Faq

Do you have a question? You are in the right place.
We have created this section just to give you quick and easy help to consult!

The questions in this section:
– Who is Otra vez?
– How can I contact Customer Service?
– Are Otra vez products original?
– Are Otra vez fabrics original prints?
– Can I customize the design of a product?
– How can I request the tailor-made packaging of a product?
– Does tailor-made packaging require a surcharge?
– Is it possible to request tailor-made packaging on all garments?
– What is the perfume that I find inside the package?
– I want to give an Otra vez product as a gift
– Newsletter
– How can I unsubscribe from the Newsletter?
– I cannot receive the Newsletter. What should I do?
– Netiquette


Then scroll down until you find your answer!

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Who is Otra vez?
Founded in 2013, Otra vez is the exclusive sartorial clothing brand with a unique and original style.
Only in this online store you can discover our whole world.
Our Brand offers 2 main collections per year, as well as special capsules. Create precious clothes, jewels, accessories, for the home and everyday life. Above all Otra vez is not a simple e-commerce, but a tailoring laboratory, a place of high craftsmanship, where fine fabrics, hand-drawn patterns and the possibility of having tailor-made packaging are intertwined.

Shopping on our site is a continuous discovery! A journey through the seasons, colors and fabrics.
Get started now!

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How can I contact Customer Service?
We are at your disposal to answer all your questions.
We are available by email from Monday to Friday, from 8 to 17.
The reference addresses are these:
• for information of any kind, with particular attention to customizations, orders and shipments:
info@otravezcollection.com
• for exchanges and returns: returns@otravezcollection.com
• for style advice and size information: personalshopper@otravezcollection.com

Or, if you are more comfortable, please fill out the form contained HERE

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Are Otra vez products original?
At Otra vez, everything is conceived, designed, built and packaged within our world.
It all starts with an idea of Anna who, free from any conditioning and influence, with her staff designs original models and patterns, to give life to a unique and recognizable style everywhere.
The real #otravezgirl is just like that: she stands out for elegance, charm, resourcefulness, color and femininity.
Top quality fabrics, quality materials, packaging made by expert hands and lovers of Beauty. This is for each of our products, from dream clothes to home accessories.

If you want to know more, read our article on ITALIAN CRAFTSMANSHIP

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Are Otra vez fabrics original prints?
Ours is a meticulous study, brushstroke after brushstroke. It all starts with an inspirational image that gives life to an entire world, a galaxy apart that defines the story of each individual collection.

It is an important and very delicate work, which begins with paper and is carried out in meters and meters of fluid and soft fabric.
Each Otra vez print is original. Studying it thoroughly you will perceive the incredibly deep and intimate work that involves every color and every nuance. As much as one might try to copy, it is inimitable.



Find out more about ours FABRICS

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Can I customize the design of a product?

The possibility of customizing the fantasy of an Otra vez garment is one of our peculiarities.
Each fantasy has something special to say! For this reason, it is possible that you may find yourself more in another fantasy than those proposed.
You will find specified, in the description of each product, in which variants your new Otra vez garment can be made.
The fantasy of the photo will be the pre-selected one; if you want that model but in a different fantasy, choose from the previews available and select it. You will find the specification of the customization request in the order summary.

Then if you still have a particular request, or would like to know if other possibilities are active, write to: info@otravezcollection.com

It is also possible to request a return for personalized items in the patterns, as well as a size change (subject to availability) and an item change. Customization of the fabric does NOT require a surcharge.

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How can I request the tailor-made packaging of a product?
Giving the opportunity to tailor-made packaging testifies to our love for any shape and size! Ours is a tailoring workshop where each garment is created with care and maximum attention.

To request tailor-made packaging, simply enter your measurements in the “MADE-TO-MEASURE” space that you find in the description of each product, where this opportunity is active.

In case your measurements differ a lot from our reference table, which you can find here in ours SIZE GUIDE, feel free to email us on info@otravezcollection.com to find out if a surcharge will be applied.

Also within the SIZE GUIDE section you will find a video tutorial that will accompany you in case you have doubts about where / how to find the reference measurements.

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Does tailor-made packaging require a surcharge?
Tailor-made packaging requires a surcharge only if your measurements diverge from our reference table, so if:
– you are very high, so the possible elongation of the product is considerable
– your measurements are beyond the references of our size 48 (HERE find our basic table)

In the email it indicates:
– the item you would like to buy
– your size.

Changes to the waist circumference: beyond size. 48: from 10 to 15 € each
Length changes: free up to 5 cm more; over 5 cm, up to 10 cm, from 10 to 15 € each
Structural changes to the model: from 40 to 80 € each.

The specific amount and payment details will be communicated after the online order by the Customer Service: info@otravezcollection.com or personalshopper@otravezcollection.com

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Is it possible to request tailor-made packaging on all garments?
No, it is not possible to request tailor-made packaging on all garments.
You will find the precise indication, on the activation or not of the service, in the FIT item in the description of each published article. In case you still want an in-depth study, write to:
info@otravezcollection.com



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What is the perfume that I find inside the package?
It is important to us that your experience is dreamy, even when you open the box. This is why each shipment is embellished with our fragrance Desiderio d’Autunno. Spicy notes and floral notes for your orders Otra vez.

If you want to buy it and make it yours, here it is QUI

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I want to give an Otra vez product as a gift
First of all, thank you for choosing us for a special occasion!
If you want to buy an Otra vez item and make it a gift, there are two options:
– you can buy a Gift Card. HERE it is the appropriate section, where you can also customize the message of the card that will be written in calligraphy.
– you can select the checkbox “It’s a gift” that you find on the card of each individual product. In this way the product will arrive in a separate package and the price will not be shown on the tag.

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Newsletter
Sign up for our newsletter and you can:
– discover in preview all the news of Otra vez
– access promotions reserved for our customers
– receive style advice
… and much more!

You can subscribe from the Home Page, in the footer you can enter your email address!

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How can I unsubscribe from the Newsletter?
To unsubscribe from the Newsletter, simply open one, for example the last one we sent you, and scroll to the end of the content. After all the references of Otra vez you will find this statement: “You can update your preferences or unsubscribe from this list”. By clicking on this last wording, you can proceed with the cancellation of your subscription to the Otra vez Newsletter.

But are you sure you want to do it? Are you sure you want to give up Anna’s advice, exclusive content, surprise pre-sales, promotions that we dedicate only to our special members?

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I cannot receive the Newsletter. What should I do?
Try adding the address “info@otravezcollection.com” to the list of safe addresses of your e-mail account; this will prevent the spam filter from blocking future newsletters.

If that’s not enough, contact us.

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Netiquette

Our social channels (Facebook and Instagram) aspire to be meeting and sharing places, open to all users and their comments. In accordance with our values, we place discussion and dialogue at the center, with the aim of spreading beauty, respect and mutual trust.

Siamo felici di ricevere i tuoi commenti e suggerimenti, se coerenti con gli argomenti trattati. Ci riserviamo di:We are happy to receive your comments and suggestions, if they are consistent with the topics covered. We reserve the right to:

– remove comments irrelevant to individual discussions, linked to external sites or unauthorized commercial promotions;
– delete offensive comments against Otra vez and other users
– contact the competent authorities in case of violation of copyright, defamation or disclosure of personal data of third parties without authorization
– report any improper behavior to Facebook and Instagram, which may take measures they deem most appropriate.

For privacy reasons, we invite you not to publicly share any information regarding orders or personal data.
To receive assistance and / or information from Customer Service fill out the form HERE or write to: info@otravezcollection.com



Follow us on Instagram and Facebook

The questions in this section:
– Shopping on otravezcollection.com
– Size guide
– Order status
– I have not received the confirmation email. What should I do?
– Why can’t i complete my order?
– Can i cancel my order?
– Can I add or remove items from my order?
– How can I use a promotional code / discount code?
– Can I shop from mobile?
– Will the sold out items be available again?
– How do I know if an unpublished article is still available?


And scroll until you find your answer!

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Shopping su otravezcollection.com

We welcome you to our world!
To make purchases on otravezcollection.com it is not necessary to be a registered user, however we recommend that you create an account in order to better monitor the status of your orders.


Information about its products
Within each product sheet you will find all the available size and pattern combinations, the description and composition of the item, as well as details on the design of the fabrics, combinations and wearability. In the event of limited availability, you will find it highlighted in the product sheet itself.
Click on the product image, within the specific page, to enlarge it and view its details.


How to order
To buy a product on otravezcollection.com:
– from the product sheet, select the design and size of the item
– if you have notes relating to your measurements, enter them in the space provided
– add the product to the Cart
– after shopping, click on Shopping Bag (the symbol at the top right) and go to the Shopping Cart area
– check all the details of the selected products and then proceed with the purchase
– enter your shipping information, method and payment information
– check that the information entered is correct and confirm the order.

Within a few minutes you will receive a confirmation email with all the details of the order. From that moment on, our Lab will take care of everything and, as soon as the order is shipped, we will notify you with another confirmation email.
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Size guide
We have created a special section with our suggestions to find the right size for you, item by item, model by model. You will also find the reference table to guide you in the standard sizes.

Here it is: SIZE GUIDE

Model, style, fabric and workmanship of the garment can affect the wearability of the item. If this is different from the standard one, you will find the indication in the product sheet.
Within each product page you will then find specified which are the important measures in evaluating the most correct size.


If you have any doubts, write to our Customer Service:
info@otravezcollection.com / personalshopper@otravezcollection.com

If, on the other hand, you wish to request tailor-made packaging, write your measurements in the “MADE-TO-MEASURE” space on the product sheet, or to find out if your measurements will require an ad hoc packaging and therefore a surcharge, write to our Customer Service before sending complete the purchase.

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Order status
If you are a registered user, log in to your account and you will find the status of your order indicated:
Order in preparation = the order has been received, the payment method has been confirmed and we have already sent an email containing the order number

Pending order = the order has been received but the payment has not been completed or is still pending (cash on delivery, uncredited bank transfer).
In the case of cash on delivery, the order is considered confirmed in advance.
In the case of a bank transfer, this wording will change when the payment is credited.
In case of unsuccessful payment by Credit Card / PayPal, you will be contacted by Customer Service.
Order shipped = as soon as the order is shipped, we will send a confirmation email with the tracking code and the specifications on the Courier.

If you are an unregistered user and you cannot access this information, please write to Customer Service:
info@otravezcollection.com
In the request email, enter the order number and we will try to give you information on delivery times as quickly as possible.

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I have not received the confirmation email. What should I do?
In this case, it is possible that some hitch has occurred in the purchasing process. Then write to our Customer Service indicating the main data with which the purchase was made so that we can check whether this has actually been processed or not, therefore:
– Name and Surname of the user
– email address with which the user made the purchase in our store.

We will reply as soon as possible!

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Why can’t i complete my order?

Check that the garment you have entered – perhaps for some time – in your Cart is still available, otherwise it is possible that you will not be able to proceed.
If you are a registered user, check that your login credentials are correct.
If the purchase was blocked during the settlement phase, check that you have entered the correct data relating to the selected payment method.
If you have chosen to pay by credit card / PayPal and the problem persists, we recommend that you contact the issuing institution.
If you have chosen to pay by credit card and you are asked for a temporary security code, an SMS code, an authentication method to authorize the payment, make sure you have followed all the instructions provided by the institution that issued your card. Credit.
If the problem persists, we recommend that you contact your bank and use another payment method in the meantime.

Do you need more assistance? Contact us HERE

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Can i cancel my order?
Orders can only be canceled within 24 hours of the purchase confirmation.
Your order is considered confirmed:
– immediately for orders completed with cash on delivery payment method.
In this case, the order will simply be canceled and deleted from your user account.
– only to the crediting of the amount for payments by credit card / PayPal and bank transfer.

The order cancellation request must be sent to: info@otravezcollection.com

Mark the order number and, if you can, the reason for the cancellation.
We reserve the right not to grant cancellation of the order, even if communicated within 24 hours of the purchase confirmation, in the event that the packaging of one or more items has already begun.
If so, the packaging will be completed, the order will be shipped and you can proceed with the return request.
(But we are sure that you will fall in love with your boss Otra vez once you have it in your hands)

In case of payments by bank transfer / credit card / PayPal, if we accept the request, you will be refunded the full amount using the same method you chose during the purchase. The refund can be made within 14 working days and as soon as it comes
you will receive a confirmation via email.



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Can I add or remove items from my order?
It is not possible to add items to a confirmed order, whatever payment method has been selected. If you want other items than what you have already purchased, you need to place a new order online.

It is possible to remove items from your order only within 24 hours of order confirmation, unless the packaging of these has already begun. In this case the production of the garments will be completed. It will then be possible to request a return.

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How can I use a promotional code / discount code?
We love giving you gifts and what better way than a Gift Card, a promotion or a discount code?

Here’s how to use it:
– select one or more items and add them to the Cart;
– go to the Cart section and enter the code in the Discount code space
– at that point, depending on the type of discount code applied, you can go back to the SHOP and see the discounted amounts or already from the Cart area you will notice the specific amount reduced.

In which case the code does not work despite the correct procedure, it is possible that it is:
– expired
– invalid / cumulative if another promotion is in progress.

In case of doubts or difficulties, please contact Customer Service: info@otravezcollection.com

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Can I shop from mobile?

The otravezcollection.com site is also optimized for mobile purchases.
We constantly work to ensure that the experience, even from mobile devices, is clear and fluid.
For any difficulties or malfunctions, please write to Customer Service:
info@otravezcollection.com

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Will the sold out items be available again?

When the items are sold out, you will find a banner that signals this even before entering the single product sheet.
However, it is possible that the garment will become available again and in this case there will be a form within the product page where you can enter your email in case you wish to receive a notification as soon as it becomes available again.
If you do not find this form, it means that the specific product will not be available again.


In the case of a single size sold out of the item, you will not find any notices outside the product or immediately visible on the card. The SOLD OUT button will appear once you have tried to select the unavailable size.

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How do I know if an unpublished article is still available?

It is possible that we have unpublished items in stock for requests for exchanges or returns.
In this case, if you want something specific that you can’t find online, write to Customer Service:
info@otravezcollection.com


In your specific request email:
– template
– fantasy
– cut it.

We will check availability and we will try to answer you as soon as possible.

The questions in this section:
– Payment methods
– Secure payments
– The payment was unsuccessful. How can I proceed?
– When will my credit card be charged?
– Why did I receive a confirmation email despite not completing the payment?
– Is it possible to change the selected payment method after completing the order?
– Iva and receipt
– Can I get the invoice?
– How can I get a VAT refund if I am a resident outside the UE?


Then scroll down until you find your answer!

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Payment methods
otravezcollection.com accepts the following payment methods:

Credit card: Visa, MasterCard, American Express, rechargeable credit cards, PostePay, Maestro Bancomat enabled. The amount will be credited to the card at the time the order is placed.

PayPal: to buy online comfortably, without typing the credit card details on the site. The account will be debited upon completion of the order. To register a new PayPal account, visit the site paypal.com

Note on returns with PayPal payment method: If you buy with PayPal and wish to return your completed order, you will not have any withholding. If you cancel your order immediately after confirmation (because you made a mistake / changed idea / or if you mistakenly confirm the same order several times, thus making a multiple payment) or before the shipping, the return can be processed by our Administration Office, which nevertheless make use of the right to withhold 3,5% of the total, equal to the commissions for PayPal.

Cash on delivery / cash on delivery: not available outside Italy.

Bank transfer: convenient and simple method, also useful for when the tailor-made packaging requires a surcharge. Here are the data for the execution of the payment, which you will also find reported in the confirmation email and order summary:
• Banca: MONTE DEI PASCHI DI SIENA
• IBAN: IT 05 H 01030 62880 000001851225
• in the description, enter the order reference number and your name / surname.
The order will be confirmed only when the payment is credited. As soon as this is certified, you will receive a confirmation email.
In the event that the bank transfer has not been credited up to 7 working days from the execution of the online order, the latter will be automatically canceled.

Scalapay: the new split payment method that allows you to pay the total amount of the order in 3 convenient equal installments, on a monthly basis. The service has no additional costs if the installments are paid by the due date.
First installment: at the time of purchase
Second installment: 1 month from the day of purchase
Third and last installment: 2 months from the day of purchase
For any reimbursement Scalapay will take care of returning the amount paid up to that point. In order to select this payment method, you must have a credit card.
To use this method, the minimum amount of the order have to be: € 400,00
You can pay with Scalapay by purchasing from Italy, France and Germany.

In order to select this payment method, you must have a Credit Card.
The maximum spending limit is € 1.000,00.
You can use Scalapay with all major credit and debit cards, as long as they belong to the Visa and Mastercards; on the other hand, cards from the Bancomat and Maestro circuit are not accepted.

This payment method cannot be used in the following cases:
– product belonging to the categories: Paper, Candles, Pillows, Perfumes, Gift Cards
– products worth less than € 400
– orders whose sum (including shipping costs and/or the use of any discount codes – Gift Cards) does not exceed the minimum amount of € 400,00

Note: If you buy with Scalapay you will receive your order within the usual shipping times and pay in 3 installments. You acknowledge that the installments will be transferred to Incremento SPV S.r.l., to related parties and their assignees, and that you authorize this transfer.

Note on returns: If you buy with Scalapay and wish to return your order, the return can be processed by our Administration Office which, however, makes use of the right to withhold 5% of the total, equal to the commissions of Scalapay. The refound will be issued by bank transfer. Item changes or shopping vouchers can always be created and have no commission deduction.

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Secure payments
On otravezcollection.com each purchase is made in maximum security thanks to the use of secure servers of the Nexi circuit and the adoption of the most advanced coding systems. We only use secure connections, as shown by the “https” prefix and the padlock symbol that appear in the address bar of the browser. To protect your credit card purchases, you will be prompted to enter your CVV code with each order. As an additional security measure, the institution that issued your credit card may ask you to authorize the payment by entering a temporary security code or SMS code, or by using another authentication method.

Our Payments department will carry out anti-fraud checks before approving the transaction and, for your greater protection, may contact you for further details before confirming the order.

All payments made with Scalapay are managed by their partner Stripe. Stripe is a world leader in payment processing and processes millions of payments every day on sites like Amazon, Shopify and Booking. If you buy with Scalapay you will receive your order very soon and pay in 3 installments. You acknowledge that the installments will be transferred to Incremento SPV S.r.l., to related parties and their assignees, and that you authorize this transfer.

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The payment was unsuccessful. How can I proceed?
In case the payment was not successful, here are the possibilities:

1. we can cancel your order so that you can make another one with confidence. In this case, we ask you to send an email to our Customer Service (info@otravezcollection.com) requesting the cancellation of the purchase attempt, reporting the order attempt number

2. we can keep it valid by changing the payment method to:
> Bank transfer (without additional charges)
> Cash on delivery / cash on delivery (with an additional cost of € 5).

For any difficulty, Customer Service is at your disposal, contact us HERE and specify your order attempt number in the email.

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When will my credit card be charged?
The credit card amount will be charged at the time the online order is placed.
In case the payment is not successful, you have to redo the process.

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Why did I receive a confirmation email despite not completing the payment?
For each payment method your order will be considered confirmed:

– Cash on delivery / cash on delivery: in conjunction with the execution of the online order. You will then immediately receive a summary email attesting to the confirmation of the order.
We remind you that this payment method requires an additional cost of € 5 compared to the total order.

Bank transfer: concurrently with the execution of the online order, however, it will only be produced when the amount is credited to our Institute.

PayPal / Credit card: when the amount will be credited.

If you have received a confirmation email and you have not completed the payment method, contact Customer Service, also forwarding the confirmation email received:
info@otravezcollection.com

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Is it possible to change the selected payment method after completing the order?
After 24 hours from the order confirmation, it is no longer possible to request a change of payment method, with respect to the one selected during the order registration phase.
Therefore, an order by bank transfer cannot become an order paid in PayPal / cash on delivery.
Therefore a cash on delivery order cannot become an order paid in PayPal / bank transfer.

It is not possible to pay an order by credit card at a later time, except while the order is being carried out online.

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Iva and received

The purchase on otravezcollection.com is reserved for end consumers. Our prices include VAT.
For each order, otravezcollection.com issues a receipt, corresponding to the confirmation email and order summary.



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Can I get the invoice?
To receive the invoice for your order, you must request it before placing the order online, by already sending all the data necessary for the issue, including the SDI code and PEC.
Once the request has been confirmed by our Administration, you can proceed with the online order and in conjunction with the shipment we will send you the invoice document.

It will not be possible to modify the billing data sent during the request phase, nor to issue a new invoice afterwards.

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How can I get a VAT refund if I am a resident outside the EU?
otravezcollection.com offers the possibility of VAT refund for customers residing outside the European Union, provided that the amount of the order exceeds the limit imposed by the country where the purchase was made (€ 500 / € 800).
To obtain a refund, the receipt or invoice must be presented to the Customs Office and request the stamp certifying export from the European Union; then, within 3 months of the order date, the following documentation must be sent to our offices:

1. the original receipt or invoice with customs stamp
2. a copy of a valid document proving residence outside the European Union
3. for orders paid in cash on delivery, the details of a current account to be reimbursed – name of the account holder and IBAN code.

Refund requests must be sent by ordinary post (and also by email to: info@otravezcollection.com) at this address:
MICIO SRL – OTRA VEZ
Corso Stati Uniti 17 A
35127 Padova
Italia

As soon as we have verified the data and documentation provided, we will start the refund procedure for the amount of VAT on the payment method used for the order.
Once the refund has been made, a confirmation email will arrive.

The questions in this section:
– Shipping to the world
– When will i receive my order?
– What if my order is delayed?
– Can I request the deposit of my order?
– Can I choose the delivery date for my order?
– Can I change the delivery address I entered when registering the order?
– I haven’t received my order yet. What should I do?
– Can I choose the day and / or time of delivery?
– I only received part of the order. What should I do?
– Exchange / return policy
– Is it possible to use the exchange / return collection service with your courier?
– Where is my return?
– Can I return two different orders in the same box?
– Can I ship the return with a different courier than the recommended one?
– I filled out the return form, but I changed my mind. What should I do?


And scroll until you find your answer!

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Shipping to the world
The best moment will be when you open the package and you can try on your wonderful Otra vez garment! Otra vez ships to 97 countries.

To ensure an easy and pleasant shopping experience, for some countries, we have already included customs fees at the final price without any charge on the price. No unexpected extra costs on delivery, just the pleasure and convenience of having everything delivered to your home.

This is why we want to rely on reliable professionals for your shipments.
Our reference Courier is GLS for Italian shipments and DHL for international shipments.

Shipments and deliveries take place during office hours from Monday to Friday, excluding holidays.
Shipping costs vary according to the type of shipment and destination.
Your shipping costs will be automatically calculated at checkout.



To find out the shipping costs for your country, consult our reference tables HERE

Find out here when you will get free shipping:
ITALIA > purchases over € 300,00
ZONE 1 – 2 – 3 – 4 – 5 – 6 > purchases over € 500,00
ZONE 7 – 8 – 9 – 10 > purchases over € 800,00

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When will i receive my order?
The deliveries of orders in Italy have an average of 15 working days from the day following the order, with the exception of orders executed in the period of promotions / sales in which more extended delivery times may occur (more than 21 working days).

The deliveries of international orders have an average of 15 working days from the day following the order, except for orders placed in the period of promotions / sales in which more extended delivery times may occur (more than 21 working days).

Our manufacturing times are different from a common e-commerce because OTRAVEZ is a tailoring laboratory where each garment requires time and love.

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What if my order is delayed?
In the event that your order is delayed compared to the average packaging times, you will receive an email from us.
In any case, for any information on the status of your order, please contact our Customer Service HERE, reporting your order number in the request.
We will reply as soon as possible.


It is possible that, in light of recent historical events, your order may be delayed by third parties compared to the standard deadlines, however in this case you will be promptly informed.

Longer packaging times also occur during promotions / sales.
You will receive a confirmation email as soon as the package is shipped.


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Can I request the deposit of my order?
Yes, it is possible to request the firm deposit of your shipment at the GLS office closest to you, if the destination of your order is in Italy. After registering the online order, write to our Customer Service requesting the Freeze Deposit:
info@otravezcollection.com

We will change your delivery address in our internal order.

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Can I choose the delivery date for my order?
It is not possible to choose a delivery date.
It is not possible to request to hold an order on hold until a certain date, and then ship / pay it after a desired date.
Following the execution of the online order, however, there is the possibility to write to our Customer Service (info@otravezcollection.com), indicating a date by which it would be preferable to receive the order because a birthday gift / dress to wear for a ceremony or a special occasion.

It will be our pleasure to discuss with the Lab to understand if we can fulfill your request. Whatever the answer, affirmative or not, we will write to you as soon as possible.

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Can I change the delivery address I entered when registering the order?
You can change the delivery address even after registering the order by writing to our Customer Service: info@otravezcollection.com

In the event that you have not been notified of the shipment already, this request for change of address must be sent by 9:00 am on the day you become aware of your need.
The email contains all the new data of your shipping address, including a telephone number for the courier.


We will change your delivery address in our internal order.

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I haven’t received my order yet. What should I do?
For any information on the status of your order and shipping time forecasts, write to our Customer Service:
info@otravezcollection.com
Write your order number.

We will reply as soon as possible and as soon as your order is shipped, the tracking data will arrive.

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Can I choose the day and / or time of delivery?
It is not possible to choose, but it is possible to ask.
In the case of special time requirements (for example, delivery possible only during shop opening hours) following the online order, write an email to our Customer Service reporting your needs.
We will notify the Courier during shipment, but we cannot ensure that they will be respected. However, it will be our pleasure to enter your telephone number in the shipping data, so that the Courier can contact you in case of difficulty.



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I only received part of the order. What should I do?
It is possible that in order not to make you wait for the whole order, only part of the order has been sent to you. In this case, however, we have sent a notice via email. The second part of the order will be shipped as soon as possible and at our expense. In both cases, you have received / will receive an email with details for tracking the package.
If you have not received an email notification from us, write to our Customer Service:
info@otravezcollection.com

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Exchange / return policy
You have 14 working days to decide whether to keep your purchases.
The 14 working days are calculated from the date of receipt of the order. For exchange or return procedures, please contact Customer Service at this email:
returns@otravezcollection.com

– Fill out the Return Form and place it in the return package
– Make sure the products are in the same condition in which you received them, with all tags attached
– Make sure to put the items in their original box, which must then be protected by additional packaging so that they do not arrive damaged.

In which case one of these conditions is not respected we will not be able to accept your exchange / return.
In the form you will find specified the spaces to be filled in to use, where possible, the services of:
– change size
– I change the article
– returned.

Size change service: always possible, even in the period of promotions / sales, except when the shortening of a garment has been requested compared to the standard size. It is advisable to send an email requesting the availability of the new size before proceeding with sending. Cost of returning the item to be paid by the customer. Expenses for the new shipment to be paid by Otra vez.

Item exchange service: always active, even in the period of promotions / sales, except when it was requested to shorten a garment compared to the standard size. It is advisable to send an email requesting the availability of the new size before proceeding with sending. Active service for items with a value equal to or greater than the first purchase. Cost of returning the item to be paid by the customer. Expenses for the new shipment to be paid by Otra vez.

Return service: it can also be done during promotions / sales, except when it was requested to shorten a garment compared to the standard size. In the case of tailor-made garments, contact Customer Service to find out in the specific case whether or not it is possible to make the return and therefore the refund. Return costs charged to the customer. The refund can be made up to 14 working days following the return of the garments and the same payment method selected when ordering will be used. In the case of cash on delivery / cash on delivery, the IBAN of the current account is required. In case of payment in installments, Scalapay will take care of returning the amount already paid.
As soon as it is done, you will receive a confirmation email.



You can exchange the size of an item only once, but you can always return it to us.
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Is it possible to use the exchange / return collection service with your courier?

Yes, you can book the collection of your exchange / return through our GLS partner courier.
To use this service, write an email to:
returns@otravezcollection.com

Specific:
– what is the service you intend to activate (size change, item change or return)
– the collection address, complete with telephone number
– any times in which you prefer the collection (morning or afternoon)
– the date on which to make the withdrawal (cannot be the date on which the request is being made).

Insert the return form [downloadable pdf] in the return package.
Do not print or apply anything on the surface of the packaging, as the courier will take care of it directly.
The cost of the service is € 8, to be paid prior to collection via PayPal or bank transfer.
As soon as the package has arrived at our offices, you will receive a confirmation email.



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Where is my return?
If you have used our collection service we will be able to give you information on tracking the package, while if you have selected another courier service we will not be able to support you.

As soon as the package has arrived at our offices, you will receive a confirmation email. We will then write to you if we can proceed with your exchange / return request. In the case of an item change / change, the packaging times can be up to 10 working days and 14 working days in times of promotions / sales.

In the case of a refund, this may take place up to 14 working days from the delivery of the item on site.

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Can I return two different orders in the same box?

We confirm that it is possible to return items belonging to different orders in the same box.
Make sure that:
– the items are in the same condition as you received them
– that have all the tags attached
– are sent back in the original Otra vez box, then protected by an additional packaging (not adhesive) so as not to risk being damaged.

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Can I ship the return with a different courier than the recommended one?
Yes, it is possible to use a different courier than the recommended one. In this case we ask you to write to returns@otravezcollection.com when you send the return package, with which courier and if they have also provided you with the tracking code.

The delivery address in this case is:
MICIO SRL / OTRA VEZ
CORSO STATI UNITI 17 A
35127 PADOVA
ITALIA
tel. (also write your telephone contact, so that you are informed in case of difficulties in delivery)

As soon as the package has arrived at our offices, you will receive a confirmation email. We will then write to you if we can proceed with your exchange / return request.

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I filled out the return form, but I changed my mind. What should I do?
In which case you do not want to proceed with the exchange / return because you have changed your mind, but the package has already been shipped, immediately notify our Customer Service:
returns@otravezcollection.com

Indicates any change.
If the desire is to keep your clothes, don’t worry, we will send them back as soon as they arrive. The cost of the new return shipment is charged to the customer and is equal to € 8 to be paid by bank transfer / PayPal.

If, on the other hand, you have changed your mind on the size indicated on the form or on the item to change with, please write to Customer Service:
returns@otravezcollection.com
In the email, indicate what you intend to change and we will take care of filling out a new form.

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For more information on the conditions for exercising the right of withdrawal, see HERE