Customer Care

Shipping: Ottilia offers free shipping on all orders shipping to the USA $50 and over. Shipping rates are calculated at checkout.

You will receive an email confirmation once your order has been placed, which will include your order number and shipping method. Please make sure your shipping address is correct as we cannot redirect packages once they are en route. If there is a concern, email hello@shopottilia.com.

Orders can take up to two business days to be processed and shipped. Once your order is prepared for shipment you will receive a shipping confirmation email with your tracking information.

Return Policy: We have a seven day return policy, which means you have seven days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@shopottilia.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@shopottilia.com.

— DAMAGES & ISSUES: Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

— EXCEPTIONS / NON-RETURNABLE ITEMS: Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

— EXCHANGES: The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

— REFUNDS: We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Using non-toxic skincare: Please consider the ingredients of each product before using. While all products are natural, each human is unique and therefore could have an unforeseen issue. We encourage you to test the product on a small patch of skin if you have any hesitations. While we are not doctors or skincare specialists, we do have a strong love for the people who have made these products and their dedication to simple, nontoxic products. Each product was made with extreme care. Please note: Many of these products have not yet been evaluated by the Food and Drug Administration. They are not intended to diagnose, treat, cure or prevent disease.

Questions? Please reach out with any questions or concerns - we are here to help! Our email is hello@shopottilia.com.