Terms of Service

Last updated: September 1, 2026

OVERVIEW

This website is operated by Undercover Otter. Throughout these Terms, “Undercover Otter,” “we,” “us,” and “our” refer to Undercover Otter.

These Terms of Service govern your use of undercoverotter.com and purchases made through our online store.

By using this website or placing an order, you agree to these Terms together with any policies, product information, or other terms that are specifically referenced during the purchase process.

Nothing in these Terms limits any mandatory rights that you have under applicable consumer law.

Undercover Otter is registered in the Netherlands:

Undercover Otter
Barndegat 8, Studio F0.06
1505 HN Zaandam
The Netherlands

Email: info@undercoverotter.com
Registration number: 61068098
VAT number: NL001597857B95

These Terms are primarily intended for retail customers. Separate terms may apply to wholesale, trade, collaboration, commissioned, or other business-to-business orders.

SECTION 1 - USING OUR ONLINE STORE

You may use our website only for lawful purposes.

You must not use the website in a way that interferes with its operation, compromises its security, infringes another person's rights, or violates applicable law.

By placing an order, you confirm that you are legally capable of entering into the purchase or have the necessary authorization to do so.

You are responsible for providing accurate information when placing an order, including your contact, billing, and shipping information.

SECTION 2 - ORDERS

Submitting an order through our store creates an obligation to pay the amount shown at checkout.

After placing an order, you will receive an electronic confirmation.

We may refuse or cancel an order where there is a legitimate reason to do so, including:

• A product being unavailable.

• An obvious pricing or listing error.

• A payment failing or being reversed.

• Reasonable concerns relating to fraud, misuse, or unauthorized payment.

• A shipping restriction or legal restriction preventing us from supplying the order.

• An order exceeding a stated or reasonable quantity limit.

• An order appearing to have been placed for unauthorized resale rather than normal retail use.

• Information supplied with the order being insufficient for us to produce or deliver the product.

• Circumstances making it impossible for us to fulfill the order as agreed.

If we cancel an order after payment has been collected, we will refund the amount paid for the cancelled portion of the order.

Nothing in this section allows us to cancel an existing consumer contract arbitrarily or where doing so would conflict with applicable law.

SECTION 3 - PRODUCTS

We make reasonable efforts to describe and display our products accurately.

The product description, options selected by you, and any information specifically shown on the relevant product page form part of your purchase.

Many Undercover Otter products are handmade or hand-dyed. Variation is part of the nature of these products.

Hand-dyed yarn may vary between skeins and dye lots, including variations in shade, saturation, speckling, color placement, or other characteristics of the dyeing process.

Photographs are intended to represent a colorway as accurately as reasonably possible, but screens and devices can display colors differently.

These normal and disclosed variations do not by themselves mean that a product is defective or incorrectly supplied.

Where multiple skeins are purchased, we make reasonable efforts to supply compatible skeins where possible, but hand-dyed skeins cannot be guaranteed to be visually identical.

Any specific characteristics, fiber content, weight, length, construction, finish, or other product information stated on the product page apply to the relevant product.

Nothing in this section limits your rights where the product supplied is materially different from what was described or otherwise does not conform to the contract.

SECTION 4 - MADE-TO-ORDER AND CUSTOM PRODUCTS

Some products are dyed, made, assembled, customized, or otherwise produced according to specifications selected or supplied by the customer.

These may include dyed-to-order, made-to-order, personalized, or other custom products.

Where a product is made to the customer's specifications or clearly personalized, statutory withdrawal rights may not apply as permitted by law.

Details concerning cancellations and withdrawal rights for these products are set out in our Returns & Refunds Policy and Cancellations Policy.

Production times shown for made-to-order products are estimates unless a specific binding delivery date has expressly been agreed.

SECTION 5 - DIGITAL PRODUCTS

Some purchases may include digital or downloadable content.

Any compatibility, functionality, format, or other requirements that apply to a digital product will be stated where relevant.

Where a customer requests immediate access to digital content during a statutory withdrawal period, the right of withdrawal may be lost once delivery begins only where the legal requirements for doing so have been met, including any required express consent and acknowledgment.

Further information is available in our Returns & Refunds Policy.

SECTION 6 - PRICES, TAXES AND CURRENCY

Prices are displayed in the currency shown on the website or at checkout.

The final amount payable, including applicable taxes and shipping charges collected by us, will be shown before you complete the purchase.

Where prices are displayed in more than one currency, the currency and amount shown at checkout determine the amount charged.

Prices may change at any time before an order is placed.

A price change does not retroactively alter the price of an order that has already been concluded, except where permitted by law in the case of an obvious error or similar exceptional circumstance.

International orders may be subject to import VAT, customs duties, brokerage fees, or other charges that are not collected by Undercover Otter. These are governed by our Shipping Policy.

SECTION 7 - PAYMENT

The payment methods available for your order are shown at checkout and may depend on your location, currency, order value, or the payment services currently available.

Payment is generally collected when the order is placed unless another payment arrangement is clearly stated.

Pre-orders, subscriptions, wholesale purchases, or other special arrangements may use different payment schedules where these are disclosed before purchase.

Payment information is processed by our payment service providers. Undercover Otter does not generally receive or store your complete payment card details.

If payment cannot be authorized or is subsequently reversed, we may suspend or cancel the affected order where permitted by law.

SECTION 8 - PROCESSING, SHIPPING AND DELIVERY

Processing times, shipping methods, tracking, estimated transit times, import information, and the handling of delayed, lost, damaged, refused, or unclaimed parcels are governed by our current Shipping Policy.

Ready-to-ship and made-to-order products may have different processing periods.

Where a product page states a specific production or processing period, that period applies to the product.

Please review our current Shipping Policy before placing your order.

Mandatory rights relating to delivery remain unaffected.

SECTION 9 - RETURNS, WITHDRAWAL AND REFUNDS

Returns, statutory withdrawal rights, return shipping, exclusions, diminished value, refunds, sale items, defective goods, and exchanges are governed by our current Returns & Refunds Policy.

Some products, including products made to the customer's specifications or clearly personalized, may be excluded from the statutory right of withdrawal where permitted by law.

Please review our current Returns & Refunds Policy for the terms that apply to your purchase.

Where you have a statutory right of withdrawal, nothing in these Terms restricts that right.

SECTION 10 - CANCELLATIONS, PRE-ORDERS, CLUBS AND SUBSCRIPTIONS

Orders that involve pre-orders, subscriptions, clubs, advance production, or other special purchase arrangements may be subject to additional terms disclosed on the relevant product page.

Cancelling an order is not guaranteed simply because it has not yet shipped, particularly where production or preparation has already begun or where the product is made to the customer's specifications.

Recurring subscriptions, where offered, will state the applicable billing frequency, delivery frequency, renewal terms, and cancellation method before purchase.

Further information is available in our Cancellations Policy.

SECTION 11 - DEFECTIVE, DAMAGED OR INCORRECT PRODUCTS

You are entitled to receive products that conform to the contract and meet the standards required by applicable law.

If a product is defective, damaged, incorrectly supplied, or otherwise does not conform to the contract, please contact us.

Undercover Otter is responsible for providing the remedies required by applicable statutory guarantee law.

Depending on the circumstances, this may include repair, replacement, an appropriate price reduction, or termination and refund where the relevant legal conditions are met.

A repair or replacement may be refused or an alternative remedy used where the requested remedy is impossible or would impose disproportionate costs compared with another legally adequate remedy.

Statutory remedies will be provided without charge where required by law.

Normal wear, damage caused by improper use, failure to follow appropriate care instructions, or characteristics that were clearly disclosed before purchase do not by themselves constitute a lack of conformity.

Nothing in these Terms replaces or reduces your statutory guarantee rights.

SECTION 12 - ACCOUNTS AND CUSTOMER INFORMATION

Where customer accounts are available, you are responsible for keeping your account credentials secure.

Please provide current and accurate contact and order information and update it where necessary.

We may use the email address or other contact details supplied with your order to send communications necessary for processing, producing, shipping, or providing customer service for that order.

Transactional communications are separate from marketing communications.

Marketing messages will be handled according to your marketing preferences and applicable law.

SECTION 13 - WEBSITE INFORMATION AND AVAILABILITY

We make reasonable efforts to keep information on our website accurate and current.

Occasionally, information may contain typographical errors, outdated information, technical errors, or other inaccuracies.

We may correct errors and update website content when necessary.

We do not guarantee that the website will always be available, uninterrupted, or free from technical problems.

We may temporarily suspend or restrict parts of the website for maintenance, security, updates, technical problems, or other legitimate operational reasons.

Website errors do not allow us to disregard an existing consumer contract where applicable law requires us to honor it.

SECTION 14 - INTELLECTUAL PROPERTY

Unless otherwise stated, the content of this website, including our text, photographs, graphics, branding, logos, product photography, original artwork, layouts, and other original materials, belongs to Undercover Otter or is used with permission.

You may use the website and its content for normal personal shopping and informational purposes.

You may not reproduce, republish, sell, commercially exploit, systematically copy, or distribute our original website content without permission, except where permitted by law.

References to third-party names, works, trademarks, characters, or other intellectual property remain the property of their respective owners.

SECTION 15 - CONTENT YOU PROVIDE

If you voluntarily submit a review, photograph, testimonial, comment, or other material specifically for publication or sharing by Undercover Otter, you confirm that you have the right to provide that material.

You retain ownership of your original content.

You grant Undercover Otter a non-exclusive right to use, reproduce, and display the submitted material for the purpose for which it was provided, including displaying a customer review or shared project on our website or related business channels.

We may decline to publish or remove submitted content where reasonably necessary, including where it is unlawful, abusive, misleading, infringing, or unrelated to the purpose for which submissions are accepted.

Nothing in this section gives us ownership of private customer communications or material that was not provided for publication.

SECTION 16 - THIRD-PARTY SERVICES AND LINKS

Our website may use or link to services provided by third parties, including payment providers, shipping services, social platforms, applications, or other websites.

We do not control independent third-party websites and are not responsible for their content or availability.

Where you choose to interact directly with a third-party service, that provider may apply its own terms and privacy practices.

Nothing in this section excludes responsibility that applicable law places on Undercover Otter for services we use to perform our own obligations to you.

SECTION 17 - PROHIBITED USES

You must not use this website:

• For unlawful or fraudulent purposes.

• To infringe intellectual property, privacy, or other legal rights.

• To transmit malware, harmful code, or other material intended to interfere with the website or another system.

• To attempt unauthorized access to accounts, systems, or data.

• To scrape, harvest, or systematically collect information in a way that violates applicable law or our rights.

• To impersonate another person or provide deliberately false information for fraudulent purposes.

• To interfere with the security or normal operation of the website.

• To harass, threaten, abuse, or unlawfully discriminate against another person.

We may restrict access where reasonably necessary to address these activities.

SECTION 18 - LIABILITY AND STATUTORY RIGHTS

We take reasonable care to operate our website and provide our products and services as described.

To the fullest extent permitted by applicable law, Undercover Otter is not liable for indirect or consequential losses that were not reasonably foreseeable when the contract was entered into.

Nothing in these Terms excludes or limits liability where it would be unlawful to do so.

In particular, nothing in these Terms limits or excludes:

• Any mandatory rights you have under applicable consumer law.

• Our obligations relating to products that are defective, damaged, incorrectly supplied, or otherwise do not conform to the contract.

• Liability for fraud or fraudulent misrepresentation.

• Liability for intentional misconduct.

• Any other liability that cannot legally be excluded or limited.

Where applicable law provides you with greater rights or remedies than these Terms, those statutory rights and remedies take precedence.

SECTION 19 - CUSTOMER RESPONSIBILITY

You are responsible for your use of our website and services and for complying with these Terms and applicable law.

If you intentionally misuse our website or services, infringe another person's rights, provide unlawful content, or otherwise cause Undercover Otter loss through unlawful or wrongful conduct, you may be responsible for the resulting loss to the extent permitted by applicable law.

Nothing in this section makes you responsible for losses caused by Undercover Otter, our service providers, or circumstances for which applicable law places responsibility on us.

Nothing in this section limits any mandatory consumer rights.

SECTION 20 - SUSPENSION AND TERMINATION

You may stop using our website and services at any time.

We may suspend or terminate access to our website or services where there is a reasonable and legitimate reason to do so, including fraud, attempted fraud, misuse of the website, unlawful activity, security risks, or a material breach of these Terms.

Where reasonably possible and appropriate, we will provide notice before restricting or terminating access.

Termination of access to the website does not automatically cancel an order or affect rights and obligations arising from a purchase that has already been made.

If an order itself needs to be cancelled, any cancellation, refund, or other remedy will be handled in accordance with these Terms, our applicable policies, and mandatory consumer law.

Any rights or obligations that by their nature should continue after termination will remain in effect.

SECTION 21 - SEVERABILITY

If any provision of these Terms is found to be invalid, unlawful, or unenforceable, that provision will apply only to the maximum extent permitted by law.

Where possible, the invalid or unenforceable portion will be separated from the remaining Terms.

The remaining provisions will continue to apply unless the contract cannot reasonably continue without the affected provision.

SECTION 22 - ENTIRE AGREEMENT

These Terms of Service, together with the policies, product information, and other terms referenced in them, form the agreement between you and Undercover Otter concerning your use of the website and purchases made through it.

If we do not immediately exercise or enforce a right under these Terms, that does not mean we have waived that right.

These Terms will be interpreted in accordance with applicable law.

For consumer contracts, any ambiguity will be interpreted in the manner required by applicable consumer law.

SECTION 23 - GOVERNING LAW

These Terms of Service and contracts entered into through this website are governed by the laws of the Netherlands.

If you are a consumer and mandatory consumer protection laws in your country of habitual residence apply to your purchase, this choice of Dutch law does not deprive you of the protection provided by those mandatory laws.

Nothing in this section limits any rights you have under applicable consumer law.

SECTION 24 - CHANGES TO THESE TERMS

We may update these Terms of Service from time to time to reflect changes to our website, services, business practices, policies, or legal requirements.

The most current version of these Terms will be available on this website.

Changes will generally apply from the date the updated Terms are published and will not retroactively alter the terms of an order or contract that has already been concluded.

If a change affects an ongoing service, subscription, or other continuing agreement, we will provide any notice required by applicable law and will not make material changes to an existing consumer contract without a valid reason or where doing so would be prohibited by law.

Rights relating to purchases already made remain governed by the terms and applicable law that apply to those purchases.

SECTION 25 - PRIVACY

Our collection and processing of personal information is governed by our Privacy Policy.

Please review the Privacy Policy for information about the personal information we collect, why we use it, who we share it with, data retention, international transfers, cookies, and your privacy rights.

SECTION 26 - COMPLAINTS AND CUSTOMER SERVICE

If something has gone wrong with an order, please contact us so that we can review the issue.

Please include your order number and any relevant information or photographs where appropriate.

Complaints will be handled in accordance with applicable consumer law and the policies that apply to the order.

Contacting us does not reduce or interrupt any mandatory rights or legal remedies available to you.

SECTION 27 - CONTACT INFORMATION

Questions about these Terms of Service or an existing order can be sent to:

Undercover Otter
Barndegat 8, Studio F0.06
1505 HN Zaandam
The Netherlands

Email: info@undercoverotter.com

You can also use our Contact page.