Due to the current COVID-19 situation, you might experience some delivery delays in the countries with special restrictions.
We are in close contact and dialog with all our carriers and for the moment we don't see any big changes or major delays, so feel free to order as usual and we will do our best to make sure that the package will arrive as fast as possible.
We deliver to the United States, Canada, United Kingdom, Sweden, Denmark and Norway.
Free shipping applies on all orders.
We use primarily UPS.
Your order will be delivered by UPS, which we use most of the time, to the address you gave when placeing the order.
UPS will make 3 delivery attempts. If you’re unable to receive your parcel on any of those attempts, the parcel will be returned to us. Please note that contact information for UPS will be included in the delivery slip, and you can contact UPS directly to agree on a convenient delivery time for any of the redelivery attempts.
Your order will be shipped from our supplier between Mondays and Fridays. Please note that we can’t ship to P.O. boxes.
Orders are processed within 24 hours. Preparation for shipping takes up to 4 business days.
Deliveries can take anywhere from 4-7 days, when delivered by UPS, to arrive after shipping the order.
Delivery details will be provided in your confirmation email.
Once your order has been dispatched, we send you an automated email including your tracking number. Please take note that it can take a few hours until the tracking information has been updated.
In case you didn’t receive your shipping confirmation, you are welcome to contact us.
Please always check on your tracking information before you reach out to us. It might be possible that the UPS missed to send you an SMS notification that your parcel has arrived.
Please contact us as as soon as possible if you need to change your address. We are only able to change your address for a very brief period after you have placed your order.
In the case the processing of your order has gone too far for us to change your address, we can assist you by reaching out to the carrier delivering your package. An address change might result in a delivery delay of up to 48h. Please note that we can only arrange for address changes in the same country.
If the parcel has left our warehouse/if you already received the tracking email from us, we are not able to make any changes to addresses for any deliveries, unfortunately.
No, they are not. Customs duties might apply and you as a customer will be responsible for paying them, when they apply.
RETURNS & REFUNDS
We always aim for make sure our customers love our products, but if you do need to return an order, we’re happy to help.
Just email us and we’ll take you through the process. You have 14 days to return your product from receiving the order. Please review the full return policy.
At Otten Bags, we offer free returns for all orders.
If you want to return your order or part of it, you need to notify us with your intent to return via e-mail within 14 days of the delivery of your order. A refund will be made once we have received the returned goods. To return, simply follow the steps below:
1. In order to return your item(s) you will need a pro forma invoice for customs clearance. Please contact customerservice@ottenbags.com with your intent to return and we will prepare this for you and send it to you via e-mail along with further instructions.
2. Pack all the items you wish to return – ideally into the original parcel provided.
3. Please print the confirming email about the return in the parcel. Including the email helps us to process your refund faster.
4. Return your product with your selection of carrier. We recommend obtaining a receipt from your selected postal service as proof of postage as well as a tracking number to be able to follow your return shipment.
Note! You will be responsible for the full cost of returning the parcel, and the products will be your responsibility until they reach our warehouse.
Once we have received your returned goods, we will inspect the product before processing your refund. Then we will send a notification e-mail to you. You can expect your refund, including return handling fee, within 5-10 business days of us receiving the return goods.
For more information about our returns procedures, please read through our return policy.
