Delivery
Standard Delivery - £3.99 - 2-3 Working Days - Tracked - FREE on orders over £50
Express Delivery - £6.99 - 1-2 Working Days - Tracked
Fastest Delivery - £11.99 - 1 Working Day - Tracked & Signed
European Delivery 1 (Republic of Ireland, Germany & France) - £12.99 - 5-15 working days - Tracked & Signed
European Delivery 2 (Rest of Europe) - £19.99 - 5-15 working days - Tracked & Signed
Worldwide Delivery 1 (USA & Australia) - £22.99 - 5-15 working days - Tracked & Signed
Worldwide Delivery 2 (Rest of World) - £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. Your parcel may require collection from a depot if local fees apply. Should this not be collected, we are unable to retrieve this on your behalf and should the item be returned to us, we are unable to re-post this without incurring additional postage charges. 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 attached. 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 pay for postage at your local Post Office or with a courier of your choice. If you purchase our returns label on our website, it may take up to 72 hours for this to be emailed to you. Please include details of your order number, full name and postcode in your return parcel as well as details of your desired refund. Always obtain proof of postage. 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. For international returns, you can pay for postage at your local Post Office or with a courier of your choice. Please ensure that the parcel is marked as a ‘return’. This will avoid the parcel being held as it enters the UK. Should this happen, we will be unable to retrieve the parcel on your behalf. Please be aware that all refunds may take 7-10 working days to be processed and appear in your account. Our Christmas Gift Policy applies to orders placed between 1 November – 24 December. 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 (Select option 4).
Return Address - Returns Department, Otterburn Mills Ltd, Otterburn, Newcastle upon Tyne, Northumberland, NE19 1JT
