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RETURNS
We want you to be 100% happy with your purchase from us at Ottway.
Shop with confidence knowing you can easily return your items within 30 days of receipt if the fit isn't right.
We provide Store Credits for all returned items so you can easily re-order your desired design/size.
No returns or exchanges on sale items - This applies to any discounted product and/or any product part of the Mates Rates collection.
We only offer refunds in the unlikely scenario of having received defective products.
In the event that you require an exchange in size or swap for a different design please click here to use our Returns Portal
No returns or exchanges on sale items - This applies to any discounted product and/or any product part of the Mates Rates collection.
No, unfortunately we can only offer refunds in the unlikely scenario of having received defective products.
As a small business unfortunately, we can't sustain refunds for change of mind or for return to sender.
Return shipping and associated costs are the responsibility of the customer.
In the event that you received an incorrect or defective product, please contact us immediately at wecare@ottwaythelabel.com along with your name, order number and we will help you resolve the issue.
Please contact our customer service at wecare@ottwaythelabel.com
At Ottway the Label, we take pride in crafting high-quality, durable garments designed for everyday adventures. We stand by our craftsmanship and offer a three-month warranty from the date of purchase to cover any manufacturing defects.
What’s Covered: Our warranty applies to manufacturing defects in materials or workmanship, such as: faulty stitching, broken zippers, buttons, or fastenings, fabric flaws that compromise the integrity of the garment.
What’s Not Covered: Our warranty does not cover issues resulting from: general wear and tear, accidental damage (e.g., rips, stains, or shrinkage), improper care or washing outside of the recommended instructions, modifications or alterations made after purchase.
How to Make a Warranty Claim: If you believe your item has a manufacturing defect, please follow these steps within three months of purchase:
Email us at wecare@ottwaythelabel.com with a description of the issue, clear photos of the defects and proof of purchase (e.g., order confirmation or receipt).
Our team will assess your claim and offer one of the following resolutions: cover the cost of a repair (where possible), provide a replacement for the same item (subject to availability), offer store credit if a replacement is unavailable or sustainability commitment.
To reduce waste, we prioritise repairs over replacements wherever possible. If your item can be fixed, we’ll cover the cost of repairs through a local tailor or alteration service of your choice.
If you have any questions about our warranty, feel free to reach out - we’re here to help!