Return Policy
Store credit will be issued for all returns. Refunds are not available.
How long do I have to make a return?
Please be sure to send your item(s) back in full compliance with our return policy. You have 15 days from the date of delivery to submit your return request
How do I make a return?
To be eligible for a return, the item purchased must be unused and in the same condition that you received it. It must also be in the original packaging.
Click here to make a return; and be sure to have your email address and the appropriate order number ready. Returns are usually processed within 5-7 business days after we receive your item(s).
Damaged/defective/incorrect items:
Damaged, defective, incorrect or missing items must be reported within 2 business days of delivery. The moment your receive your order, you are required to thoroughly check the delivered items to make sure they're all intact. Should you receive an item that is damaged, defective, incorrect or incomplete, please email us at hello@houseofotelo.comimmediately. Include your Order Number, a detailed description of the issue, and clean photos of the damaged, defective or incorrect item received.
Non-returnable items:
- Gift cards
- Sale items
- Worn items
- Giveaway Items
- Items with scents or deodorant
- Bodysuits
- Swimwear
Refunds
Once your return is received and inspected, you will be notified via email. We will also notify you of the approval or rejection of your return/refund. If you are approved, then you will be refunded via store credit in the form of an E-Gift Card code. This will be available to you as soon as your returns have been processed.
Late or missing refunds
If you haven’t received your refund after the stipulated time, please contact us at hello@houseofotelo.com.
Shipping
We do not provide pre-paid return labels; You will be responsible for paying for your own shipping costs for returning your item. But if you received a damaged, defective, or incorrect item, we will cover the shipping cost for that return. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. House Of Otelo is not liable for any return packages that may become lost or stolen in-transit. Please keep your proof of postage and/or return tracking number when shipping back your returns.
Note: We are unable to make changes to orders that are placed on our online system. To ensure that your package is properly and effectively delivered, please ensure that your address is entered correctly and includes all relevant information pertinent to delivery. The use of correct spellings, abbreviations, street numbers, building or apartment numbers e.t.c are critical to ensuring delivery. House Of Otelo will not be responsible for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.