FAQ

Frequently Asked Questions

1. How long does delivery take?

Orders are processed within 1–2 business days.
Delivery usually takes 5–9 business days (average estimate).

Please note this is an estimated timeframe and may occasionally vary.

2. My tracking hasn’t updated — should I worry?

Not at all. Carriers sometimes delay scan updates.
If your parcel exceeds the estimated timeframe significantly, just contact us and we’ll be happy to assist.

3. Can my items arrive separately?

Yes — if you ordered multiple items, they may be shipped separately.
This is completely normal and does not mean anything is missing.

4. Can I cancel my order?

You can cancel your order free of charge before it has been dispatched.

If it has already shipped, you can still return it within 14 days of delivery under your statutory cancellation rights.

5. How do I return an item?

Simply email us at support@ottolamps.com with your order number and photos of the item.
We’ll guide you through the next steps.

6. Do I need to pay for return shipping?

For change-of-mind returns, return shipping costs are the customer’s responsibility.

We can provide a convenient prepaid return label, and the cost will be deducted from your refund.

7. What condition must the item be in?

Items must be unused, uninstalled, and in original condition.

Items showing signs of installation or damage may be subject to a deduction.

8. What if my item arrives damaged?

Please contact us within 48 hours and send photos of the item and packaging.
We’ll arrange a replacement or refund where appropriate.

9. My parcel says delivered but I can’t find it.

Please check with neighbours or household members first.

If it’s still missing, contact us within 7 days and we’ll assist with a carrier investigation.

10. When will I receive my refund?

Once your return is received and approved, refunds are processed within 14 days to your original payment method.