Returns & Refunds Policy

Last updated: September 1, 2026

Returns

European Union Customers

If your order is delivered within the European Union, you generally have the right to withdraw from your purchase within 14 days of receiving your goods, without giving any reason.

To exercise your right of withdrawal, you must notify us within 14 days of delivery by using the Withdrawal and Cancellation page.

After notifying us of your withdrawal, we will contact you to follow up on your request and provide any necessary return instructions.

After notifying us that you are withdrawing from your purchase, you must send the goods back within 14 days.

To be eligible for a full refund, items must not have been handled beyond what is reasonably necessary to inspect their nature, characteristics, and function, and should be returned in a condition suitable for resale.

If an item has been handled or used beyond what is necessary to inspect it, we may deduct an amount from the refund to reflect any resulting loss in value, where permitted by law.

The following products are exempt from the statutory right of withdrawal and cannot be returned for a change of mind:

• Dyed-to-order and made-to-order products that are produced specifically to the customer's chosen specifications.

• Products dyed, made, customized, assembled, or otherwise produced according to individual specifications supplied or selected by the customer.

• Personalized or custom-made products.

• Club subscriptions, mystery clubs, club boxes, and similar products where the goods are made to the customer's specifications or otherwise fall within a statutory exception to the right of withdrawal.

• Digital and downloadable products once the statutory conditions for loss of the right of withdrawal have been met.

• Other products or services that are legally excluded from the statutory right of withdrawal.

These exclusions do not affect your statutory rights if a product is defective, damaged, or not as ordered.

Gift cards that have already been redeemed cannot be returned for a refund. Any statutory rights that apply to unused gift cards remain unaffected.

Please do not send your purchase back before contacting us.

Our return address is:

Undercover Otter
Barndegat 8, Studio F0.06
1505 HN Zaandam
The Netherlands

Customers Outside the European Union

Our voluntary return policy lasts 14 days from the date of purchase.

If 14 days have passed since your purchase, unfortunately we cannot offer a voluntary refund or exchange unless the product is defective, damaged, incorrectly supplied, or applicable law gives you additional rights.

To be eligible for a voluntary return, your item must be unused and in the same condition in which you received it.

The following items are not eligible for voluntary return:

• Sale items.

• Dyed-to-order products.

• Made-to-order products.

• Products dyed, prepared, assembled, customized, or otherwise produced specifically for your order.

• Club subscriptions, mystery clubs, club boxes, and similar subscription products.

• Personalized or custom-made products.

• Gift cards.

• Digital and downloadable products.

Any mandatory consumer rights that apply in your country remain unaffected.

Please do not send your purchase back before contacting us.

Return Shipping

Unless the item is defective, damaged, incorrectly supplied, or applicable law requires otherwise, customers are responsible for all return shipping costs.

For EU customers exercising the statutory right of withdrawal, you are responsible for the direct cost of returning the goods.

We strongly recommend using a tracked shipping service when returning an item, particularly for returns valued at more than €50.

Until a return is received by Undercover Otter, the return shipment remains the customer's responsibility except where applicable law provides otherwise or where Undercover Otter has arranged collection of the goods.

We cannot refund items that are not returned to us unless you can demonstrate that the goods were sent back and applicable law requires us to process the refund on that basis.

Refunds

Once your return is received, we will inspect it and confirm that it has arrived.

European Union Customers

If you exercise your statutory right of withdrawal, we will refund the payments we are required to refund within 14 days of receiving your notice of withdrawal.

We may withhold the refund until we have received the goods back or until you provide evidence that you have sent the goods back, whichever occurs first.

Refunds will be made using the same payment method used for the original transaction unless you expressly agree to another method.

If you withdraw from your entire order, we will also refund the original delivery charge up to the cost of the least expensive standard delivery method that was available for the order.

If you chose a more expensive shipping method, such as upgraded, express, insured, or premium delivery, the additional cost of that shipping method will not be refunded.

If you return only part of an order, the original delivery charge will not be refunded unless applicable law requires otherwise.

The direct cost of returning goods remains your responsibility unless the goods are defective, damaged, incorrectly supplied, or applicable law requires us to pay those costs.

Customers Outside the European Union

Once your return is received and inspected, we will notify you whether your voluntary refund has been approved.

If approved, your refund will be processed to the original payment method used for the purchase.

Approved refunds will normally be processed within 14 days of receiving and inspecting the returned item.

Original shipping charges are non-refundable for voluntary returns outside the European Union unless applicable law requires otherwise.

Duties, Taxes and Customs Charges

Import duties, taxes, customs charges, brokerage fees, and similar amounts paid directly to customs authorities, carriers, or other third parties are not collected by Undercover Otter and cannot be refunded by us.

Where Undercover Otter has directly collected an amount that applicable law requires us to refund, we will refund that amount as required.

Late or Missing Refunds

If you have not received your refund yet, please first check your bank or payment account again.

You may also need to contact your payment provider, as it can take some time before a processed refund appears in your account.

Processing times vary between banks and payment providers.

If you have done this and your refund still has not appeared, please contact us at info@undercoverotter.com.

Sale Items

For customers outside the European Union, sale items are final sale under our voluntary return policy and are not eligible for return or refund unless they are defective, damaged, incorrectly supplied, or applicable law provides otherwise.

For customers within the European Union, purchasing an item on sale does not by itself remove any statutory right of withdrawal or other mandatory consumer rights.

Defective, Damaged or Incorrect Items

Please contact us if an item is defective, damaged, or different from what you ordered.

We will review the issue and provide the repair, replacement, refund, or other remedy required by applicable consumer law.

Where we are responsible for defective, damaged, or incorrectly supplied goods, we will cover reasonable return shipping costs where required by law.

Please contact us before returning the item so that we can provide the appropriate instructions.

Exchanges

We do not offer general exchanges for unwanted items.

We replace items where appropriate if they are defective, damaged, or supplied incorrectly.

As many of our yarns and fibers are dyed in small batches or are one-of-a-kind colorways, we cannot guarantee that an identical replacement will be available.

Where an identical replacement is not available, we will discuss the available options with you.

If you need a replacement because of a defect, damage, or error on our part, please contact us at info@undercoverotter.com before returning the item.

Gifts

If the item was purchased as a gift and shipped directly to you, please contact us before returning it.

Where a refund is due, refunds are normally issued to the original payment method used to purchase the order.

Where appropriate and agreed with you, we may instead offer store credit.

A gift recipient cannot require us to refund the purchase price to a payment method other than the one used for the original transaction.

Shipping and Lost Parcels

Delivery estimates are estimates and a delayed shipment is not automatically considered lost.

If your order has not arrived within the expected delivery period or tracking has stopped updating, please contact us so that the shipment can be investigated where appropriate.

The availability of tracked, insured, and uninsured shipping services may depend on the destination and the shipping options offered at checkout.

Any mandatory consumer rights concerning goods lost or damaged during delivery remain unaffected by the shipping method selected.

Further information about shipping, delivery estimates, tracking, and missing parcels can be found in our Shipping Policy.

Contact

If you have questions about a return or refund, please contact:

Undercover Otter
Email: info@undercoverotter.com

Please include your order number when contacting us about an order.