Terms and Conditions of Service
General Terms and Conditions of Sale
1. Introduction
1.1. Otisopse is a footwear company renowned for the quality of its products and competitive pricing. We offer a safe and simple online shopping experience through our website www.otisopse.com (the "Site"), featuring a wide selection of Otisopse and Quellilà branded footwear. The company Otisopse Web S.r.l., located at Via Calabritto 21 – Naples, VAT ID: 08490801217 (hereinafter “Otisopse”), invites users to carefully read these General Terms and Conditions of Sale (hereinafter “GTC”) that govern the purchase of products on the Site.
2. Conclusion of the Contract and Delivery of Products
2.1. To make a purchase on the Site, you must enter your billing and shipping details after reading the privacy policy.
2.2. Orders placed on the Site imply the conclusion of a purchase contract between the Customer and Otisopse.
2.3. By clicking on “Buy” or “Place Order,” the Customer confirms the order. If funds and bank details are valid, the Bank will immediately send a charge confirmation to Otisopse. The contract is considered concluded only when the Customer receives an order confirmation via email. If the confirmation is not received within 24 hours, the order shall be considered canceled. In such a case, please contact customer service at the address indicated in Article 10.1.
2.4. Orders will be shipped after confirmation of full payment of the price and any shipping costs.
2.5. In the event of product unavailability, the Customer will not be able to complete the purchase. If an order is completed by mistake for a product that is not available, Otisopse will contact the Customer and refund the amount paid within 7 days.
2.6. Otisopse delivers to Italy, the European Union, and countries outside the EU. Delivery times are expressed in business days (Monday to Friday, excluding holidays).
3. Prices, Shipping Costs, and Delivery Times
3.1. Prices are expressed in Euros.
3.2. The Customer pays the price indicated at the time of the order, including VAT and shipping costs. Orders are processed from Monday to Friday, from 9:00 AM to 5:30 PM. Orders placed on the weekend are processed on the next business day.
3.3. Shipping Details:
Italy: Delivery time 2–4 business days with the option of FREE IN-STORE PICKUP. For pricing, please visit the "Shipping and Returns" page.
European Union: Delivery time 5–7 business days. For pricing, please visit the "Shipping and Returns" page.
Outside the European Union: Costs and delivery times vary by country and are indicated during checkout.
3.4. Delivery times may vary due to causes not attributable to Otisopse, such as strikes, natural disasters, or other events of force majeure.
3.5. During sales, promotions, or holidays, shipping times may be longer.
4. Payment
4.1. Otisopse accepts payments via credit cards (Maestro, Mastercard, Visa), PayPal, Diners, and PostePay.
4.2. After payment confirmation by the banking institution, Otisopse will send the Customer a confirmation email and an order identification number. Once the goods are shipped, tracking data will be provided.
4.3. If funds and bank details are valid, the amount will be charged at the time of purchase.
4.4. For greater security, Otisopse recommends using Verified By Visa or Mastercard Securecode services. The site uses the HTTPS/SSL protocol to protect exchanged information.
4.5. If the payment fails due to insufficient funds, the contract is considered not concluded.
5. Promotional Vouchers
Vouchers may have a percentage or fixed-amount value and are offered by Otisopse during promotional campaigns.
Vouchers are usable for a limited period and cannot be purchased.
They can be applied to one order only and are not cumulative.
Vouchers cannot be used retroactively and are non-transferable.
In the event of withdrawal, Otisopse reserves the right to invoice the original price for the remaining products.
6. Order Cancellation and Right of Reconsideration
The Customer may cancel the order before shipment by sending an email to the address specified in Article 10.1. Otisopse will cancel the order and refund the amount paid within 14 days of the request.
7. Right of Withdrawal
7.1. The Customer has the right to withdraw from the contract within 15 days of receipt of the goods without providing a reason.
Right of withdrawal (EU Customers): Residents of 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 via email to customer service. Products must be returned intact, unused, and in the original packaging. Refunds will be issued after receipt and verification of the returned product.
Returns (Non-EU Customers): For orders from outside the EU, including the USA and other international markets, returns are accepted only if the product is returned and received within 15 days of the delivery date. Products must be intact, unused, and in the original packaging. Returns received after this deadline cannot be accepted. Refunds will be issued after receipt and verification of the returned product.
7.2. To exercise the right of withdrawal, the Customer must send an email to cambieresi@otisopse.com attaching photos of the merchandise.
7.3. The Customer must return the goods within 15 days of receipt, packed in the original packaging and without signs of use. Return shipping costs are borne by the Customer, unless otherwise indicated.
7.4. Otisopse will refund the price paid, excluding standard shipping costs, within 14 days of receipt of the goods. The Customer is responsible for any damage to the product.
7.5. The refund will be issued using the same payment method used for the purchase. The Customer incurs no additional costs, except for return shipping fees.
7.6. In the event of withdrawal, initial delivery costs will not be refunded.
8. Returns
8.1. For damaged goods:
a) Must be reported within 15 days of receipt via email or registered letter with return receipt.
b) Merchandise must be returned packed and without signs of use.
c) Otisopse covers the shipping costs for the collection of the goods.
d) The refund will take place within 14 days of collection, using the same payment method.
9. Refunds
Refunds are credited via the payment method used by the Customer.
10. Customer Service
10.1. Customer Service is available from Monday to Friday, 10:00 AM to 5:30 PM, at the email address: info@otisopse.com.
10.2. Requests received outside these hours will be handled on the next business day.
11. Warranty
11.1. Purchases are covered by Consumer Code regulations regarding defects and non-conformity. Customer rights are governed by Articles 128 et seq. of the Consumer Code and must be exercised according to Article 132.
12. Applicable Law and Competent Court
12.1. These GTC and purchase contracts are governed by Italian law, in particular the Consumer Code and Legislative Decree 70/2003.
12.2. In case of disputes, the competent court is that of the place of residence or domicile of the consumer, if located in Italy. For consumers residing abroad, the competent court is Naples.
13. Size 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.
The customer sends the product to be returned to our offices, upon approval of the request.
Once the return is received and verified, Otisopse proceeds to refund the product value (excluding initial shipping costs).
After initiating or receiving the refund, the customer can place a new order on the site choosing the desired size or model.
Optional Premium Service: “Money-Saving Size Exchange” – Only €9.99
(VALID ONLY IN ITALY)
To avoid unexpected costs related to returns and re-shipping, we recommend the "Money-Saving Size Exchange" service. It is an all-inclusive solution for a stress-free experience.
A.1 What is included:
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).
A.2 Eligibility:
The exchange request must be made within 14 days of delivery.
A.3 Product Condition:
Must be intact, unused, and without signs of use.
Labels/tags must be intact and attached.
Must be returned with original packaging and accessories (if any).
A.4 How it works:
Request the exchange at cambieresi@otisopse.com, indicating the order number and desired size, along with top-down photos of the upper and sole of the shoe for verification.
We confirm availability and schedule the home pickup.
After receipt and verification, we ship the correct size for free. If the requested size is unavailable, we will suggest an alternative or apply standard policy options (refund/credit).
A.5 Limitations:
Includes one size exchange per order (unless otherwise specified).
Valid EXCLUSIVELY IN ITALY.
A.6 Refund of Service Cost:
The €9.99 service fee is for logistics and is non-refundable once the order has been processed/shipped or the service has been made available, subject to mandatory legal obligations.