Delivery & Returns
We aim to dispatch all orders as soon as possible, no orders are dispatched on Saturday, Sunday or Public Holidays. Delivery times can also be affected when we are at events and competitions.
Please make sure all your delivery info is correct.
We send all UK orders via a tracked courier service, normally 3-5 days for delivery. If you require your items quicker please email us [email protected] to discuss options before purchasing.
UK postage is weight dependent and starts from £3.00
Special delivery items will start from £8.00
Where possible we send all overseas orders under 2kg via Royal Mail International Tracked and signed. Any orders over 2kg in weight will switch to a tracked courier service.
Delivery cost is calculated by weight and location.
European zones start from £10.00
USA, Canada, Australia and New Zealand start from £12.00
For countries outside of the UK, Customs Duty may be payable on your order – this is based on the value of your order and the Duty Threshold in your country of residence. We have no control over the Duty total and payment is the responsibility of the customer.
For EU customers now receiving VAT charges at local borders, please email [email protected] with the order number and proof of the charge to arrange a refund. Our tech team are currently working on a solution to remove VAT at point of purchase. This is an interim solution while we finalise an EU based distribution centre.
We hope you love your purchases from OTP but if you need to return an item, please send it back unworn and unwashed within 14 days of receiving your order. When trying on your purchase please ensure underwear is worn and no marking from makeup or staining from deodorants occurs.
To return or exchange an item – please go to the View Port link provided in your email. From there you can print a slip and return to:
Off The Pole Ltd
C/o James & James Fulfilment Centre
The responsibility of the item remains with the customer until we have received the item here. We recommend using a tracked service for returns. The costs of returning a non-faulty item is payable by the customer and are non-refundable.
Return for refund: We will contact you when we process your refund. The refund will be via the original method of payment. Please allow up to 25 days for the funds to arrive back in your account before contacting us. We process returns internally within 7 days but transfer of funds can take longer through some payment methods.
Exchanges: We will contact you to advise if we have the product stock to send or if we are out of stock. All exchanges are one exchange per customer.
Please ensure all items meet with the above conditions to ensure your exchange or refund is processed smoothly. We reserve the right to decline refunds or exchanges on items deemed not to meet the conditions for resale.
It does sometimes happen!
If you think you have a faulty item please contact us immediately at [email protected]
We will email you back with options and remedy the best we can.
RETURNS SHIPPING COST
We not do refund the cost of shipping on any return items unless the item is damaged, faulty or an administrative error has occurred on our behalf. This does not restrict your statutory rights to return faulty merchandise.
If it’s a gift don’t panic! We will add an extra 14 days to the returns period just in case!