Shipping, Returns and Exchanges
If you want to return an item purchased on the otisopse.com website, you can do so within 15 calendar days from the delivery date. It is important that the package arrives at our office within this period. Initial shipping costs are not refundable and the refund only covers the value of the products.
Please DO NOT CONTACT the SALES POINTS for returns and exchanges as this is handled differently. Our support team is ready to assist you via WhatsApp chat and email.
How to start a return request (Two Options available)
To meet your needs, you can start the return or exchange process in two ways:
OPTION 1 (Recommended and Automatic - Self-Service Returns): You can manage everything independently directly from your customer account. Visit the account login page: [otisopse.com/account](otisopse.com/account).
Enter the email address used for the purchase and enter the
6-digit one-time verification code you will receive by email. Once logged in, select the order, click on "Request return", choose the items and submit the request.
OPTION 2 (Traditional via Email): If you encounter difficulties or prefer support from our team, please contact us by email at: cambieresi@otisopse.com. (IMPORTANT NOTE:
for users with Libero mail, emails sometimes end up in spam, please check there as well.) In the email, indicate:
Order number (or email used for the purchase);
First and last name;
If you want a return or exchange (and, in case of exchange, desired size/model);
A brief description of the reason for the request;
Mandatory photos of the item: Photos of the upper (top part) and photos of the sole (fully visible).
Once the request is received (via automatic portal or via
email) and after verifying the photos, our team will approve the request and will
will provide complete instructions and the address to send the product to.
Size or model exchange
Otisopse does not make direct exchanges of goods.
If you need a different size or model, the procedure works like a normal return with refund (as indicated in the next point).
In practice:
- the customer sends the product from
return to our offices, subject to approval of the request via
email at cambieresi@otisopse.com; (IMPORTANT NOTE: for users with Libero email, emails sometimes end up in spam, please check there as well.)
- once the return is received and verified, Otisopse proceeds with the refund of the product value (initial shipping costs are excluded);
- after starting or receiving the refund, the customer can place a new order on the site choosing the desired size or model.
This means that the so-called “exchange” does not consist of a direct replacement of the purchased product, but a return followed by a new purchase.
- For shipments within Italy: The customer will only have to bear the shipping costs to send the product to be returned to our laboratories. Once the return is received, we will proceed with the refund of the purchase amount (excluding shipping costs). In
at the same time the customer can already place a new order selecting the
size or the correct model provided the destination is
always within Italy.
- For international shipments: The customer must bear the shipping costs both for the return and for sending the replacement item.
To start a request, please contact us by email at cambieresi@otisopse.com, indicating the request and attaching the photos (upper + sole).
Also, to facilitate operations, we have created an optional service
premium "Size exchange savings" at a cost of €9.99 (to be done at
at the time of purchase). All details at the bottom of the page.
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, indicate:
- Order number (or email used for the purchase);
- First and last name;
- If you want a return or exchange (and, in case of exchange, desired size/model);
- A brief description of the reason for the request;
- Mandatory photos of the item:
photo of the upper (top part);
photo of the sole (fully visible)
Once the information and photos are received, our team will evaluate
the request. Only after approval will we provide you with the instructions
complete and the address to which to send the product.
Note
- The customer is required to bear the shipping costs for returning the product to our offices.
- The customer will only have to bear the shipping costs to send the
product to be returned to our laboratories. Once received,
return, we will proceed with the refund of the purchase amount (excluding shipping costs).
- Important: initial 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”), owner of the site www.otisopse.com. Once the order is confirmed by email (confirmation sent after payment verification), shipping usually takes place 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 respecting the indicated delivery times and in any case to complete delivery within 30 working days.
In case of order non-fulfillment due to 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 delivery or accepting it “with reservation.”
2. Shipping costs, taxes, and duties
The product price is the one shown on the otisopse.com website at the time of the order.
Shipping costs will be indicated during the ordering 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 the buyer’s responsibility.
The buyer is advised to check with the competent authorities in their country to learn about any applicable duties or taxes.
Any lack of information about additional costs at the time of order cannot be grounds for contract termination nor a reason to charge such costs to Otisopse.
3. Right of withdrawal
Right of withdrawal (European Union Customers)
Customers residing in the European Union have the right to withdraw from the purchase within 15 days of product delivery.
The withdrawal notice must be sent within this period by email to customer service at cambieresi@otisopse.com.
Products must be returned intact, unused, and in the original packaging.
Refunds will be made after receipt and inspection of the returned product.
Returns (Non-European Union Customers)
For orders placed from countries outside the European Union, including
United States and other international markets, returns are accepted only at
provided that the product is returned and received within 15 days from the delivery date.
Products must be intact, unused, and in the original packaging.
Returns received after this deadline cannot be accepted.
The refund will be made after receipt and inspection of the returned product.
Initial shipping costs are non-refundable and the refund applies exclusively to the value of the products.
To start a return request with a refund or an exchange, please contact us by email at cambieresi@otisopse.com, attaching the requested photos (upper + sole). Once the request is approved, we will provide you with instructions and the address to send the product.
Return and customs costs
Return shipping costs, including any charges
customs or customs clearance costs are entirely the customer's responsibility.
At the time of return shipment, the customer must specify
clearly stating that all shipping and customs clearance costs are the customer's responsibility.
If such costs are charged to Otisopse, the corresponding amount will be withheld from the refund.
The costs and risks for the return will be borne by the
consumer, except in cases where the product is damaged
upon arrival, in which case the costs will be borne by Otisopse,
after verifying the causes of the damage.
If the returned products are worn, damaged, or missing original accessories (including tags, laces, packaging, etc.), Otisopse reserves the right not to proceed with the refund.
Returns that do not comply with the original conditions or are reported late will not be accepted.
Otisopse will refund payments received within 14 days
from the withdrawal notification, withholding the refund until receipt
and inspection of the returned goods. The refund will be made using the
same payment method used for the purchase, or by bank transfer in the case of cash on delivery payment, unless otherwise requested by the customer.
Cases where the right of withdrawal is excluded
According to Art. 59 of Legislative Decree No. 206/2005 (Consumer Code)
Consumption) and subsequent modifications, the right of withdrawal is excluded in
cases where the product has been customized at the customer's request.
customer.
“Size Exchange Savings” – only €9.99
Optional premium service
Shipping costs for size exchanges are separate and may
easily become a significant cost. If the size is not perfect, between pickup, return shipping, and resending, you risk spending much more than €9.99 (in addition to losing time and having to reschedule the pickup).
To avoid surprises, we recommend Size Exchange Savings (only €9.99): it includes size exchange, home pickup directly at home without worrying about going to a shipping point, and also shipping of the replacement size.
ALL INCLUDED.
No wonder many customers choose it already at their first purchase,
to order with more confidence and know that if the size is not
the right one, the exchange is simple and without extra costs. It is the most
easy to order with peace of mind.
A.1 What it includes
By purchasing Size Exchange Savings (only €9.99), the customer is entitled to:
- free size exchange for eligible items in the order;
- free home pickup of the product to be exchanged;
- free shipping of the replacement size (standard shipping).
The service is designed for size exchange (same item, different size).
A.2 When it can be requested
- The size exchange can be requested within 14 days of delivery.
A.3 Product eligibility conditions
The product must:
- be intact, unused, without signs of wear;
- have intact tags/labels attached;
- be returned with original packaging and accessories (if present).
A.4 How the procedure works
- The customer requests the exchange at cambieresi@otisopse.com indicating order number and desired size. Also sending photos of the upper part of the shoe and the sole for verification.
- We confirm availability and schedule the home pickup.
- After receipt and verification, we ship the correct size free of charge.
If the requested size is not available, we will offer an alternative
(size/color) or the options provided by our policy
(refund/credit, if applicable).
A.5 Limitations and exclusions
- Includes one size exchange per order (unless otherwise indicated).
- Valid EXCLUSIVELY IN ITALY.
A.6 Service cost refund
The service cost €9.99 refers to the service/logistics and is non-refundable
being a beneficial premium service that saves on return and reorder shipping costs. Once the order has been processed/shipped or the service has been made available, except
mandatory legal obligations.
