Refund policy

Thank you so much for shopping with us! When it comes to purchasing online we know how difficult it can be to determine what works for you.

Our policy is valid for a period of 15 calendar days from the date of order unless otherwise noted. If you receive your order and are not satisfied for any reason you can return the product for a refund or store credit. If the period of 15 days has lapsed since the purchase, we can't, unfortunately, offer you a refund.

To initiate a return or exchange, please email us at customerservice@ottiekids.com with your order number.

Refund requirements

The following criteria must be met to qualify for a refund:

• Product must be in original packaging with tags attached

• Product must be unused, unworn, unwashed

• Product must not be damaged

• Full priced, non discounted or final sale items.

In order to ensure the above criteria has been met, all returns will be inspected. If the product does not meet the listed criteria, we reserve the right not to issue a refund. If you receive a product that is defective, please email us right away! Defective pieces must be have tags attached, unused, unworn and unwashed.

Since our sweatshirts are made with bamboo it mades them very delicate and sometimes it might pill from contact with other surfaces or fabrics and improper washing. Pilling is within the nature of bamboo fabric to an extent and may occur from wearing and washing. However, the fabric will remain soft. Our policy does not cover replacing items due to pilling. Please follow our wash instructions to reduce the likelihood of pilling.

Proof of purchase

To complete your refund, we require an order number or other proof of purchase. Please note that without the aforementioned proof of purchase, we will not issue a refund.

Changing or Canceling Your Order

If you need to cancel or update color, size, or style selections you MUST make the request within 30 MINUTES of placing your order. Please double check your order before checking out and again when you receive your e-mailed invoice. Contact us if any updates are needed, and while we cannot guarantee changes can be made, we will be happy to look into your options. After 30 minutes, we will not be able to cancel your order, you can easily request a return for your unwanted items.

Missing Items

If you believe there is an item missing from your order, you must provide us an image of your original packing slip. All inventory is scanned while fulfilling orders to ensure your order is fulfilled correctly. Please note that without the aforementioned packing slip, we will not issue a replacement or refund.

Sale and Clearance Items

Only regular priced items may be returned, unfortunately sale or clearance items cannot be returned. Items marked final sale are not eligible for return.

Gift Cards

Gift cards are non-refundable and do not expire.

Sales Events

Orders placed with discount codes 20% or greater will only be eligible to return regular priced items in the form of store credit. Items on sale, final sale or clearance are not eligible to return.

Shipping Return Items

You must take care to ensure that the goods are properly packaged so that they will not be damaged while in transit. If the product is found damaged or used beyond what it takes for us to reasonably inspect it, then we may reject a refund.

Lost/Stolen Packages

If your items are lost or stolen, we recommend you contact the shipping provider to open an investigation. We are not responsible for these packages, it is your responsibility to ensure you have a safe, secure space for your deliveries to be dropped off.