Refund & Return Policy

We want you to be happy with every order. If something isn't right, you can return it under the conditions below.

Return window

You have 15 days after receiving your order to let us know that you want to return an item. After you have notified us, you have 14 days to send the item back. This is in addition to, and never limits, your statutory right of withdrawal under EU consumer law, which allows you to cancel your purchase within 14 days of delivery without giving a reason.

How to return an item

1. Contact us first via our Contact page or at support@otlt.nl with your order number and the item(s) you wish to return. Please do not send anything back before contacting us.
2. We will confirm your return and provide the return address and instructions.
3. Ship the item back within 14 days of notifying us. Please keep your proof of shipment.

Exchanges

Want a different size or colour? You can exchange an item within the same 15-day return window. Contact us first with your order number, the item you want to exchange and what you would like instead. Because most of our pieces are available in small numbers, an exchange depends on stock; if your choice is no longer available, you can return the item instead and receive a refund as described under Refunds below. The item must meet the conditions under Condition of returned items below. We will confirm the exchange and any shipping costs before you send anything.

Condition of returned items

You may inspect and try on an item the way you would in a shop. Please return items unwashed and undamaged, with the original labels and tags attached and, where possible, in the original packaging. Missing packaging on its own does not affect your right of withdrawal. Only if an item has been handled more than needed to establish its nature, characteristics and fit may we deduct an amount that reflects the actual loss in value, as permitted by law.

Wrong, damaged or defective items

If you received the wrong item, or your item arrived damaged or defective, contact us right away with your order number, a description of the issue and photos where possible. Once we have reviewed and confirmed the issue, we will offer a replacement or a full refund, and we will cover the return shipping costs.

Return shipping costs

Unless the item is faulty, damaged on arrival, or not what you ordered, the cost of returning an item is borne by you. We recommend using a tracked shipping service.

Refunds

If you withdraw from your purchase, we refund the amount paid for the returned items no later than 14 days after the day you informed us of your withdrawal, using the same payment method you used, unless agreed otherwise. If you withdraw from the entire order, this includes the original delivery costs (standard delivery rate). We may withhold the refund until we have received the items back or you have provided proof of having sent them back, whichever is earlier.

Exceptions

For hygiene reasons, items such as underwear and swimwear cannot be returned once hygiene seals have been removed, unless they are defective. Gift cards are non-refundable.

Legal guarantee

Nothing in this policy affects your legal guarantee of conformity under EU and Dutch law: if a product turns out to be defective or not as described, you are entitled to a repair, replacement or refund in accordance with applicable law.

Model withdrawal form

You don't have to use this form — an email to us is enough — but you can use it if you prefer. Only fill it in and send it back if you want to withdraw from the contract.