To our lovely customers,
Thank you for your patience during this time - please expect wait times to be longer at the moment due to Covid holdups.
We are happy to announce that wait times will be going back to normal very Soon
( We will be back to 1 week or less - depends on order size)
Shipping companies will still have delays however so please contact us for Courier (UPS) pricing prior to ordering should you need something quickly . Shipping delays are out of our control so please expect them to be longer than normal
As a small business we appreciate all of your patience the past two months during Covid ! :)
Thank you !
SHIPPING & RETURNS
* THIS IS NOT YOUR ORDER WAIT TIME - THIS IS THE SHIPPING METHOD ONLY
If you are needing a RUSH order, please make sure to contact us prior to ordering or it will not be guaranteed.
Current wait times are updated HERE
Shipping Fees will depend on your location, we have Tracked Ground (default option for all orders), Express worldwide and Priority Next day for Canada and US, and Priority Two day for International
Domestic Shipping Times
Ground: 2-7 days depending on the Province
Express: 3-5 days
Priority : 1-2 days
U.S.A Shipping Times
Ground: 6-10 days
Express: 3-4 days
Priority: 2 days
International Shipping Times
Ground: 14-21 days
Express: 7-14 days
Priority : 2-3 days
IMPORT DUTIES AND CUSTOMS
USA & INTERNATIONAL CUSTOMERS:
Your order may be subject to VAT or import duties and/or taxes, which are levied once your package reaches your country.
Ottilia & Sugar ships your package "duties and taxes unpaid", and does not collect the VAT, duties and/or taxes and cannot predict what your particular charges may be. If you do incur these additional charges, they must be rendered in order for your package to clear customs.This is standard for most online purchasing with any company.
*YOUR ORDER IS NOT REFUNDABLE BECAUSE YOU DO NOT WANT TO PAY YOUR CUSTOMS/DUTIES OR VAT CHARGES UPON DELIVERY. PLEASE BE FAMILIAR WITH THIS BEFORE ORDERING *
All discounted or sale items that are discounted more than 20% are FINAL SALE.
Items that are discounted less than 20% off or that were purchased full price are subject to exchange or credit within 7 days of receiving the item. Be familiar with this and your sizing before purchasing items that are largely discounted.
BOGO purchases (buy one get one free) are FINAL SALE.
All custom Bikinis are final sale . Should you need something altered - if possible - we will gladly assist at a small charge.
If you absolutely aren't in love with the products you ordered (regular priced items only), we will accept returns on regular priced items within 7 days of receiving the items, for a STORE CREDIT only. Or you are welcome to an Exchange. Please note the amount of the credit received is the amount you paid minus any shipping costs. Shipping costs are not credited on your order. Customer is responsible for all shipping costs.
If you would like to exchange your item for a different size or style , you may do so within 7 days of receiving the items, on regular priced items. Once an item is exchanged it is final sale.
All items must be in the original perfect condition, unworn, unsoiled, undamaged, and with tags in tact.
If you are worried about being able to exchange an item we suggest purchasing at regular price so you have the option of switching your suit for a different size or style if need be.
How to do a return/ exchange
Please contact us on one of our contact forms or via our chat window with the order number & name on the order, the reason for the return or exchange and the date received.
Once you have been approved for the return or exchange , we will issue you an return form with a return authorization number.
Please do not send anything back unless its been approved - it will not be accepted.
All returned items must be sent back to us with the Authorization form printed out so we can set you up with a store credit or exchange
All customers pay for their own returns Shipping costs, and shipping costs are not credited in your credit or exchange .
All credits consist of the cost of the product you purchased (minus any promos or discounts you received) , minus 10% restocking fee for orders over 400$.
Your store credit is good for ONE year, from the date the credit was issued.
Exchange must be approved and shipped back within 7 days of receiving the item.
Item must be sent back with printed exchange form.
Items must be sent back correctly - instructions are on the form.
International and USA - you must mark your returns as EXCHANGE/ NO VALUE - we do not cover import taxes if this is not done correctly.
You will be responsible for paying them before your exchange is sent out .
Items can be exchanged for product of the same price , or customer pays the difference. Your credit amount for the exchange is the amount you paid minus any discounts you received.
Please note : Exchange wait times are the same as current order wait times. If this is a RUSH exchange - the same RUSH order fees will apply to your order.
There are no cancellations on orders. By ordering and completing your purchase you are confirming you accept this policy.