For any queries, please contact us at support@ofeliabotella.com, we’re here to help!

Returns & Refunds

We hope you love your order, but if something’s not quite right, we accept returns on eligible items. Please read below:

• You must notify us within 14 days of receiving your order if you wish to return an item.

• Items must be unused, in their original packaging, and in a resaleable condition.

• Final Sale and Warehouse Sale items are non-refundable, but can be returned for store credit, issued as a gift voucher with no expiry date.

To begin a return, email us at support@ofeliabotella.com, and we’ll provide the returns instructions and address. Return shipping is the responsibility of the customer and is non-refundable.

We recommend using a tracked service for any returns, as we cannot accept responsibility for items lost in return transit.

Shipping & Delivery

Dispatch Time

• Orders placed before 12pm are dispatched same day.

• Orders placed after 12pm are dispatched the next working day.

• You’ll receive a confirmation email once your order is placed, and another when it’s dispatched.

Estimated Delivery Times

• UK: 2–4 business days

• Europe: 3–5 business days

• USA: 5–7 business days

• Asia: 6–8 business days

• Australia: 8–12 business days

  Delivery times are estimates and not guaranteed. Customs delays, courier issues, or seasonal disruptions may extend delivery.

Shipping Costs

• UK: £5

• Europe: £5

• USA: £15

• Asia: £15

• Australia: £15

• Rest of the world: £15

International Orders & Customs

• Customs duties and import taxes are not included at checkout and must be paid by the recipient.

• For orders shipping to the USA: A 10% import tax will be added to your order by U.S. Customs. We do not charge this tax at checkout and are not responsible for it. You will be notified of the tax amount by customs upon arrival of the package.

• Charges vary by country and are beyond our control.

• If a package is refused due to unpaid customs fees, it will be disposed of by the courier and not eligible for a refund.

By placing an international order with us, you agree to these terms.

Pre-Orders Items

If your item is a pre-order, the estimated dispatch date will be clearly stated in the product description.

Orders containing both in-stock and pre-order items will ship together unless otherwise noted.

By purchasing a pre-order, you agree to the estimated wait time.

Issues With Your Order

Order Not Received

If your order hasn’t arrived within 10 days of the expected delivery window, contact us at support@ofeliabotella.com. We’ll open an investigation with the courier.

Please note:

• We cannot refund or resend a parcel until the courier investigation is complete.

• If the courier confirms delivery, we unfortunately cannot offer a refund or replacement.

You’re welcome to escalate directly with the courier if needed.

Damaged Items

If your item has arrived damaged or faulty, please email us at support@ofeliabotella.com within 24 hours of delivery, including:

• A description of the issue

• Photos of the item and packaging

We’ll do everything we can to make it right.

Safe Delivery & Responsibility

Once your parcel is marked as delivered by the courier, we are no longer responsible for it.

If you're concerned about delivery safety (e.g. safe place, neighbour delivery), please contact the courier directly to make arrangements.

General Delivery Terms

Please double-check all address details at checkout.

We are not responsible for delivery issues resulting from:

• Incorrect or incomplete shipping information

• Events outside our control (e.g. strikes, severe weather, customs delays)

If you have any questions or need support with your order, please don’t hesitate to email us at support@ofeliabotella.com. We’re always happy to help!