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 that the package arrives at our office within this period.
Please note: we do not offer exchanges, only returns with a refund.
To request a return, please send an email to cambieresi@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 “Otisopse”), the owner of the website www.otisopse.com.
Once the order is confirmed by email (confirmation sent after payment verification), shipment normally occurs within 2 working days if the destination address is in Italy.
For shipments to other European Union countries, delivery time is approximately 7 working days, while for non-EU countries it may take up to 10 working days.
Otisopse is committed to meeting the indicated delivery times, which can be confirmed at the time of shipment upon customer request, and in any case to completing delivery within 30 working days.
If the order cannot be fulfilled due to product unavailability, 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 the order.
Shipping costs are specified during the checkout process.
For deliveries to non-EU countries, the total price indicated in the order includes indirect taxes but excludes any customs duties or additional taxes, which will be borne by the buyer.
The buyer is encouraged to contact the relevant authorities in their country to learn about any applicable duties or taxes.
Failure to be informed of such costs at the time of the order cannot constitute grounds for contract termination or claims 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 cambieresi@otisopse.com with photos of the top and bottom of the shoes.
Once the images are verified and the request is approved, you will receive the address to which the products should be shipped.
Important: shipping costs are non-refundable; only the value of the products will be refunded.
The shipping costs for returning the goods, including any customs clearance fees or related charges, are entirely at the customer’s expense.
At the time of shipment, the customer must clearly specify that all shipping and customs costs are prepaid by the sender.
If such charges are billed to Otisopse, the corresponding amount will be deducted from the refund.
The costs and risks of return are borne by the consumer, except in cases where the product is found to be damaged upon arrival; in such cases, the costs will be covered by Otisopse, subject to verification of the cause of the damage.
If the returned products are worn, damaged, or missing original accessories (tags, laces, packaging, etc.), Otisopse reserves the right to withhold the refund.
Returns that do not comply with the original conditions or are communicated after the return period will not be accepted.
Otisopse will refund payments received within 14 days of the withdrawal notification but may withhold the refund until the returned goods have been received and verified.
Refunds 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.