FAQs

1. Shipping

How does Otterley & Hester ship items and what is the cost?

UK Shipping
We offer free shipping on all orders over £50 to a single address within the UK.

Within the UK all items are shipped using Royal Mail Signed for 1st Class or Royal Mail Special Delivery. As a signature is required it may be more convenient for your purchases to be delivered to your work address.

The cost of postage is calculated on the weight of your total order (including estimated packaging) and for that reason will be shown at point of payment.

International Shipping

We ship internationally using Royal Mail International Tracked and Signed (for destinations where this is unavailable, we ship using Royal Mail International Signed). Royal Mail aims to deliver to Europe within 3 to 5 working days from posting and worldwide within 5 to 7 working days from posting.

The cost of postage is calculated on the weight of your total order (including estimated packaging) and for that reason will be shown at point of payment.  

If your address is outside the UK, you may be subject to import duties and taxes which are charged when goods reach your country. You must meet any such charges for customs clearance. Otterley & Hester cannot be held responsible for these charges. We suggest that you contact your local customs and Excise Office for further information.

If the postage for your country is not shown at checkout, please contact us and we will check and confirm the cost.

PO Boxes

Please note that as a signature is required, we do not ship to PO Boxes.

How quickly do you dispatch items?

We aim to ship all items within 2 working days of the order being placed.  If your order is particularly urgent, please let us know by email (customerservices@otterleyandhester.co.uk) and we will try to expedite your order.  

2. Refunds 

Does Otterley and Hester give refunds?


Yes, we want you to be happy with your purchase and if you're not, simply return the item to us within 14 days of receipt, following the instructions below:

To be eligible for a refund the item must be returned to us in the same condition as you received it and it must be in its original packaging, with proof of purchase.
If you would like a refund, please first send us an email at: customerservices@otterleyandhester.co.uk (it would be useful if you set out the reasons for returning the item).
Then send your item and proof of purchase to: Otterley & Hester, 55 Lower Kings Road, Kingston upon Thames, Surrey KT2 5JA.
Once we have received and inspected your item, we will send you an email to notify you of receipt and whether the refund has been approved. If approved, the refund of the purchase price will be processed within 10 working days of us receiving the item back and a credit will be applied to the debit or credit card (or original method of payment) of the person who originally placed the order and paid for the item. We do not refund the original postage cost, the return postage cost or any import duties.
You will be responsible for return postage costs. Please take reasonable care to ensure that any item is returned safely and not damaged in transit and post using a signed for service. We are not responsible for returns that do not reach us.
If 14 days have passed since you received your purchase, unfortunately a refund cannot be given.

 

 

3. Is there anything I should bear in mind when reviewing the product descriptions?

Buying vintage

In almost all cases vintage bags and jewellery have been used and will show some wear and/or age related tarnishing. This is part of the unique charm and character of a vintage accessory.  We provide a full and fair description of each item and its condition and you should take the time to read this carefully and consider in conjunction with the photographs provided (please zoom in to inspect in detail).

 

Colours

Whilst every effort is made to ensure that colours are accurate in our photographs, this may be affected by your monitor settings and you should bear this in mind and always refer to the written description of the colour.

 

Size

Many vintage handbags are quite small. Please bear in mind that photographs have been taken with a zoom lens, to show detail and items may appear larger than they are. Please carefully review the measurements provided in the description and note that they are taken at the widest measuring point.

 

4. Value Added Tax

Does Otterley and Hester charge Value Added Tax?

We are currently below the threshold for registering for Value Added Tax and do not charge Value Added Tax on sales.