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FAQ

SIZE

How do I select the correct sizing?

Please refer to our product description and check our size guide. If you are still unsure or wish to further consult with our team, please contact [email protected].

PRODUCT

Where is Ottolinger made?

All Ottolinger products are designed at our studio in Berlin and made in Greece, Italy, Poland and Turkey, unless stated otherwise. The individual product origin is written in the product description. 

How do I care for my Ottolinger products?

For delicate fabrications, such as recycled mesh, we recommend hand washing to prolong the longevity of the garment.
For tie-dye garments, we recommend washing with similar colours on the cold wash cycle.
For denim, we recommend a cold wash cycle.
If you have further enquiries, please contact [email protected].

 

PAYMENT

What are the payment options?

We accept Apple Pay, PayPal, Visa, Mastercard, and most of all major international debit and credit cards. We additionally offer a Klarna payment option. 

Help, I cannot proceed with my payment.

If you are experiencing problems, first check that the card number and expiry date are correct. If the issue is still unresolved, contact your bank as they may have blocked your purchase for security reasons. You may need to use another payment option.
If the issue persists, contact [email protected] so that we can find an alternative payment solution. 

 

ORDERS

What shipping methods are available?

We offer a flat rate Standard DPD shipping for orders within Germany and DHL shipping for worldwide. 
See our Shipping for more information. 

Will I need to pay taxes and duties for my order?

No. All our orders are shipped with DDP (Delivery Duties Paid). This means that the taxes and duties are automatically calculated at checkout and covered by us.

Where is my order confirmation?

Please check your spam folder as it may have been directed there. If it is still missing, contact [email protected] with the heading ‘Missing Order Confirmation’ and our team will get back to you.

Can I change my order details?

If you need to make changes to your order, please contact us immediately at [email protected] with the correct information. Please note that we, unfortunately, cannot guarantee the amendments if the order has already been fulfilled.

How do I track my order?

For orders within Germany, you will receive a DPD tracking number in the email provided.
For all other orders, you will receive a DHL tracking number in the email provided.

My order has not arrived.

Germany: If your order is delayed or missing, please contact your local DPD office with the tracking number provided on your order confirmation email. 
Outside of Germany: If your order is delayed or missing, please contact your local DHL office with the tracking number provided on your order confirmation email. 
If the issue is still unresolved, please contact [email protected] with your order number and contact information.

 

RETURNS

What is your returns policy?

Our return period is 14 days and the item(s) must be returned in its original condition. Additionally, you must notify us within this period and ship the items as soon as we have approved the request. 
We do not accept returns for sale or promotional items. See our Return Policy for more information.

Do you offer exchange?

No. We currently do not offer exchanges. If you would like to change an item, please follow the return process and make a new purchase with the desired item(s). 

See our Return policy for more information.

How do I return an item?

For EU customers, returns are organised and paid for by the customer. Ottolinger is not liable for the return package, we strongly recommend using a trackable shipping service with insurance. 
For non-EU customers, please contact [email protected] and we will provide you with the necessary documentation and return shipping label. 
If you have accepted an international return shipping label from us, the fee will be deducted from your total refund amount.

Will you provide a return label?

For customers outside of the EU, we can provide a return shipping label with DHL. 
For German and EU customers, you must organise your own return shipping label.

Can I return in-person?

No. All returns must be organised through a courier.

What if the items are damaged or faulty?

If you have a concern with a faulty or damaged item, please contact [email protected]  immediately with your order number and images of the defective product.

OTHER

Where is Ottolinger based?

Our studio is based in Berlin, Germany. 

How can I stay up-to-date with Ottolinger?

You can follow us on Instagram and subscribe to our newsletter here for all new arrivals, collection drops, sales, and special events. 

I would like to stock Ottolinger. Who should I contact?

For any wholesale opportunities, please contact [email protected].

Does Ottolinger have a PR? 

For any PR enquiries, please contact [email protected]

Does Ottolinger offer internships?

Yes. If you’re interested in applying for an internship, please contact [email protected]

ACCESSIBILITY

At Ottolinger, we are committed to ensuring that individuals with disabilities can access all services and content through the website www.ottolinger.com including users of screen reader technology. 

Can I send site accessibility feedback if I am a person with a disability?

As we strive to make our site as accessible as possible with our website provider, our efforts are ongoing to meet WCAG 2.1 and we encourage individuals with disabilities to reach out to us with feedback for improvements on our site at [email protected].

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