Refund Policy
If you wish to return an item purchased on the site 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 timeframe. Initial shipping costs are non-refundable, and the refund applies exclusively to the value of the products.
Please DO NOT CONTACT OUR STORES for returns and exchanges, as they follow a different management process. Our support team is ready to assist you via WhatsApp chat or email.
How to Initiate a Return Request (Two Options Available)
To accommodate 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. Enter the email address used for the purchase and enter the 6-digit one-time verification code you will receive via email. Once logged in, select the order, click "Request Return," choose the items, and submit the request.
OPTION 2 (Traditional via Email): If you encounter difficulties or prefer our team's support, please contact us via email at: cambieresi@otisopse.com.
(IMPORTANT NOTE: For users with a 'Libero' email account, emails sometimes arrive in the spam folder; please check there as well.)
In your email, please indicate:
Order number (or the email address used for the purchase)
Full name
Whether you desire a return or an exchange (and, in case of an exchange, the desired size/model)
A brief description of the reason for the request
Mandatory photos of the item: A photo of the upper (top part) and a photo of the sole (entirely visible).
Once your request is received (via the automatic portal or email) and the photos are verified, our team will approve the process and provide you with complete instructions and the address to which to send the product.
Size or Model Exchange
Otisopse does not perform direct product exchanges. If you need a different size or model, the procedure works as a standard return with a refund.
In practice:
The customer sends the product to be returned to our offices, subject to approval of the request via email to cambieresi@otisopse.com.
Once the return is received and verified, Otisopse proceeds with the refund of the product value (excluding initial shipping costs).
After initiating or receiving the refund, the customer may place a new order on the site, choosing the desired size or model.
For shipments within Italy: The customer is responsible only for the shipping costs to send the product to our labs. Once the return is received, we will proceed with the refund of the purchase amount (excluding shipping costs). Meanwhile, the customer can already place a new order selecting the correct size or model, provided the destination is in Italy.
For international shipments: The customer must bear the shipping costs for both the return and the shipment of the replacement item.
1. Delivery of Goods and Acceptance
Shipments are managed by Otisopse Web S.r.l. Once the order is confirmed via email (confirmation sent after payment verification), shipment usually takes place within 2 business days if the destination address is in Italy.
For shipments to other European Union countries, delivery time is approximately 7 business days, while for non-EU countries, it may take up to 10 business days.
If the package arrives visibly damaged, we advise you to refuse delivery or accept it "subject to verification."
2. Shipping Costs, Duties, and Taxes
Shipping costs will be indicated during the ordering process.
For deliveries to non-EU countries, the total price indicated in the order includes indirect taxes but excludes any customs duties and other taxes, which remain the responsibility of the buyer.
3. Right of Withdrawal
EU Customers: Residents of the European Union have the right to withdraw from the purchase within 15 days of delivery.
Non-EU Customers: Returns are accepted only if the product is returned and received within 15 days of the delivery date.
Important: Initial shipping costs are non-refundable; only the value of the products will be refunded. Returns must be in their original, unused condition with all tags and packaging. If returned products appear worn, damaged, or missing original accessories (including labels, laces, packaging, etc.), Otisopse reserves the right to withhold the refund.
Optional Premium Service: “Money-Saving Size Exchange” – Only €9.99
(VALID EXCLUSIVELY IN ITALY)
Shipping costs for size exchanges can easily become significant. To avoid surprises, we recommend our Money-Saving Size Exchange (€9.99): it includes the size exchange, home pickup directly at your door (no need to go to a shipping point), and shipping of the replacement size.
A.1 What is included:
Free size exchange for eligible items.
Free home pickup of the product to be exchanged.
Free shipping of the replacement size (standard shipping).
A.2 Eligibility:
The request must be made within 14 days of delivery.
A.3 Product Condition:
Must be intact, unused, without signs of use, with intact labels/tags, and in original packaging.
A.4 Procedure:
Request the exchange at cambieresi@otisopse.com with the order number, desired size, and photos of the upper/sole. We confirm availability, schedule the pickup, and ship the correct size for free after verification.
A.6 Refund of Service Cost:
The €9.99 service fee covers logistics and is non-refundable once the order has been processed/shipped or the service has been made available.