Delivery & Returns (old)

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.

International Customers - EU & ROW

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Welcome lovely International Customers!

As a family business, we really value your custom and want to make sure your shopping experience with us is transparent and as easy as possible.

We are constantly improving this process following the Brexit transition, so please do sign up to our email and check in for updates here or on our FAQ page.

For shoppers outside of the UK our VAT is already removed from the price.

Please be aware that your country may be subject to local taxes, customs duties and fees. These will be settled in your local country, with your local tax rate, prepaid through the courier provider before delivery. You will be responsible for payment of any such import duties and taxes.

We are under no responsibility to accept a return, nor issue a refund, if you declined to pay these fees.

If the package is returned to Otiumberg, you will forfeit the original shipping cost and any return charges may be deducted from your refund.

If you have any concerns or queries before placing your order, please connect with us on chat or email hello@otiumberg.com.

We are working away behind the scenes and will keep you updated with progress. Be sure to sign up to our email or continue to check in here for updates.

We thank you so much for your continued love and support.

Do you ship internationally?

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We ship internationally with DHL.

We offer free US shipping on orders over $150 and free EU shipping over €150.

Please note that once your order arrives in the country of destination, local guidelines apply and your order may be subject to local taxes, customs duties and fees. These taxes and duties are not included in your purchase price and are the responsibility of the customer. Please contact your local customs office if you want further information before placing your order.

Our international delivery costs vary by country and will be calculated at checkout dependent on your location.

Please see below for international estimated delivery times.

Estimated delivery times are:

UK: up to 3 working days.

EU: 3 - 5 working days.

US: 4 - 5 working days.

International: 3 - 5 working days.

Will I be charged customs 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 local taxes, customs duties and fees, which are levied when the delivery reaches the specified destination. You will be responsible for payment of any such import duties and taxes.

Please contact your local customs office if you want further information before placing your order.

We are under no responsibility to accept a return, nor issue a refund, if you declined to pay these fees.

If the package is returned to Otiumberg, you will forfeit the original shipping cost and any return charges may be deducted from your refund.

If you have any concerns or queries before placing your order, please connect with us on chat or email hello@otiumberg.com.

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

Can I return or exchange an order from overseas?

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Don’t worry, we understand that sometimes our designs aren't quite right for you. Our overseas customers are now able to return jewellery too!

You have 14 days after receiving your item(s) to return it for a refund or an exchange. Please make sure your items are returned in a new and unused condition and in their original packaging.

All returns and exchanges must be sent back using our Returns Portal

Please contact us on hello@otiumberg.com or call +44 (0)208 065 5159 if you have any problems booking your return.

As a growing family business, we are unfortunately unable to cover the cost of international returns.

Please note that local taxes, customs duties and fees are NOT refunded for shipments outside the UK, nor is the original shipping charge.

We are unable to process any items received outside the returns window.We aim to refund any returned items within 14 days once it has passed inspection by our returns team. If after this time you have not received your refund, please contact us by email on hello@otiumberg.com

International Exchanges

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If you would like to exchange an item, we ask that you place a new order for the item you want before returning your original purchase. This will ensure that your exchange item is in stock. Once we receive your return, we will process a refund for the cost of the returned item and send you a confirmation email.

UK shipping information

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

Standard delivery takes 2-3 working days.

Next Day Delivery before 12pm - £8

Nominated Saturday or Sunday Delivery - £8

Same Day Deliver with Bike Courier (within London only) - £20.

For Next Day Delivery, Nominated Saturday and Sunday Delivery please ensure you have placed your order before 12pm the day before. Note, this must be a working day. Eg Order before 12pm on the Friday to ensure a Saturday delivery.

For Same Day Bike Courier please place order before 12pm 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.

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.

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.

How do I return an order from within the UK?

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We offer free and easy UK returns. You have 14 days after receiving your item(s) to return it for a refund or an exchange. Please make sure your items are returned in a new and unused condition and in their original packaging.

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

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

All returns and exchanges must be sent back using our Returns Portal

Please contact us on hello@otiumberg.com or call +44 (0)208 065 5159 if you have any problems booking your return.

We are unable to process any items received outside the returns window. We aim to refund any returned items within 14 days once it has passed inspection by our returns team. If after this time you have not received your refund, please contact us by email on hello@otiumberg.com

How do I exchange my order?

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We would be more than happy to offer an exchange of your order within 14 days of receipt of the item.

We currently permit one exchange per order.

We offer a free returns label within the UK. 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 £4.50 handling fee is charged on all exchanges to cover the second shipment.

All earrings returned to us for exchange must be unaltered, unworn, and in a saleable condition.

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.

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 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 hello@otiumberg.com. Once an order has been shipped it cannot be cancelled or amended.

Can I return earrings?

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Yes, you can return earrings as long as we are notified within 14 days of receipt of the order. However, all returns must be unaltered, unworn, and in a saleable condition.

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 5 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.

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.