Welcome to the House of Otium UK store
We ship using Royal Mail 2D barcode tracking. This option is available for all UK orders as standard. Orders are picked, packed, and dispatched from our UK warehouse within 24 hours (Monday – Friday). Weekend orders are processed the next working day.
All parcels are carefully packaged so you receive your parcel safely and in perfect condition each and every time you order from House of Otium.
No obvious logos or markings on our parcels – complete discretion in every aspect of your ordering experience with us.
Undeliverable items
If the buyer’s specified shipping address is deemed ‘undeliverable’ or inaccessible by the courier at the time of delivery, the order will be taken back to the postal depot.
A notification should be left by the courier explaining that delivery was attempted. You will then need to contact the postal depot to arrange redelivery.
House of Otium will refund undeliverable orders once the items are received back and processed by the returns team. We aim to process these types of returns as soon as possible, but there can be delays subject to fulfillment priorities (max 10 – 15 days).
Undeliverable returns will be refunded less House of Otium’s material and postage costs for the order in question.
Non-Residential / POBOX / Temporary Accommodation
Unfortunately, we are unable to deliver to non-residential addresses and/or temporary accommodations (i.e., hotels, B&B rooms, or mobile accommodations). This is due to the courier requiring a registered signatory for many of our orders.
Please ensure your delivery address is a residential one, and that someone is at home to accept and sign for your parcel.
If an order is received with an invalid delivery address, we will contact you with a request to update your shipping details. To ensure we meet our dispatch promise, it’s important for us to receive your updated (valid) shipping address prior to the order dispatch deadline (16:00).
In the unlikely event we have not received your updated shipping details by this deadline, we will assume a residential address is not available, and you wish to cancel the order. We would then cancel your order to avoid unnecessary postage fees.
In the event of an item being returned due to a change of mind, we will deduct our original postage fee from any refund. In order to accept the return (under these circumstances), the item must be in as-new condition with all its seals intact (if applicable).
Delivery Fees
£4.50 for tracked delivery
£6.50 for special delivery – dependent on the service used.
Returns:
You have the right to return your purchase to us within 30 days provided the items have not been opened/used and are in ‘as new’ condition. In these circumstances, we will refund you promptly once we have received and confirmed the item is in a sellable condition.
Returns will be refunded less House of Otium’s initial material and postage costs.
Broken/Faulty items
If you receive a product that is faulty or not as advertised, please contact us. We will ensure you are taken care of. You will not be expected to cover any expenses related to the return/replacement.
Please note, if a return is set up for a faulty item and our team checks and confirms the item has no fault – a refund will not be possible. We will contact you to discuss redelivery options. In this situation, the buyer would be responsible for paying any fees to send the returned item back to them.
Though faulty items are very rare, our team will go to great lengths to help you with troubleshooting to avoid this scenario. We will work with you to try our best to identify genuine faults from suspected ones.
European Sales
As of 1 July 2021, items imported to the EU with a value of €22 or less are no longer exempt from VAT. House of Otium will collect any associated TAX at the point of sale through our IOSS. You can have complete peace of mind that all TAXES are accounted for when you purchase from our store.
Duties
We are working closely with our couriers to ensure all duties are paid upon delivery. We are constantly monitoring options available to us through Royal Mail. Though policies and regulations seem to be complex and under constant review, we’re doing our level best to keep ahead.
If you are in Ireland/EU and you are contacted by customs to pay any outstanding charge relating to a purchase from our store, please get in contact with us, and we will do our best to help you.
You will not be expected to pay any additional duties on your purchase if under €150 EUR. Though rare, under these circumstances, we’d cover the cost of any duties owed on an EU purchase from our store.
Please have complete peace of mind, we’re here to help you.