Refund policy

Refund, Return & Exchange Policy

Last updated: November 1, 2026

Every OTTAVÉRA piece is made to be worn for years. If the size, fit or feel is not right, we will make it right. This policy covers our outerwear and footwear.

1. 30-day returns

You may request a return within 30 days of delivery. To be eligible, the item must be:

• Outerwear and apparel: unworn outside, unwashed, unaltered, free of odours (perfume, smoke, pets), with all original tags attached and in its original packaging.
• Footwear: tried on indoors on a clean surface only, with no signs of outdoor wear, creasing or marks on the soles, returned in the original shoebox with all accessories (spare laces, dust bags, inserts). Please do not use the shoebox as the shipping box; place it inside another package.

Items that show signs of wear, washing, alterations or damage caused after delivery cannot be accepted and will be sent back to you.

2. Size exchanges

Not the right size? Contact us within 30 days of delivery and we will help you find the right one. Return the original item following the steps below and place an order for the new size, or ask us to reserve it for you while your return is on its way. Limited and numbered editions are subject to availability.

3. Damaged, defective or wrong items

If your order arrives damaged, defective or incorrect, contact us within 14 days of delivery at ottaverastore@gmail.com with your order number and clear photos or a short video. We will send a free replacement or issue a full refund, at your choice, and you will not pay any shipping.

4. Manufacturing defects

Our outerwear and footwear are covered against manufacturing defects (for example faulty stitching, zippers, hardware or sole separation) reported within 12 months of delivery, under normal use. This does not cover normal wear and tear, accidental damage, improper care or cleaning, or alterations. This coverage is in addition to, and does not limit, any statutory rights you have under the consumer laws of your country.

5. Natural materials

Genuine leather shows natural grain, small marks and slight shade variations, and nappa softens and develops a patina with wear. Raw and rigid denim may release dye when new, especially when wet; we recommend washing separately and avoiding light-coloured upholstery at first. These characteristics are part of the materials and are not considered defects.

6. How to start a return

Email ottaverastore@gmail.com with your order number, the item and the reason for the return. We will reply within 24–48 business hours with the return authorisation and the return address. Items sent back without a return authorisation cannot be accepted.

7. Return shipping costs

For returns due to change of mind or size, return shipping is paid by the customer. We recommend a tracked service, as we cannot be responsible for returns lost in transit. Returns caused by our error are always free. We never charge restocking fees.

8. Refunds

Once your return is received and inspected, we will email you to confirm approval. Approved refunds are issued to the original payment method within 5–10 business days. Your bank may take additional time to post the refund. Paid express shipping fees are refunded only when the return is caused by our error.

9. Personalised items

Items made to order with your personal details, if offered in the future, are produced exclusively for you and cannot be returned for change of mind, except where they arrive damaged, defective or different from what you approved, as permitted by law.

10. Cancellations

Orders can be cancelled free of charge within 12 hours of purchase, as long as they have not been dispatched.

11. Contact

Questions about a return, a size or an issue with your order? Please email ottaverastore@gmail.com before opening a dispute with your bank. We answer every message within 24–48 business hours and resolve most cases in a single reply.