Return Policy

Overview
We want you to be completely satisfied with your purchase from OTM Boutique. If you’re not happy with your order, we’re here to help with returns and exchanges through our secure portal at [otm-boutique.com/returns].

Return Window

  • Standard Orders: 30 days from delivery date
  • Registry Gifts: 90 days from event date
  • Final Sale Items: Non-returnable (clearly marked)

Return Conditions
To be eligible for a return, items must be:

  • Unworn, unused, and unaltered
  • In original packaging with tags attached
  • In resalable condition
  • Accompanied by original receipt or order number

Non-Returnable Items
The following items cannot be returned:

  • Final sale merchandise (marked at purchase)
  • Personalized or monogrammed items
  • Gift cards
  • Intimate apparel
  • Beauty products

How to Return

Step 1: Initiate Return
Start your return process online at [otm-boutique.com/returns-portal]. You’ll need your:

  • Order number
  • Email address
  • Item details

Step 2: Choose Return Method

  • Prepaid Label: $7.95 deducted from refund
  • Free Return: Drop off at any of our partner locations
  • Exchange: Free return shipping for size exchanges

Step 3: Package Items

  • Use original packaging when possible
  • Include completed return form
  • Securely seal the package

Step 4: Ship Back

  • Attach provided shipping label
  • Get tracking confirmation
  • Keep receipt until refund processes

Refund Process

Timeline

  • Processing time: 5-7 business days after we receive your return
  • Refund issuance: 3-5 business days after processing
  • Bank processing: 5-10 business days depending on your financial institution

Refund Methods
Refunds are issued to the original payment method:

  • Credit/Debit Cards
  • PayPal
  • OTM Boutique store credit

Store Credit

  • Available immediately upon return approval
  • Never expires
  • Bonus: Get 10% extra when opting for store credit

Exchange Process

Size Exchanges

  • Free return shipping for size exchanges
  • Process through [otm-boutique.com/exchanges]
  • Subject to availability

Color/Style Exchanges

  • Process as return and new purchase
  • Price protection honored for 14 days

Damaged or Defective Items

Immediate Action Required
Contact us within 48 hours of delivery:

  • Email: [email protected]
  • Online: [otm-boutique.com/defective-claim]
  • Include photos of damage/defect

Resolution

  • Free return shipping
  • Immediate replacement if available
  • Full refund if replacement not available

International Returns

Additional Considerations

  • Customs fees non-refundable
  • Return to international processing center
  • Additional 7-10 business days for processing
  • Details: [otm-boutique.com/international-returns]

Return Status Tracking

Check your return status 24/7 at [otm-boutique.com/return-status] using your:

  • Return tracking number
  • Order number
  • Email address

Special Circumstances

Registry Returns

  • Extended 90-day window
  • Free return shipping
  • Gift giver not notified
  • [otm-boutique.com/registry-returns]

Holiday Returns

  • Extended until January 31st for purchases made November 1st or later
  • Special holiday return labels included

Lost Returns

  • File claim after 14 days without scan update
  • Contact: [otm-boutique.com/lost-return-help]

Need Help?

Contact Our Returns Team

  • Email: [email protected]
  • Phone: Available at [otm-boutique.com/contact]
  • Live Chat: Mon-Fri 9AM-6PM EST
  • Returns Portal: [otm-boutique.com/returns-help]

Return Exceptions
We reserve the right to refuse returns that don’t meet our policy requirements. All decisions are final.

Policy Updates
We may update this policy. Current version always available at [otm-boutique.com/return-policy].

Last Updated: December 2023