1. Payment - Otto and Ernestine's accepts MC and Visa through secure transactions provided by Authorize.net or personal check for approved customers. For pre-approval of mail-in payment, please email our customer service.
2. Refunds - Otto and Ernestine’s is happy to replace a gift with another selection, issue a gift certificate or refund the purchase if it is returned within 30 days of the shipping date. Please note: Custom sets require a restocking fee of 10% of the custom set price. Gifts may not be returned unless they are damaged. Gift wrap, gift boxes or shipping costs are also non-refundable.
To make a return, please complete the following: Repack the item(s) in the original shipping box, Include a copy of your receipt (If no receipt accompanies the return, the current price of each item returned will be credited), Email our customer service department for the applicable Return #, Include the number on your package, and Send to:
Otto and Ernestine’s Returns,
Return # _______,
519 N. Belmont Ave.,
Richmond, VA 23221.
Otto and Ernestine’s is not responsible for items damaged or lost in transit.
3. Exchanges - Exchanges for other Otto and Ernestine's merchandise or a gift certificate are accepted for thirty days after the shipping date. If no receipt accompanies the exchange, the current price of each item applies.
4. Gift Wrap -Gift Wrap is available on all products at $2.50 per package.
5. Custom Sets - Otto and Ernestine's is pleased to present cusom sets of our own design as well as of your's. Please note that our custom sets come packaged in an Otto and Ernestine's box for the best presentation. Your custom designed set, too, will come in an Otto and Ernestine's box. Return and exchange policies apply to all custom sets.
To create your own holiday set, select "Create a Pair" for each of the two items in a pair, or "Set of Three" for each of the three, etc.. For multiple sets of two, three or four, create a name for your set and note the items to go in that particular set by the name you have created in the space available on the product page. Questions? Email Otto and Ernestine.