visibly damaged, we recommend refusing the delivery or accepting it "with reservation."
2. Shipping Costs, Taxes, and Duties
The price of the products is as indicated on the otisopse.com website at the time of order.
Shipping costs will be indicated during the order process. For deliveries to countries outside the European Union, the total price indicated in the order includes indirect taxes but excludes any customs duties and other taxes, which will be borne by the buyer. The buyer is encouraged to consult the competent authorities in their country to learn about any applicable duties or taxes.
The lack of information about additional costs at the time of order cannot be a reason for contract termination nor a source of charges against Otisopse.
3. Right of Withdrawal
The consumer has the right to withdraw from the contract without penalty within 15 calendar days from the delivery of the product or, in the case of multiple products delivered separately under one order, from the delivery of the last product.
To exercise the right of withdrawal, send an email to info@otisopse.com with photos of the top and bottom of the shoes. Once the images are verified and the request is approved, you will be informed of the address to which the products should be sent.
Important: Shipping costs are non-refundable; only the value of the products will be refunded.
The costs and risks of the return will be borne by the consumer, except in cases where the product is found to be damaged upon arrival, in which case the costs will be covered by Otisopse, subject to verification of the damage's cause. If the returned products are worn, damaged, or missing original accessories (including tags, laces, packaging, etc.), Otisopse reserves the right to withhold the refund. Returns that do not comply with the original conditions or are communicated outside the return period will not be accepted.
Otisopse will refund the payments received within 14 days of the withdrawal notification, withholding the refund until the returned goods are received and verified. The refund will be made using the same payment method used for the purchase, or by bank transfer in the case of payment on delivery, unless otherwise requested by the customer.
CASES IN WHICH THE RIGHT OF WITHDRAWAL IS EXCLUDED
According to Art. 59 of Legislative Decree No. 206/2005 (Consumer Code) and subsequent amendments, the right of withdrawal is excluded in cases where the product has been customized at the customer's request.