Returns Policy

Last updated: 28 June 2026

Thank you for shopping with OTLY 869.

We want you to be happy with your purchase. As many of our products are produced to order through our trusted fulfilment partners, this Returns Policy explains when returns, replacements and refunds are available.

1. Made-to-Order Products

Most OTLY 869 products are produced after an order has been placed.

Our products are not personalised or customised, unless explicitly stated on the relevant product page. However, because many products are made to order, production normally begins shortly after your order has been accepted.

If production has already started, it may not be possible to amend or cancel your order. This does not affect your statutory rights under UK consumer law.

2. Faulty, Damaged or Incorrect Items

If your order arrives:

  • Faulty
  • Damaged during transit
  • Incorrect due to our error
  • Significantly different from the product ordered

please contact us within 14 days of receiving your order.

Email: customer@otly869.co.uk

To help us resolve your claim quickly, please include:

  • Your order number
  • A description of the issue
  • Clear photographs of the product
  • Photographs of the packaging where applicable

Failure to provide sufficient evidence may delay the processing of your claim.

3. Replacements and Refunds

Where a fault or error is confirmed, OTLY 869 will, at its discretion:

  • Replace the item at no additional cost; or
  • Issue a full refund to the original payment method.

Refunds are normally processed within 5–10 working days after approval, although your payment provider may take additional time to credit your account.

4. Change of Mind

As many of our products are produced specifically after an order is placed, we are generally unable to accept returns or provide refunds simply because:

  • You changed your mind.
  • You ordered the wrong size.
  • You entered an incorrect delivery address.
  • You no longer want the item after production has begun.

Please check your order carefully before completing your purchase.

5. Consumer Rights

Nothing in this Returns Policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable consumer protection legislation.

If goods are faulty, not as described or not of satisfactory quality, you may be entitled to a repair, replacement or refund in accordance with your legal rights.

6. International Orders

For orders delivered outside the United Kingdom:

  • Customers are responsible for any customs duties, taxes or import charges.
  • Delivery delays caused by customs authorities are outside our control.
  • We cannot refund orders refused because customs charges or import duties have not been paid.
  • Additional shipping charges may apply if an order is returned because of an incorrect address provided by the customer.

7. Lost Parcels

If your tracking shows that your parcel has not been delivered within a reasonable period, please contact us.

We will work with our fulfilment partners and the delivery carrier to investigate the shipment before arranging an appropriate resolution.

8. Contact Us

If you have any questions regarding this Returns Policy or your order, please contact:

Email: customer@otly869.co.uk

Website: https://otly869.co.uk