Delivery & Returns

We've tried to answer the most common questions below. If your question isn't here, just email hello@otiumberg.com and we'll aim to respond within 24 hours.

UK shipping information

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Free UK shipping on all orders over £100 (yay!)

Orders to UK under £100 - £4.95.

Standard delivery takes 2-3 working days.

Next Day Delivery before 12pm - £10

Nominated Saturday or Sunday Delivery - £10

Same Day Deliver with Bike Courier (within London only) - £15.

For Next Day Delivery, Nominated Saturday and Sunday Delivery please ensure you have placed your order before 11am the day before. Note, this must be a working day. Eg Order before 11am on the Friday to ensure a Saturday delivery.

For Same Day Bike Courier please place order before 11am to ensure delivery that same day.

GENERAL DELIVERY INFORMATION

Delivery time applies for working days only and currently excludes the Scottish Isles, Channel Islands, Isle of Wight, Isle of Man, Northern Ireland and some areas of Scotland where delivery may take slightly longer.

Delivery times are for in stock products only, excluding engraved products.

All deliveries are tracked and must be signed for.

Please note we are unable to deliver on Bank Holidays.

Do you ship internationally?

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We ship internationally with FedEx.

Please note that once your order arrives in the country of destination, local guidelines apply and your order may be subject to country taxes and local duties. These taxes and duties are not included in your purchase price and are the responsibility of the customer. Please refer to your local FedEx or postal office for rates.

Please see below for international shipping costs and estimated delivery times.

How do I track my order?

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We provide tracking numbers once your order has been dispatched which is included in your shipment confirmation email.

All mainland UK deliveries are sent via DPD and you will receive a notification on the day of delivery via text or e-mail. International deliveries are made via FedEx. Tracking numbers can be entered into the relevant tracking page below:

UK - DPD

InternationalFedEx

If you are unable to locate this dispatch email, please reach out to the team on

hello@otiumberg.com stating your order number.

Will I be charged custom and import taxes?

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If you order from our website for delivery outside of the UK, the goods may be subject to import duties and taxes, which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office for further information before placing your order.

Please also note that you must comply with all applicable laws and regulations of the country for which the order are destined. We will not be liable for any breach by you of any such laws.

Please be advised that we reserve the right to deduct, from any refund due to the customer, the costs incurred by us for the return shipment of Goods refused by the customer at Customs in the destination country.

How does UK Saturday and Sunday Delivery work?

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You can place your order on any working day and it will be delivered on Saturday or Sunday (your choice).

If you place your order on Friday to guarantee Saturday delivery you need to complete your order by 11am.

What do I do if an item is missing or damaged?

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Please check your order as soon as you receive it. If your order is not as expected, please contact our Customer Care Team on hello@otiumberg.com as soon as possible with your order confirmation number to hand.

How do I amend an order?

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If you need to amend any details, such as delivery address, please contact us within the hour of you placing the order at contact@otiumberg.com. Once an order has been shipped it cannot be cancelled or amended.

How do I return an order from within the UK?

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We offer free and easy returns. Please email us on hello@otiumberg.com and the team will get back to you with a free returns label to cover the shipment.

All returns must be accompanied by a copy of your proof of purchase.

Please make sure your items are returned in a new and unused condition and in their original packaging in order for us to process an exchange or refund.

Products purchased online can also be returned to our studio in West London.

Please note earrings, custom and engraved items are non-returnable/ non-refundable.

Can I return earrings?

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Please note that unless faulty, we are unable to accept returns on earrings due to hygiene reasons.

Can I return an engraved or bespoke item?

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As engraved and bespoke items have been personalised these cannot be returned or exchanged, unless the product is faulty.

How do I exchange my order?

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We would be more than happy to offer an exchange of your order.

We currently permit one exchange per order.

To receive your free returns label to return the item being exchanged, please email the team on hello@otiumberg.com and we will get back to you within 3 working days.

Please note that a £5 handling fee is charged on all exchanges to cover the second shipment.

We are not able to accept returns or exchanges on earrings due to hygiene.

How do I return a faulty item?

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On the rare occasion that your jewellery requires repair please email hello@otiumberg.com with your order number and the item.

Once we have the piece it will be assessed by our team and we will keep you up to date with the next steps.

When will I receive my refund?

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Upon receipt of items, the credit or debit card originally used for the purchase will be credited with the cost of the goods, minus the delivery charges (exceptions may apply). We will process your refund within 3 days of receipt. Your credit card company may take 5-7 working days to credit your account.

What do I do if my order is lost?

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Thankfully, it's rare that a delivery is ever lost in transit.

If you believe your package is lost, please email us right away at hello@otiumberg.com and we will try our best to solve the issue.

If the item has not been marked delivered and hasn't arrived within 30 days, we will replace your order free of charge (UK only).

For International orders, we will contact FedEx and keep you up to date on next steps.

Please note that Otiumberg is not responsible for lost or stolen items once declared 'Delivered' by the delivery service. We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you.

How do I make an return from overseas?

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Please notify us within 14 days of order date that you would like to make a return.

Unfortunately, we cannot cover the cost of international returns.

Please make sure your items are returned in a new and unused condition in order for us to run the refund.

We would strongly recommend that you use a secure trackable courier service such as FedEx, DHL and UPS to return your items to us. Otiumberg cannot be held responsible for any items which do not reach us, so it is advisable that you use a trackable service. Please note that international customs duties and sales taxes are NOT refunded for shipments outside the EU.

Can I return a gift?

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If you have received an item as a gift, you may exchange it for a store credit. Please email hello@otiumberg.com with the item you would like to return and the name of the person who purchased it from Otiumberg.

You will then receive a discount code which can be used at checkout against a future purchase. This credit code will be valid for one year.

Please be aware that you may need to pay any cost difference, additional shipping, taxes and import duties.

Christmas returns

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To help you with your Christmas shopping, products bought from 21st November can be returned up to 15th January. This gives gift recipients plenty of time to return unwanted presents, so you can shop early without worrying.

Any purchases made after the 23th December will be eligible for the normal 14 day returns period.