Return & Exchange
Last updated: April 15, 2026
At OttO, we value your satisfaction and aim to provide a smooth and transparent return and exchange experience. Please read the policy below carefully.
Return & Exchange Eligibility
Returns are accepted within 3 days while exchanges are accepted within 5 days of receiving your order.
To be eligible, items must meet all of the following conditions:
• Unused and unworn
• In original condition
• Free from stains, odors, or signs of wear
• With all original tags, labels, and packaging fully intact
Items that do not meet these conditions will not be accepted.
Important Note:
• Orders cannot be opened or inspected at the door.
• You may accept or refuse the order in full.
• Partial returns at delivery are not allowed.
Important Approval Requirement
All return or exchange requests must be approved by our support team before sending any item back.
Requests sent without prior approval may be rejected.
How to Request a Return or Exchange
Step 1: Submit Your Request
Contact our support team at: support@ottoegy.com
Include your order details and reason for return or exchange.
A video inspection will additionally be conducted and sent via WhatsApp to 01094420294, including the reason for return or exchange.
This step is for verification purposes only and does not constitute approval of the return or exchange request.
The customer acknowledges that all shipment costs are fully borne by the customer and must be paid in advance directly to the courier assigned to collect the item(s).
Step 2: Return Processing
After collection, the item will be sent to our warehouse.
Once received, all items will undergo a detailed inspection.
Inspection and quality checks may take up to 7–10 business days to complete.
Final approval is determined only after inspection and quality checks at the warehouse.
Exchange Processing Time
• Exchanges subject to product's stock availability at the time of processing.
• If the requested item is unavailable, alternative exchange options may be offered.
• Exchanges are processed within 3–5 business days after inspection approval
• Delivery time may vary depending on location and courier schedules.
• Shipment costs are fully borne by the customer and must be paid in advance
Refunds Issuance
After your order is received at our office and successfully passes inspection and quality checks, refunds will be processed within up to 7 business days.
Refunds will be issued using the same payment method originally used for the purchase
• Payments made via Debit/Credit/Visa Card will be refunded through PayMob
• Payments made via Cash on Delivery (CoD), InstaPay, or Vodafone Cash will be refunded via InstaPay, or Vodafone Cash
Please allow 10–14 business days for PayMob processing.
For CoD, InstaPay or Vodafone Refunds
To proceed with your refund, the customer is required to provide the following details accurately:
• InstaPay phone number
• Vodafone Cash number (if applicable)
• Bank account details linked to InstaPay
Kindly ensure you include the account holder name exactly as registered to avoid any delays.
• Please double-check your payment details before submission
• Any incorrect or incomplete information will be the customer’s responsibility.
• Refunds are processed based on the same final purchase value after any discounts.
• Shipping fees will be deducted from the total refund.
If Your Request Is Not Approved
You will have two options:
• Have the item returned to you (additional shipping fees apply)
• Allow OttO to retain the item permanently
Non-Returnable Items
Certain items may not be eligible for return or exchange due to hygiene, promotional, clearance, or other conditions determined by OttO Management on a case-by-case basis.
In some cases, this may be indicated at the time of purchase, where applicable, but such indication is not mandatory.
Defective or Incorrect Items
If you received a defective item or incorrect product that does not match your order (wrong size, color, or style):
• The same return and exchange process applies.
• Items will still be subject to inspection, quality checks and approval
• We will cover the return/exchange shipping costs in full
Important Notes
• Items that are damaged, used, or not in original condition will not be accepted
• All requests require prior approval before any action is taken
• OttO reserves the right to reject any return or exchange that does not comply with this policy
Shipping Costs
All return and exchange shipping costs are fully covered by the customer in all cases, except for defective or incorrect items as stated above.
This includes but not limited to:
• Size changes
• Color changes
• Personal preference
If free shipping was applied to the original order, the original shipping cost will be applied in the event of a return or exchange.
Shipping fees are non-refundable and remain the customer’s responsibility regardless of the reason for return or exchange.
Return and exchange shipping costs will only be fully covered by us in cases of defective or incorrect items, as stated above.
Customer Support
Our support team is available on weekdays from 10:00 AM to 8:00 PM for assistance.