Shipping policy

Last updated: September 1, 2026

How do you ship?

Orders fulfilled directly by Undercover Otter are generally shipped with PostNL.

Depending on the destination, PostNL may transfer your parcel to a local postal or delivery service for final delivery.

Some products may be fulfilled or shipped by another fulfillment provider. In those cases, the carrier and shipping process may differ.

We use recycled, recyclable, or biodegradable shipping materials where possible.

How much does shipping cost?

Shipping costs depend on the destination, total weight of your order, and the shipping method selected.

The shipping methods currently available for your order and their prices are shown at checkout before you complete your purchase.

Free shipping may be available for certain destinations when an order reaches the applicable threshold.

Do you ship worldwide?

We ship to most countries where a suitable shipping service is currently available.

Shipping availability can change depending on postal services, customs restrictions, legal requirements, carrier availability, or other circumstances affecting a destination.

If a shipping method is available for your address at checkout, we can currently ship there.

Great Britain

For shipments to Great Britain (England, Scotland and Wales), we cannot accept consumer orders with a goods value of £135 or less because Undercover Otter is not registered to collect UK VAT.

Orders above £135 may be accepted where a shipping method is available at checkout.

For these orders, import VAT, customs duties, and carrier handling charges may be payable by the recipient on import.

Different VAT rules apply to Northern Ireland. Shipping availability for Northern Ireland is shown at checkout.

When will my order ship?

Ready-to-ship orders are normally dispatched within 5–7 working days after the order is placed.

Working days are Monday through Friday, excluding public holidays.

Dyed-to-order, made-to-order, pre-order, club, subscription, and other products that require production or preparation may have a longer processing time. The estimated production or shipping period shown on the relevant product page applies to those products.

If an order contains products with different processing times, the order may be held until all products are ready to ship unless otherwise stated.

During particularly busy periods, events, holidays, launches, or other exceptional circumstances, processing may take longer. Where a substantial delay affects your order, we will contact you where appropriate.

How long does delivery take?

Estimated delivery times from the date you receive your shipping confirmation are:

Netherlands: 2–5 working days
Europe: 1–2 weeks
North America: 3–8 weeks
Asia and Australia: 3–8 weeks

These are estimated transit times and are not guaranteed delivery dates unless we have expressly agreed otherwise.

Delivery times can be affected by customs processing, seasonal demand, strikes, severe weather, carrier delays, local postal services, and other circumstances outside our reasonable control.

A parcel arriving later than the estimated delivery period is not automatically considered lost.

Tracking

Orders fulfilled directly by Undercover Otter are shipped with tracking.

When your order is dispatched, you will receive a shipping confirmation containing your tracking information.

Please use the tracking information provided to check the progress of your shipment.

For international shipments, PostNL may transfer your parcel to a postal or delivery service in the destination country. Tracking may then also be available through the local carrier.

Tracking updates are provided by the relevant carrier. A period without a new tracking scan does not necessarily mean that the parcel has stopped moving or has been lost.

Insured and Uninsured Shipping

Depending on the destination, different tracked shipping services may be available at checkout, including insured and uninsured options.

The available methods and prices are displayed before you complete your order.

Insurance relates to the shipping service and the carrier's compensation arrangements if a shipment is lost or damaged. Any mandatory consumer rights that apply to an order remain unaffected.

What if my order has not arrived?

If your parcel has not arrived within the expected delivery period, please first check the tracking information provided with your shipping confirmation.

If tracking has stopped updating for an extended period or the parcel appears to be substantially delayed, please contact us.

A delayed parcel is not automatically considered lost.

Where appropriate, Undercover Otter will contact the carrier and open a missing-parcel investigation. Carriers have their own waiting periods and investigation procedures, and we may be unable to begin a formal investigation until the carrier's required waiting period has passed.

You may be asked to provide additional information or confirm in writing that you have not received the parcel if this is required by the carrier.

Any remedy for a shipment that is ultimately confirmed lost will be handled in accordance with the consumer law applicable to the order and our Returns & Refunds Policy.

Incorrect or Incomplete Shipping Addresses

Please check your shipping address carefully before completing your order.

If you notice an error, contact us as soon as possible. We can only change an address if the order has not yet been processed or shipped.

Once a parcel has been shipped, we cannot guarantee that an address can be changed or redirected.

If a parcel is returned to us because the address supplied with the order was incorrect or incomplete, because delivery was refused, or because the parcel was not collected, additional shipping charges may apply if you would like the order sent again.

Where permitted by applicable law, additional costs caused by an incorrect address or a failure to collect a parcel are the customer's responsibility.

Combining Orders

In some cases, we may be able to combine multiple orders that are being sent to the same customer and address.

Combining orders is not guaranteed and may not be possible once an order has entered processing or has been packed or shipped.

If you would like us to combine orders, please contact us as soon as possible.

Customs, Import VAT and Duties

Orders shipped internationally may be subject to import VAT, customs duties, brokerage charges, handling fees, or other charges imposed by the destination country or carrier.

Unless checkout specifically states that duties and taxes are included, these charges are not included in the price paid to Undercover Otter and may be collected from you when the shipment enters your country.

The customer is responsible for import charges imposed by their country unless applicable law or the shipping method used provides otherwise.

Customs authorities may delay a shipment while it is being processed. These delays are outside our control.

Customers are responsible for making sure that the products they order can legally be imported into their destination country.

Refused and Unclaimed Parcels

If you refuse delivery or fail to collect a parcel and it is returned to Undercover Otter, please contact us.

Any refund, reshipment, or additional shipping charge will depend on the circumstances of the order and any consumer rights that apply.

We do not reimburse customs duties, import taxes, carrier handling charges, or similar costs paid directly to third parties unless required by applicable law.

Damaged Parcels

If your parcel arrives visibly damaged, please photograph the parcel and its packaging before opening it where reasonably possible.

If the contents are also damaged, please contact us as soon as possible and include:

• Your order number.

• Photographs of the outer packaging.

• Photographs of the shipping label.

• Photographs of the damaged product and any damaged internal packaging.

Please keep the packaging until we confirm that it is no longer required, as the carrier may request it as part of a damage claim.

Your statutory rights regarding damaged or defective goods remain unaffected.

Returns

Shipping a product back to Undercover Otter is governed by our Returns & Refunds Policy.

Please contact us before returning an order.

Contact

If you have a question about shipping or an existing shipment, please contact:

Undercover Otter
Email: info@undercoverotter.com

You can also use our Contact page.

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