Refund policy

Last updated: October 25, 2026

At Ottilie, we want you to be happy with your purchase. This policy applies to all products we sell, and it sits alongside your rights under the Australian Consumer Law (ACL).

Your rights under Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. If a product has a major failure, you are entitled to a replacement or refund. You are also entitled to compensation for any other reasonably foreseeable loss or damage. If a failure is not major, you are entitled to have the product repaired or replaced.

Faulty, damaged or not as described
If your item arrives faulty or damaged, or is not as described, please contact us at support@ottilie.shop as soon as possible. Include your order number and a photo of the issue. Once we have confirmed the problem, we will offer a refund, replacement or repair as required under the ACL. We will cover reasonable return postage costs for faulty items.

Change of mind
We do not offer refunds or exchanges for change of mind, including choosing the wrong colour or no longer wanting the item. Pillowcases are personal bedding items, so for hygiene reasons we cannot resell them once they have been opened. Please choose carefully. If you have any questions before ordering, we are happy to help.

How refunds are processed
Approved refunds are made to your original payment method, usually within 5–10 business days.

Contact us
support@ottilie.shop