FREQUENTLY ASKED QUESTIONS

Wednesday - Saturday 11am-5pm
Sunday 11am-4pm

206 Market St. Portsmouth, NH & Online!

There is street parking along Deer St. as well as garage parking at the Hanover Garage, Foundry Garage and Portwalk Garage.


ORDERS & SHIPPING

In stock orders are processed and shipped within 2-4 business days. 

Shipping Destination:

USA, Nationwide!

Shipping Rates:

Standard shipping for orders $65+ is FREE nationwide, all the time!

Standard shipping for orders under $65 is based on the weight of item(s) & will be calculated at check out. 

 

Please note: Your order may experience delays due to a high volume of orders during promotional events or Holidays.

RECEIVING YOUR ORDER

If your tracking number says that your package has arrived but you haven't received anything, we suggest doing the following: 

- Verify the shipping address on your order is correct

- Look for an attempted delivery notice slip

- Double check your area in case it's stored in a hidden area

- Check to see if your neighbors or someone in your residence accepted it

- Allow an extra 1-2 days - in rare instances, orders have been marked as delivered before actually arriving

Otter Creek Shop is not responsible for lost or stolen packages, but we'll try our best to help you recover and track down your package. In cases where your package was not delivered because of an incorrect address, additional shipping fees will apply to reship your package.

If your package is still nowhere to be found, please contact us at support@ottercreekshop.co

RETURN POLICY

Unwashed, unworn & unused merchandise with original tags attached can be returned for store credit. Items must be returned within 14 days of purchase. Local pick up orders must be returned within 14 days of “ready for pickup” notification. Online orders must be returned within 14 days of arrival. 

We do not cover return shipping - once your return package arrives back at the shop, we will process your return and you will receive store credit in the form of an e-gift card. 

How to make an online return: 

1. Contact support@ottercreekshop.co w/ your order # and items you’re hoping to return 

2. Package up your return & ship to: Otter Creek Shop 206 Market St. Portsmouth, NH 03801 

3. We’ll process your return once it arrives & send you an e-gift card

Store credit will be issued in the form of an e-gift card for all returns. We do not process refunds onto the original form of payment. Store credit does not expire. 

The following items are final sale and cannot be returned for store credit: 

- Any items purchased during End of Summer Sale are final sale (9/1/22 @ 8:00 pm EST - 9/5/22 @ 11:59 PM EST)

- OC Outlet Items 

- Last Few Items 

- Lauren’s Closet Items 

- Hair & Body Products 

- Pre-orders 

- Any products marked “final sale”

We are able to process exchanges in store - so please stop by and we are happy to help!

Please note: in store exchnages must be done in the 14 day return window.

We are not able to process exchanges for online returns at this time. However, once your return has been processed we will send you an e-gift card and you can use this to purchase a different size.

PREORDERS

If you PREORDER an item on our website, please note the following:

- Payment is charged at checkout not when the item ships

- Preorder items are eligible for returns. Items must be returned no later than 14 days from arrival date for store credit. For more info make sure to take a peek @ our return policy!

- Preorders can take anywhere from 1-8 weeks depending on our vendors' timelines.

- We do our very best to communicate all details for preorders via email & on socials.

- If at any time you need further details, please feel free to contact us at support@ottercreekshop.co 

- If you are ordering a preorder item with an in-stock item, you will only be charged once for shipping. We will not charge you again once your preorder ships.

- Our preorder items are best-selling OCS pieces that have previously been in-stock and sold-out.