Returns and Exchanges

We hope you love your purchase and believe the quality of our brand extends far beyond just clothing/jewellery to our core values and to every interaction we have with the customers. If you are unhappy with your purchase, we encourage you to please reach out via email and let us know by sending an email to info@otella.co.za. Our clothing has a non-negotiable no refund policy. Returns and exchanges are managed on a case-by-case basis. Our team will be in touch with you to discuss the details.

  • Contact us as soon as possible. We have a strict 7-day return policy. You must inform us within 7 working days upon receiving the product and courier the product back to Otella Co.
  • You will be responsible for paying your own shipping costs for exchanging your item.
  • You can make use of your own courier or let us know and we can arrange with our courier (Fastway Couriers) to pick up the return once you have paid the courier costs of R60.00. You will be sent a payment link for the courier cost and once payment has been received and cleared in our account the courier will be sent to do the pickup.
  • The cost of reshipping back to the customer will be for our (Otella Co.) expense.

We accept returns/exchanges ONLY in the following instances:

  • When you received a damaged product, caused by a manufacturing fault.
  • The product was damaged at any time during the courier process. The courier costs on damaged or defective goods will be covered by us (Otella Co.). Please email us a photo within 24 hours to info@otella.co.za showing the damaged/defective goods issue.
  • Clothing – Incorrect sizing exchanges are allowed on standard clothing only, no returns are allowed for customised clothing. Alternations can be requested. Please contact us.

To be eligible for returns/exchanges, your item must be unused and in the same condition that you received it. We do NOT accept returns for jewellery or clothing when:

  • Item / Clothing has been damaged or dirtied by the customer.
  • Item / Clothing has been worn or altered in any way.
  • Sale items cannot be returned or refunded.
  • Clothing – Any obvious marks like makeup and lipstick stains or odours will render the item unsellable, the item cannot be returned and will be sent back to you. You will not qualify for an exchange.

Otella Co. reserves the right to reject any exchange or return request if the product is received damaged or if any accessories, literature, or other original components are missing.

EXCLUSIONS – Jewellery
If a jewellery item is defective within 2 months after being received, we will consider replacing it, if it is a material defect, and that the defect did not develop because of abuse, fair wear, and tear, or by not following our or the manufacturer’s instructions. Any supplier warranties apply over and above the terms of the Consumer Protection Act 68 of 2008.

Returns and Exchanges

We hope you love your purchase and believe the quality of our brand extends far beyond just clothing/jewellery to our core values and to every interaction we have with the customers. If you are unhappy with your purchase, we encourage you to please reach out via email and let us know by sending an email to info@otella.co.za. Our clothing has a non-negotiable no refund policy. Returns and exchanges are managed on a case-by-case basis. Our team will be in touch with you to discuss the details.

  • Contact us as soon as possible. We have a strict 7-day return policy. You must inform us within 7 working days upon receiving the product and courier the product back to Otella Co.
  • You will be responsible for paying your own shipping costs for exchanging your item.
  • You can make use of your own courier or let us know and we can arrange with our courier (Fastway Couriers) to pick up the return once you have paid the courier costs of R60.00. You will be sent a payment link for the courier cost and once payment has been received and cleared in our account the courier will be sent to do the pickup.
  • The cost of reshipping back to the customer will be for our (Otella Co.) expense.

We accept returns/exchanges ONLY in the following instances:

  • When you received a damaged product, caused by a manufacturing fault.
  • The product was damaged at any time during the courier process. The courier costs on damaged or defective goods will be covered by us (Otella Co.). Please email us a photo within 24 hours to info@otella.co.za showing the damaged/defective goods issue.
  • Clothing – Incorrect sizing exchanges are allowed on standard clothing only, no returns are allowed for customised clothing. Alternations can be requested. Please contact us.

To be eligible for returns/exchanges, your item must be unused and in the same condition that you received it. We do NOT accept returns for jewellery or clothing when:

  • Item / Clothing has been damaged or dirtied by the customer.
  • Item / Clothing has been worn or altered in any way.
  • Sale items cannot be returned or refunded.
  • Clothing – Any obvious marks like makeup and lipstick stains or odours will render the item unsellable, the item cannot be returned and will be sent back to you. You will not qualify for an exchange.

Otella Co. reserves the right to reject any exchange or return request if the product is received damaged or if any accessories, literature, or other original components are missing.

EXCLUSIONS – Jewellery
If a jewellery item is defective within 2 months after being received, we will consider replacing it, if it is a material defect, and that the defect did not develop because of abuse, fair wear, and tear, or by not following our or the manufacturer’s instructions. Any supplier warranties apply over and above the terms of the Consumer Protection Act 68 of 2008.