Shipping, Returns and Exchanges

If you wish to return an item purchased on otisopse.com, you may do so within 15 calendar days from the delivery date. Please note that the package must arrive at our office within this timeframe. Initial shipping costs are non-refundable, and refunds apply exclusively to the value of the products purchased.

Please DO NOT CONTACT OUR STORES regarding returns or exchanges, as these are handled separately. Our customer support team is available via WhatsApp and email.

Size or Model Exchange

Otisopse does not offer direct product exchanges.

If you need a different size or model, the procedure works as a standard return with refund.

In practice:

• the customer sends the item back to our offices after receiving approval by email at cambieresi@otisopse.com;

• once the return has been received and inspected, Otisopse will issue a refund for the product value (initial shipping costs excluded);

• the customer may then place a new order on the website for the desired size or model.

This means that the so-called “exchange” is not a direct replacement of the purchased item, but rather a return followed by a new purchase.

For shipments within Italy: the customer is responsible for the shipping costs required to send the product back to our offices. Once the return is received, we will refund the purchase amount excluding the original shipping costs.

For international shipments: the customer is responsible for both the return shipping costs and the shipping costs for the new order.

To start a request, please contact us by email at cambieresi@otisopse.com including your request and attaching photos of the upper and sole of the product.

How to Start a Return Request

To start a return request with refund, please contact us by email at: cambieresi@otisopse.com

In the email, please include:

• order number (or the email address used for the purchase);

• full name;

• whether you are requesting a return or exchange;

• a brief description of the request;

• mandatory product photos:

  • photo of the upper;

  • fully visible photo of the sole.

Once we receive the information and photos, our team will review the request. Only after approval will we provide the complete instructions and return address.

Please Note

The customer is responsible for the shipping costs for returning the product to our offices.

Initial shipping costs are non-refundable; only the value of the purchased products will be refunded.

1. Delivery and Acceptance of Goods

Shipments are managed by Otisopse Web S.r.l., owner of the website www.otisopse.com.

Once the order has been confirmed by email, shipping generally takes place within 2 working days for Italy.

For shipments to other European Union countries, delivery times are approximately 7 working days, while shipments to non-EU countries may take up to 10 working days.

Otisopse undertakes to respect the indicated delivery times and, in any case, to complete delivery within 30 working days.

In the event of product unavailability, the customer will be informed promptly and refunded any amounts already paid.

If the package arrives visibly damaged, we recommend refusing the delivery or accepting it “with reservation”.

2. Shipping Costs, Duties and Taxes

Product prices are those displayed on the website at the time of the order.

Shipping costs are shown during the checkout process.

For deliveries to non-EU countries, any customs duties or local taxes are the responsibility of the customer.

Any lack of information regarding additional costs at the time of purchase shall not constitute grounds for cancellation of the order nor result in charges to Otisopse.

3. Right of Withdrawal

European Union Customers

Customers residing in the European Union have the right to withdraw from the purchase within 15 days from delivery of the product.

The withdrawal request must be sent within this period by email to cambieresi@otisopse.com.

Products must be returned intact, unused, and in their original packaging.

The refund will be issued after receipt and inspection of the returned product.

Non-European Union Customers

For orders placed from non-EU countries, including the United States and other international markets, returns are accepted only if the product is returned and received within 15 days from the delivery date.

Products must be intact, unused, and in their original packaging.

Returns received after this period cannot be accepted.

The refund will be issued after receipt and inspection of the returned product.

Initial shipping costs are non-refundable, and refunds apply exclusively to the value of the products purchased.

To start a return or exchange request, customers must contact cambieresi@otisopse.com and attach the required photos of the upper and sole.

Return Shipping Costs and Customs

Return shipping costs, including any customs duties or clearance fees, are entirely the responsibility of the customer.

The customer must clearly specify that all shipping and customs clearance costs are to be paid by the sender.

Should any such charges be billed to Otisopse, the corresponding amount will be deducted from the refund.

The costs and risks related to the return remain the responsibility of the customer, except in cases where the product arrives damaged and after verification of the causes.

If returned products show signs of wear, damage, or are missing original accessories, Otisopse reserves the right to refuse the refund.

Returns communicated outside the allowed timeframe or not compliant with the stated conditions will not be accepted.

Otisopse will process the refund within 14 days from notification of withdrawal, withholding the refund until the returned goods have been received and inspected.

Refunds will be issued using the same payment method used for the purchase or via bank transfer in the case of cash-on-delivery payments.

Cases Where the Right of Withdrawal Does Not Apply

Pursuant to Article 59 of Legislative Decree No. 206/2005 (Italian Consumer Code), the right of withdrawal does not apply in cases where the product has been customized at the customer’s request.