Frequently Asked Questions



*If you are experiencing problems using our new website, please note that it may be because you need to update your browser. We recommend using Internet Explorer 11 or Google Chrome. The latest versions of Safari and Firefox are also compatible. If you need any help or further advice, please do not hesitate to give us a call.



I need to contact you, what number/email address should I use?

If you need to contact us about anything at all, please call our customer service team on +44 (0)1392 824300, or email them on sales@otterhouse.co.uk



What are your delivery charges? Is there free carriage?

If you are within mainland UK we offer free delivery on orders above £150 (ex VAT).

Smaller orders are charged £7 to cover freight & administration.

Non-UK Mainland / Oversea's - Shipping Rates on Application of order.

If you have any queries regarding delivery charges please contact our customer service team on +44 (0)1392 824300, or email them on sales@otterhouse.co.uk



Do you offer credit accounts?

We do offer credit accounts, please call our customer service team on +44 (0)1392 824300, or email them on sales@otterhouse.co.uk to find out more.



How do I pay for my order?

Orders will be paid for based on your pre-agreed terms. For new customers, we require a account application to be filled out once your online order has been received and payment terms will be agreed once your application has been accepted. We accept all major credit and debit cards (excluding American Express), by, BACs and cheque. If you would like to fill out an account application, it is available to download here. Completed account application forms can be sent to us via email, fax or post.



Can I add an item or change my order after I have placed it?

Once you have received an order confirmation from us, your order will have been inputted into our back office system and can no longer be amended through the website. If you do wish to amend your order please contact us, and as long as your order hasn't been sent to the warehouse for packing we can update your order for you. Please note: we cannot guarantee changes to an order once it has been placed as it may be already processed.



What happens if I order an item which isn't in stock?

- A discontinued item is no longer in stock - in this instance, we will cancel the item and you will not be charged for it. The website should notify you this at the point of order, but occasionally an item will show as in stock when it isn't. In this case we will cancel the item at point of dispatch and you will not be charged.

- A current item is no longer in stock - in this instance the website will tell you the item is being held on a backorder, however the final charge on your order confirmation will include the out of stock item. When we dispatch the order, we will only take payment for those items on the delivery note.

The payment authorization on your card, will hold funds for the total order with your bank, but we only take payment for what we send you. This means, you will only pay for what you have been invoiced and this can be less than the original amount authorized. Since items move in and out of our warehouse very quickly, our stock figures can and do change between order placement and dispatch, therefore we have this system in place to ensure you receive as much of your order as possible.



I haven't received my order, what should I do?

Please contact our customer service team on +44 (0)1392 824300 with your order and account number and they will be happy to assist you.



I have received my order but something is missing or damaged, what should I do?

Please accept our sincere apologies, should this happen. To notify us of any problems with your delivery please contact our customer service team on +44 (0)1392 824300 with your order and account number and they will be happy to assist you.



I don't like an item I have purchased, can I return it?

If you are disappointed with the quality of a product or if the item is different to what you expected, please do let us know and we will do our best to update the representation of it on the website as soon as possible. For more information click here to view our returns policy.



May I use the images shown on your website?

You are welcome to use the studio images of our products without prior consent. You can download these straight from the website and they are a high quality and should be sufficient for your needs - Click here to go to the Archive. If you require very high resolution images, please email sales@otterhouse.co.uk with the list of product codes.

At present, we do not allow the use of our mood and lifestyle images which are the pictures we use for marketing and branding.



May I use your product descriptions for my own website?

We do not allow this - the descriptions are there to offer you guidance when purchasing products and should not be replicated elsewhere - this will harm both your website and ours in terms of search engine rankings so we expressly forbid this.



What is your VAT number?

Our UK VAT number is 135538607



What is your company number?

Our company number, registered in England & Wales is 2655839



How do I use the Quick Order Pad?

Using our Quick Order Pad is a quick and easy process. For instructions on how to use the Quick Order Pad, please click here.



I am a new customer, how do I register?

For instructions on how to register, please click here.



I have forgotten my password?

For instructions on how to reset your password, please click here.



Zebra MTD LTD Group: Modern slavery and human trafficking policy & statement

For our modern slavery and human trafficking policy & statement please click here.



Environmental - What we care about

For our environmental statement please click here.



XMAS RETURNS - Applicable to returnable Xmas items only

On the last day of your sale (not before 31st January 2020), please use this form to count and record your remaining stock of Xmas items.

Please return this form to Sales Admin Department at Otter House along with the unsold items. It is very important that all unsold returnable items are returned to us, as we will only issue the End of Sale Credit Note for actual items received

Please note that it is the customers responsibility to return any unsold stock in order to receive your credit.

We have included with your returns paperwork a sheet(s) of returns labels. These have been printed onto sticky labels. Please can we ask that you complete and add one label to each and every box when you are returning stock back to Otter House. This will help us to know how many parcels have been sent back and enable us process your credit quicker and avoid unnecessary delays in the warehouse.

All unsold items must be returned by the 16th March 2020 to be eligible for a credit note.



CALENDAR RETURNS - Applicable to returnable calendars only

On the last day of your sale (not before 31st January 2020), please use this form to count and record your remaining stock of calendars and diaries, title by title.

Please return this form to Sales Admin Department at Otter House along with the back covers of any unsold calendars, the empty boxes of all unsold day to day box calendars and any unsold diaries. It is very important that all the above is returned to us, as we will only issue the End of Sale Credit Note for actual returned back covers, boxes and diaries received. Please dispose of the remaining parts of the calendars.

Please note that it is the customers responsibility to return any unsold stock in order to receive your credit.

We have included with your returns paperwork a sheet(s) of returns labels. These have been printed onto sticky labels. Please can we ask that you complete and add one label to each and every box when you are returning stock back to Otter House. This will help us to know how many parcels have been sent back and enable us process your credit quicker and avoid unnecessary delays in the warehouse.

All unsold covers must be returned by the 16th March 2020 to be eligible for a credit note. Customers who have made their own selection of returnable calendars will only be credited for up to 20% of the total number of calendars purchased.

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