Delivery & Returns
Please note that deliveries may take longer than expected due to the COVID-19 pandemic.
Standard Delivery - £3.99 - 2-5 Working Days - FREE on orders over £40
Express Delivery - £6.99 - 1-2 Working Days - Tracked
Next Day Delivery - £11.99 - 1 Working Day - Tracked & Signed
European Delivery - £19.99 - 5-15 working days - Tracked & Signed
Worldwide Delivery - £29.99 - 5-15 working days - Tracked & Signed
Orders placed after 3pm will be dispatched the next day. Orders placed after 3pm on Friday will be dispatched on Monday (excluding Bank Holidays). It is important to note that you may have to pay custom duties and taxes on the items purchased with European and Worldwide Delivery and that these local fees are not included in your Otterburn Mill invoice. Please check the Royal Mail website for more information about international charges if you are unsure.
Returns & Exchanges
Refunds - We are happy to offer refunds for items that are returned in an unused, as new condition complete with labels. Items must be returned within 30 days of delivery. You can purchase a Royal Mail returns label on our website for £3.99 or you can also pay postage at your local Post Office. If you purchase our returns label it may take up to 48 hours for this to be emailed to you. If you use an Amazon pre-paid returns label will have the cost of the label deducted from your refund. Please include details of your order number, full name and postcode of your billing address in your return parcel as well as details of your desired refund and obtain proof of postage at the Post Office. We cannot be held responsible for any items lost in transit. Refunds will not be authorised for items that have had the labels removed or are found to be soiled or used. Dog beds can only be returned if the protective cover has been used while trying the item. If you live outside the UK mainland you will be unable to use the Royal Mail label detailed above, please contact us for further information. Please be aware that refunds make take 7-10 working days to be processed and appear in your account. Our Christmas Gift Policy applies to orders placed between 1 November 2021 – 24 December 2021. Any orders bought as gifts during this period can be returned 7 days from 25 December. This does not apply to sale items.
Exchanges - Unfortunately, we cannot process exchanges for products bought online. Please reorder your desired product and return the unwanted item to us for a refund following the instructions above.
Faulty Items - If the item you have ordered is faulty, please contact us before attempting to return the item on 01830 520225.
Return Address - Returns Department, Otterburn Mills Ltd, Otterburn, Newcastle upon Tyne, Northumberland, NE19 1JT