Refund policy

Returns & Refunds Policy

Thank you for shopping with Otters Pockets. We aim to provide high-quality personalised products and a smooth shopping experience. Please read our Returns & Refunds Policy carefully before placing an order.

Personalised & Made-to-Order Items

Because our products are customised specifically for you, we are unable to accept returns, exchanges, or cancellations for personalised or made-to-order items unless they arrive:

  • Damaged
  • Defective
  • Incorrect (e.g., wrong name, wrong design, wrong size based on your order)

If you receive a faulty or incorrect item, please contact us within 7 days of delivery with:

  • Your order number
  • A description of the issue
  • Clear photos of the product and any damage

We will offer a replacement or refund depending on the situation.

Non-Personalised Items

For non-personalised items, we accept returns within 14–30 days of delivery (choose your preferred timeframe). The item must be:

  • Unused and in its original condition
  • In the original packaging

Customers are responsible for return shipping costs unless the item arrived damaged or incorrect.

Order Changes & Cancellations

Because personalised items enter production quickly, cancellations or changes are only possible if your order has not yet been processed. Please contact us immediately at:

support@otterspockets.co.uk

We cannot guarantee modifications after production has begun.

Damaged, Faulty, or Incorrect Items

If your order arrives damaged, defective, or not as described:

  1. Email us within 7 days of receiving it.
  2. Provide your order number and photos of the issue.

  3. We will arrange a replacement or refund at no additional cost to you.

Refund Processing

Once a refund is approved:

  • Refunds will be processed back to your original payment method.
  • Processing typically takes 3–10 business days, depending on your payment provider.

Shipping Costs

  • Shipping costs are non-refundable, except in cases where we made an error or the product is faulty.
  • For returns of non-personalised items, return postage is the customer’s responsibility.

Contact Us

If you have any questions or need help with a return, please reach out:

Email: support@otterspockets.co.uk
Customer Support Hours: 9am-6pm