Shipping

WHERE DO YOU SHIP TO?

We currently ship to the UK only.

WHAT SHIPPING METHOD DO YOU USE?

We use a tracked service where possible.

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?

Dispatch and delivery times vary, please use the below as a guide:

We typically aim to dispatch your order within 72 working hours, and most couriers aim to deliver in 3-5 working days.

*Please note some products will occasionally take longer to dispatch during busy periods or due to unforeseen circumstances, so if you need to receive something by a particular date, email us clare@indigoandotis.com and we will do our best to help you!

WHAT HAPPENS IF MY ORDER ARRIVES DAMAGED OR FAULTY?

Please email clare@indigoandotis.com as soon as your package arrives, please include your order number, a description of the issue and images.

Returns

WHAT IS YOUR RETURNS POLICY?

We hope you love your indigo and otis order, however we know some things don’t work out. If you would like to return your order, you have 14 days to notify us at clare@indigoandotis.com from the date of receipt. You will have a further 14 days to send your item back after receiving a response from us. The returns period will expire 28 days from the day on which you received the items you ordered.

HOW TO RETURN A PRODUCT:

1. Email us on clare@indigoandotios.com within 14 days of receipt with the following:

• Your order number
• The product(s) you would like to return
• The reason for return

2. We will respond with the return address.
3. Package your order securely and send it back to brand. Please note:

• Items must be returned unused and in their original packaging.
• You are responsible for the cost of the return shipment.
• We advise using a tracked service to ensure your delivery makes it back to the brand safely and securely, so please retain your proof of postage.

4. Your order will be refunded back to your original payment method (including gift cards) once it has been safely received and inspected. Please note your refund won't include shipping costs already paid unless your products arrived damaged or with a fault.

EXCHANGES

Unfortunately, we are unable to carry out direct exchanges. If you would like a different item, please return your original order for a refund and then place a new order.

LIABILITY

Please note that you, the customer, are responsible for the safe return of product(s). We are therefore not liable for any mishandled products or damage caused by poor packaging upon return to the brand. For more information on damaged or faulty returns, see ‘Damages & Faults’ below.

Damages & Faults

WHAT HAPPENS IF MY ORDER ARRIVES DAMAGED OR FAULTY?

Though we take the utmost care in checking products and packaging orders before dispatch, accidents occasionally happen. In the rare occurrence that an item arrives damaged or has a fault, please follow the instructions below.

Please note we are only liable for damages made in transit to your chosen shipping address. We can't take responsibility for damages made to products after use, on your return, or in further transit (e.g. a forwarding service).

HOW TO REPORT A DAMAGED OR FAULTY PRODUCT:

1. Email us on clare@indigoandotis.com as soon as possible (no later than 14 days after receipt) with the following:

• Your order number
• A detailed description of the damage or fault
• Photographs of the damaged or faulty product, interior packaging and exterior packaging from a variety of angles
  *This is important as without evidence we cannot offer a replacement or refund, and are unable to raise a claim with the courier.

2. We will be in touch to confirm if you would like a refund or replacement.
3. Keep the damaged or faulty product and packaging until we confirm what to do with it. We may wish to receive it back, or the courier may ask to inspect it as part of our insurance claim.
4. If you choose a refund, you will be refunded in full as soon as we receive satisfactory evidence of the damage or fault. If we would like the damaged or faulty product returned, you will be refunded once it has been received. If you choose a replacement, it will be sent out as soon as possible*. If we would like the damaged or faulty product returned, we will arrange this in conjunction with your replacement.
   *Please note replacements are subject to availability and may result in an additional lead time if made to order.

DAMAGES OR FAULTS AFTER USE

Unfortunately, any damage sustained to a product after use won’t be liable for a refund or replacement. However, if you notice a fault with your product within the first 14 days of use, please follow the steps above.

If there is no evidence of mishandling or poor treatment, we will arrange a refund or replacement for your product.

DAMAGES OR FAULTS UPON RETURN

If a product is returned to a brand damaged, with a fault or in a condition different to how it was received, we are not liable to issue a refund or replacement and may arrange to return the product to you. Please note it is the responsibility of you, the customer, to arrange the safe return of the product.

We ask you to carefully package all products (ideally in their original packaging) and consider the means of transit to ensure your return arrives in the condition it was received. We always recommend using a tracked shipping method and retaining proof of postage in order to trace your return and / or raise a claim with the shipper should there be any issues. 

Lost & Missing Orders

WHAT HAPPENS IF MY ORDER IS LOST OR MISSING?

If your order does not arrive within 1 week of dispatch, please check the tracking number in the shipping notification we emailed you. In most cases, your order will have been delivered to a collection point or is being held for redelivery.

In the rare situation that your order has been marked as delivered but hasn’t arrived, or there is no update to the tracking since dispatch, please email us on clare@indigoandotis.com as soon as possible (no later than 14 days after dispatch) so an investigation can be opened with the courier.

In the event the courier is unable to locate your order, we will offer to replace or refund your order. Please note we are not usually able to arrange a replacement or refund until we have received an update from the courier as orders are often found and delivered after an investigation is opened.