Return policy

Return Policy
At Otunba, we offer a 30-day return window, allowing you to request a return within 30 days after receiving your item. We want you to feel confident placing your order, while also protecting the care and craftsmanship that go into every piece.

Eligibility Criteria for Returns
To qualify for a return, the item must meet the following conditions:

• The item must be in the same condition as when received: unworn or unused, with tags attached, and in its original packaging.
• You must provide a receipt or proof of purchase.
• The item must not be custom, personalized, or altered in any way.

All return requests are subject to review and approval by our team. Items that do not meet the criteria may not be accepted.

Initiating a Return
To initiate a return, please contact us at info@otunbastore.com. Upon acceptance of your return request, we will provide you with a return shipping label and detailed instructions on how and where to send your package.
Please note that items returned without prior approval will not be accepted.

For any questions regarding returns, feel free to contact us at info@otunbastore.com.

Damages and Issues
Upon receiving your order, please inspect the items immediately. If you find any defects, damages, or if you've received the wrong item, contact us right away so we can assess the issue and determine the appropriate next steps.

Exceptions and Non-returnable Items
There are specific items that are not eligible for return, including:

• Custom products such as special orders or personalized items
• Sale items
• Gift cards
• Any item that has been sewn, altered, or made to fit an individual
• Custom-sourced items.

We reserve the right to evaluate all return requests on a case-by-case basis. If you're unsure whether your item is returnable, please contact us before placing your order.

Exchanges
To exchange an item, simply return the item you have. Once the return is accepted, you will be refunded within 10 business days. After that, you can make a separate purchase for the new item you want.
Exchange requests must also meet return eligibility criteria.

Refunds
After we receive and inspect your returned item, we will inform you whether the refund has been approved. If approved, the refund will be processed to your original payment method within 10 business days.
Please be aware that it may take additional time for your bank or credit card company to process and post the refund.

Please note that our 30-day return policy is only applicable to items that meet the above eligibility criteria. Returns are rarely granted for custom pieces, and we encourage customers to order carefully.