FAQs
What types of payment do you accept?
You can pay for your orders as follows:
• Credit or debit cards
• PayPal Express
All processed through Shopify Payments.
When will my order be delivered?
We aim to dispatch orders on the next business day.
Please allow three [3] or four [4] days UK for delivery. Orders shipped outside the UK will take longer.
If you require delivery by a certain date, please select the appropriate shipping option or contact us so that we can discuss this with you (shop@otter.org).
Shipping method
All items are standard delivery (via Royal Mail Air Mail for overseas orders) - NOT TRACKED
.
UK only - Next Day Special Delivery is available for items up to 2kg and orders must be received by 11.00 hrs UK time. Friday posting is not guaranteed for Saturday delivery.
Europe and Rest of the World tracked/signed for shipping options are available (depending on country destination). Make your selection at the end of the order process.
Orders received by 11.00 (Monday-Friday) may be shipped the same day. Otherwise, your order will be sent out the next business day.
Orders placed with suppliers in the Otter Marketplace, will be dispatched from the supplier/artist, according to any times indicated on the product page.
Customs Charges
If your order is delivered outside the UK, it may be subject to customs charges in your country, payable by you. IOSF Otter Shop is not responsible for these.
Returns and Cancellation
See our Terms & Conditions
Returning supplier-shipped goods
If you (the Customer) wish to return an item that was shipped directly from our supplier/artist/craftsperson, then please contact IOSF Otter Shop in the first instance (Tel: 44 [0]1471822487, E: shop@otter.org) quoting your order number. We (IOSF Otter Shop) will put you in contact with the supplier of the goods purchased, so that arrangements can be made accordingly.
Order Packaging
Wherever possible we recycle mailing items such as boxes, to send out your orders and reduce costs and waste.
Can my order be delivered to someone else?
You can send your order to someone else by entering their name and address as the Shipping Address and your own as the Billing Address, during the checkout process.
I can't find the answer to my question. What do I do?
Have you checked our Terms & Conditions? Still no answer - then contact us and let us know what your question is. We'll get back to you with an answer as soon as possible.
Having problems with this site?
Please do not hesitate to contact us if you have any problems using the IOSF Otter Shop.
What happens to my telephone number and email address?
We do not share your details with a third party. We will only use these to contact you about your order, or if you sign up to receive e-news/emails from us.
About Gift Aid (UK tax payers)
I confirm I have paid or will pay an amount of Income Tax and/or Capital Gains Tax for each tax year (6 April to 5 April) that is at least equal to the amount of tax that all the charities or Community Amateur Sports Clubs (CASCs) that I donate to will reclaim on my gifts for that tax year. I understand that other taxes such as VAT and Council Tax do not qualify. I understand the charity will reclaim 25p of tax on every£1 that I give on or after 6 April 2009.
Please notify the IOSF if you:
- want to cancel this declaration
- change your name or home address
- no longer pay sufficient tax on your income and/or capital gains.
If you pay Income Tax at the higher or additional rate and want to receive the additional tax relief due to you, you must include all your Gift Aid donations on your Self Assessment tax return or ask HM Revenue and Customs to adjust your tax code.