FAQs
What types of payment do you accept?
You can pay for your orders as follows:
• Credit or debit cards
• PayPal Express
All processed through Shopify Payments.
When will my order be delivered?
We aim to dispatch orders on the next business day.
Please allow three [3] or four [4] days UK for delivery. Orders shipped outside the UK will take longer.
If you require delivery by a certain date, please select the appropriate shipping option or contact us so that we can discuss this with you (shop@otter.org).
Shipping method
All items are standard delivery (via Royal Mail Air Mail for overseas orders) - NOT TRACKED.
UK only - Next Day Special Delivery is available for items up to 2kg and orders must be received by 11.00 hrs UK time. Friday posting is not guaranteed for Saturday delivery.
Europe and Rest of the World tracked/signed for shipping options are available (depending on country destination). Make your selection at the end of the order process.
Orders received by 11.00 (Monday-Friday) may be shipped the same day. Otherwise, your order will be sent out the next business day.
Orders placed with suppliers in the Otter Marketplace, will be dispatched from the supplier/artist, according to any times indicated on the product page.
Customs Charges
If your order is delivered outside the UK, it may be subject to customs charges in your country, payable by you. IOSF Otter Shop is not responsible for these.
GPSR & EU Responsible Person
EU Compliance Partner, Pärnu mnt 139b-14 11317 Tallinn, Estonia www.eucompliancepartner.com
Returns and Cancellation
We have a 30-day return policy, which means you have 30 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 shop@otter.org. Please note that returns will need to be sent to the following address: International Otter Survival Fund, 7 Black Park, Broadford, Isle of Skye IV49 9DE Scotland
If your return is accepted, we’ll send you 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 shop@otter.org.
Damages and issues
Please inspect your order upon receipt 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.
If you have purchased IOSF products from Teespring.com and Teemill.com, your contract is with the company you have purchased from. You must contact them direct regarding any problems/returns/refunds.
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.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.
Refunds
We will notify you once we’ve 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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at shop@otter.org.
Returning supplier-shipped goods
If you (the Customer) wish to return an item that was shipped directly from our supplier/artist/craftsperson, then please contact IOSF Otter Shop in the first instance (Tel: 44 [0]1471822487, E: shop@otter.org) quoting your order number. We (IOSF Otter Shop) will put you in contact with the supplier of the goods purchased, so that arrangements can be made accordingly.
Order Packaging
Wherever possible we recycle mailing items such as boxes, to send out your orders and reduce costs and waste.
Can my order be delivered to someone else?
You can send your order to someone else by entering their name and address as the Shipping Address and your own as the Billing Address, during the checkout process.
I can't find the answer to my question. What do I do?
Have you checked our Terms & Conditions? Still no answer - then contact us and let us know what your question is. We'll get back to you with an answer as soon as possible.
Having problems with this site?
Please do not hesitate to contact us if you have any problems using the IOSF Otter Shop.
What happens to my telephone number and email address?
We do not share your details with a third party. We will only use these to contact you about your order, or if you sign up to receive e-news/emails from us.
About Gift Aid (UK tax payers)
I confirm I have paid or will pay an amount of Income Tax and/or Capital Gains Tax for each tax year (6 April to 5 April) that is at least equal to the amount of tax that all the charities or Community Amateur Sports Clubs (CASCs) that I donate to will reclaim on my gifts for that tax year. I understand that other taxes such as VAT and Council Tax do not qualify. I understand the charity will reclaim 25p of tax on every£1 that I give on or after 6 April 2009.
Please notify the IOSF if you:
- want to cancel this declaration
- change your name or home address
- no longer pay sufficient tax on your income and/or capital gains.
If you pay Income Tax at the higher or additional rate and want to receive the additional tax relief due to you, you must include all your Gift Aid donations on your Self Assessment tax return or ask HM Revenue and Customs to adjust your tax code.
See our Terms & Conditions