Returns Policy

Last updated: 25 February 2026

Thank you for shopping with OTLY 869. As our products are personalised and made-to-order, our returns policy is set out below.

1. Personalised and Made-to-Order Items

All of our products are personalised and produced specifically according to the details you provide when placing your order. Under the Consumer Contracts Regulations 2013, personalised or custom-made goods are exempt from the 14-day cancellation period.

This means:

  • You do not have the right to cancel your order once production has begun.
  • We cannot accept returns simply because you have changed your mind.
  • Please ensure all spelling, names, sizes and design selections are correct before completing your purchase.

2. Faulty, Damaged or Incorrect Items

You are entitled to a remedy if your item is:

  • Faulty
  • Damaged in transit
  • Incorrect due to our error

If there is a problem with your order, you must contact us within 14 days of receiving the item.

Email: paul@otly869.co.uk

When contacting us, please include:

  • Your order number
  • A clear description of the issue
  • Photographic evidence of the item and packaging where applicable

Failure to provide evidence may delay the resolution of your claim.

3. Resolution

Where a fault or error is confirmed, we will offer one of the following remedies:

  • A replacement item; or
  • A full refund

The appropriate remedy will be determined based on the circumstances. Refunds will be issued to the original payment method.

4. Consumer Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015. If goods are faulty or not as described, you may be entitled to a repair, replacement or refund in accordance with UK consumer law.

5. International Orders

For international customers:

  • We are not responsible for customs delays or import charges.
  • We cannot refund orders refused at customs due to unpaid duties or taxes.
  • If an order is returned to us due to an incorrect address provided by you, you may be required to pay additional shipping costs.

6. Non-Returnable Items

We do not accept returns for:

  • Incorrect spelling or personalisation details provided by you
  • Incorrect size selection
  • Change of mind
  • Orders where no fault is found

If you have any questions regarding this Returns Policy, please contact us at paul@otly869.co.uk.