Returns

Don’t worry, we understand that sometimes our designs aren't quite right for you.


Our Policy

  • 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.
  • Our bespoke, made to order, and engraved pieces cannot be returned or exchanged.
  • Yes, you can return earrings if we are notified within 14 days of receipt of the order. However, all returns must be unaltered, unworn, and in a saleable condition.
  • We cannot accept returns on our 14kt gold Piercing Collection.
  • We currently offer exchanges for UK orders only.
  • Shipping charges, gift wrapping, and gift cards are non-refundable.

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.

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


UK RETURNS

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We offer free and easy UK returns.

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

Please connect with us on chat or email hello@otiumberg.com if you have any problems booking your return.

INTERNATIONAL RETURNS

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

As a growing family business, we are unfortunately unable to cover the cost of international returns. The cost of the return will be deducted from your refund when you use our prepaid label. You will see this in the Returns Portal.

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

Please connect with us on chat or email hello@otiumberg.com if you have any problems booking your return.



Return FAQs

How do I return a faulty item?

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On the rare occasion that you receive a faulty or incorrect item(s), or your jewellery requires repair please email hello@otiumberg.com with your order number and item name.

If you can include a description and photos of the fault that would be very helpful for our team.

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

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.

If you can include a description and photos of the missing item or damage that would be very helpful for our team.

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

We are more than happy to replace or repair any faulty items.

How do I exchange my order?

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We would be more than happy to offer an exchange on UK orders within 14 days of receipt of the item. We currently permit one exchange per order.

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

On the Portal you can enter what you are returning and what you wish to exchange for, please include as much detail as possible.

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

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

Our bespoke, made to order, and engraved pieces cannot be returned or exchanged.

Receiving your refund

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We aim to process all returned orders within 14 working days of receipt of the return.

All refunds will be credited to the original payment method.


Please note original shipping costs are not refundable. Nor are the duties and taxes for international orders.

If a package is declined and 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.