notes ·
Our free size switch, explained
The most common email we get is not about delivery or payment. It is: the coat is lovely, but I should have ordered a medium. Because our pieces travel from our partner workshops in China, sending something back is slow and costs you postage, so we do it differently.
How it works
- Email info@ottilieandjack.co.uk within 30 days of delivery with your order number, the size you need and two photos of the item: one of the whole piece and one of the size label.
- We confirm within 24 hours and dispatch the new size from the workshop, free of charge.
- You keep the first one. Pass it on to someone it fits, or donate it; there is no need to post anything.
The small print, without the small print
- One size switch per order. The second time, our normal 30-day returns apply.
- The same item in a different size only, not a different colour or a different product.
- The new size takes the usual 6 to 10 working days to arrive.
- If the size you need has sold out, we refund the item in full instead.
Why we do it this way
Return postage to our warehouse in Shenzhen is yours to pay, and a coat going there and back is roughly two weeks of waiting. A second parcel is cheaper for you and quicker for everyone. It also means we have to get the size guides right, which keeps us honest: every measurement on the size guide page is taken from the garment itself, not copied from a supplier sheet.
Jack