Refund policy

RETURNS, REFUNDS AND CANCELLATIONS POLICY

Last Updated: June 2026

At Wicked Otter, all items are handmade to order and many are created using customer-selected colours, designs, materials, or personalised details. Please read this policy carefully before placing an order.

  1. CANCELLATIONS

If you wish to cancel an order, please contact us as soon as possible at info@wickedotter.co.uk.

Cancellation requests received before work has commenced may be eligible for a full refund.

As our products are handmade to order, production may begin shortly after an order is placed. Once work has commenced, materials have been ordered specifically for your item, personalisation has been completed, or production is underway, cancellations may not be possible and a refund may not be available.

If you need to amend your order details, such as colour choices, personalisation, or delivery information, please contact us promptly and we will do our best to assist where production has not yet begun.

  1. RETURNS AND EXCHANGES

Due to the handmade and custom nature of our products, we do not accept returns or exchanges for:

  • Change of mind

  • Incorrect colour, size, style, or design choices selected by the customer

  • Unwanted gifts

  • Delays caused by postal or courier services outside our control

Please ensure all order details are checked carefully before completing your purchase.

  1. DAMAGED, FAULTY OR INCORRECT ITEMS

We take great care in creating and packaging our products. However, if your item arrives damaged, faulty, or differs from the order placed, please contact us within 14 days of delivery at info@wickedotter.co.uk.

To help us resolve the issue quickly, we may request photographs of the item and its packaging.

Where appropriate, we will offer one of the following remedies:

  • Replacement of the item

  • Repair of the item

  • Full or partial refund

Any remedy offered will be in accordance with your rights under UK consumer law.

  1. DELIVERY ISSUES

If your order has not arrived within the expected delivery timeframe, please contact us and we will assist in tracking the parcel and resolving any issues with the delivery provider.

We are not responsible for delays caused by postal services, couriers, customs processes, adverse weather conditions, industrial action, or other circumstances beyond our control.

  1. CUSTOMER RIGHTS

Nothing in this policy is intended to limit or exclude your statutory rights under applicable UK consumer protection laws.

  1. CONTACT US

For any questions regarding returns, refunds, cancellations, or delivery issues, please contact:

Email: info@wickedotter.co.uk

Business Name: Wicked Otter