Frequently Asked Questions

DELIVERY

How can I find out where my Otella order is in the delivery process?
Click here to track your order.

I need to change the delivery address or delivery date on my order, what now?
Unfortunately, we may have to charge you a handling fee if your delivery has already left our premises and needs to be rerouted. You may email us at info@otella.co.za to change your delivery details.

What happens if I’m not happy with my Otella purchase?
For more information click here to view our “Refunds and Exchanges” policy. You may send us an email at info@otella.co.za or call us on +27 67 855 9310 within 24 hours of receiving your order.

What can I do to make sure my Otella order is delivered?
In order to ensure a timeous delivery, please provide us with a very detailed address. If it’s a company, don’t forget to add in the company name, block, and office number, you can even tell us which department they’re in. If it’s a home address, don’t forget to add in the apartment or complex number.

What happens when the recipient is not at home at the time of delivery?
If the recipient is not at home when the courier attempts delivery, the courier will endeavour to return once more at a later time. Thereafter additional delivery costs will be charged.

What are Otella delivery times?
We deliver on weekdays only. Monday to Friday between 7h00 and 18h00. We will deliver anywhere in South Africa. Some remote areas may need an extra day for delivery.

How long will it take for my parcel to be delivered?
We endeavour to deliver within 2- 4 days of your order being placed. Some remote areas may need an extra day for delivery.

Does Otella charge for delivery?
Yes, each delivery has a flat fee of R80. All orders above R800 is delivered free of charge.

I need to return or exchange an item, where do I find more information?
Read our Returns and Exchange Policy here.

PAYMENT

What method of payment does Otella accept?
We accept a variety of payment methods through the familiar and trusted PayFast payment gateway. We process MasterCard and Visa credit & cheque cards, instant EFT & ATM debit cards. Unfortunately, no COD (Cash on Delivery) payments.

SECURITY

Is it safe to disclose my card info and address on the Otella website?
Absolutely! Our site is verified by “Let’s Encrypt“, all your information is encrypted, and your shopping is secured by SSL.

CLOTHING

How do I care for my linen clothing?
Refer to our Linen Clothing Care blog article here.

Can a clothing item be customised?
We are happy to customise a clothing item for you, to be made to your exact body measurements. There will be an additional fee charged for this, and we will need more information on your measurements once you have placed an order. You will receive an email with all the information and next steps. You can also send an email to info@otella.co.za if you have any questions about clothing customisations.

Frequently Asked Questions

DELIVERY

How can I find out where my Otella order is in the delivery process?
Click here to track your order.

I need to change the delivery address or delivery date on my order, what now?
Unfortunately, we may have to charge you a handling fee if your delivery has already left our premises and needs to be rerouted. You may email us at info@otella.co.za to change your delivery details.

What happens if I’m not happy with my Otella purchase?
For more information click here to view our “Refunds and Exchanges” policy. You may send us an email at info@otella.co.za or call us on +27 67 855 9310 within 24 hours of receiving your order.

What can I do to make sure my Otella order is delivered?
In order to ensure a timeous delivery, please provide us with a very detailed address. If it’s a company, don’t forget to add in the company name, block, and office number, you can even tell us which department they’re in. If it’s a home address, don’t forget to add in the apartment or complex number.

What happens when the recipient is not at home at the time of delivery?
If the recipient is not at home when the courier attempts delivery, the courier will endeavour to return once more at a later time. Thereafter additional delivery costs will be charged.

What are Otella delivery times?
We deliver on weekdays only. Monday to Friday between 7h00 and 18h00. We will deliver anywhere in South Africa. Some remote areas may need an extra day for delivery.

How long will it take for my parcel to be delivered?
We endeavour to deliver within 2- 4 days of your order being placed. Some remote areas may need an extra day for delivery.

Does Otella charge for delivery?
Yes, each delivery has a flat fee of R80. All orders above R800 is delivered free of charge.

I need to return or exchange an item, where do I find more information?
Read our Returns and Exchange Policy here.

PAYMENT

What method of payment does Otella accept?
We accept a variety of payment methods through the familiar and trusted PayFast payment gateway. We process MasterCard and Visa credit & cheque cards, instant EFT & ATM debit cards. Unfortunately, no COD (Cash on Delivery) payments.

SECURITY

Is it safe to disclose my card info and address on the Otella website?
Absolutely! Our site is verified by “Let’s Encrypt“, all your information is encrypted, and your shopping is secured by SSL.

CLOTHING

How do I care for my linen clothing?
Refer to our Linen Clothing Care blog article here.

Can a clothing item be customised?
We are happy to customise a clothing item for you, to be made to your exact body measurements. There will be an additional fee charged for this, and we will need more information on your measurements once you have placed an order. You will receive an email with all the information and next steps. You can also send an email to info@otella.co.za if you have any questions about clothing customisations.