Christmas Returns Policy

Cancellation and refund/exchange introduction
We hope that you are very happy with your Otway & Orford pocket square and that it becomes a treasured possession. However, under our Christmas returns policy you may return a purchase to us for whatever reason following receipt of the item as long as you inform us in writing of your return request on or before 14th January 2025 and then return it to us within 14 days of us acknowledging your request (see below for the different policy in the event of defective, damaged or incorrect items). The ability to return a purchase for whatever reason, above, constitutes your statutory cancellation (‘cooling off’) period under the UK’s Consumer Protection (Distance Selling) Regulations 2000. Please note that returns are always subject to certain conditions (see below).

You may either exchange your pocket square for another of your choice, subject to stock availability, or ask to receive a refund. Should you ask for cancellation before your order has been despatched then we shall cancel the order and either take no payment or if payment has already been made, we shall refund the charge in full (including delivery if applicable). Should your cancellation arrive after despatch but before delivery to you, then you will need to wait for it to arrive before returning the pocket square to us for your refund. You will receive a refund covering the original cost of the item plus the original delivery cost; we are unable to refund for the cost of the gift wrapping service. In the case of an exchange, there will be an additional charge to you to cover the despatch of the replacement item and, if applicable, gift wrapping. Please note that the cost of returning the pocket square to us for either a refund or exchange is your responsibility.

Cancellation and refund/exchange process
To cancel your order or start the process of a refund or exchange please get in touch via 'Contact Us' or email on info@otwayorford.co.uk and let us know your name & address, your order number and your reason for cancellation or return. In the case of return, please let us know whether you prefer a refund or exchange, including details of which pocket square you wish to receive in exchange. Please do not return anything to us before we have replied to your email as we shall let you know the address for returns.

In order that a return for exchange or refund can be accepted, you will need to return the pocket square to us in its original condition so please take care when unpacking and repacking. Original condition means that the item should be unused/unworn, be undamaged, have all tags attached, be unaltered, not have been washed or dry cleaned, be in its Otway & Orford gift box and should be accompanied by any enclosed documentation. We reserve the right to refuse a refund or exchange if the goods returned are not in a saleable condition, including if they have been damaged in transit back to us.

With refunds and exchanges, the item is your responsibility until it reaches us in the condition required above and the cost of returning it to us is also your responsibility. To ensure a safe return to us and to protect your interests, please package the items securely and use a postal or courier service that will insure the package for the price of the pocket square and that requires a signature on delivery. You may also want to have the extra security of being able to track the package. Please retain your proof of postage until we acknowledge receipt of the item. If returning an item from outside the UK, please clearly mark the package as ‘Returned Goods’ in order to avoid the package potentially being held by a local customs office, being subject to import duties (which we are unable to pay) and ultimately being returned to you.

Once the pocket square has been received and inspected by us, we shall let you know if the refund or exchange has been accepted. If accepted for replacement, there will be an additional charge to you to cover the despatch of the replacement item and, if applicable, gift wrapping. We shall notify you once despatch has occurred. If accepted for refund, refunds will be made via the original payment method. Please note that we cannot make refund payments to any third-party. Items returned for a refund will receive a refund covering the original cost of the item plus the original delivery cost, if applicable; we are unable to refund for the cost of the gift wrapping service. The refund payment will be made as soon as possible but, in any case, within a maximum of 14 days from informing you of our acceptance of the refund. Please remember that it can take time for banks and credit card companies to process and post refunds, which unfortunately we have no control over.

Replacement or refund process in the case of a defective, damaged or incorrect item
Please inspect your goods immediately upon receipt. In the case of receiving a defective, damaged or incorrect item, please get in touch via 'Contact Us' or email on info@otwayorford.co.uk so that we can put things right. Please email us with your name & address, your order number, the precise reason for return (e.g. in what way the item is defective etc) and let us know whether you want a replacement item or refund. We shall then advise on how to proceed with the return. Please do not return anything to us before we have replied to your email as we shall let you know the address for returns amongst other important information. Please note that as part of the return for defective, damaged or in correct items, the return delivery cost will covered by F For Freddie Limited trading as Otway & Orford.

Once the item has been received and inspected by us we shall let you know if the replacement or refund has been accepted. If accepted for replacement, a replacement item will be despatched with no charge for the delivery and, if applicable, gift wrapping. We will notify you when despatch has occurred. If accepted for refund, refunds will be made via the original payment method. Please note that we cannot make refund payments to any third-party. You will receive a full refund covering the original cost of the item plus the cost of the original delivery, if applicable, and gift wrapping, if applicable. This will be made as soon as possible but, in any case, within a maximum of 14 days from informing you of acceptance of the refund. Please remember that it can take time for banks and credit card companies to process and post refunds, which unfortunately we have no control over. You have 30 days from receipt of the defective, damaged or incorrect goods to return them to us.

Statutory rights
None of the above affects your statutory rights as a consumer under UK law.