Returns Policy

• All items must be returned within 14 days from purchasing your order.
• All returns will automatically be issued a ohrose Store Credit (This will allow you to easily purchase an alternative item or the same item in a different size).
• Items marked with FINAL SALE message cannot be returned unless faulty.
• We do not offer refunds for change of mind or incorrect sizing.
• Customers who have received product/s with a manufacturing fault or incorrectly are entitled to a full refund.
• You will receive your refund in the original form of payment.
• It is the customer’s responsibility to pay all freight charges to return the item.
• Unfortunately, we do not credit note or refund original shipping charges.
  
  

Condition of Return

Please take care when trying on any products: 

All Garment/s must be returned: 

• Unworn & unwashed, 
• With all original tags still attached,
• In all correct & original packaging, 
• No smell of perfume, deodorant or washing powder. 
  
  

All shoes must be returned in the original shoe box (as it was delivered to you) & must be tried on indoors/ soft floor (no scuff marks) 

Can I exchange an item?

A Store Credit will be issued, so you can re-purchase a new item.

Please note that we will deduct £5.00 from the refund amount to cover the processing and handling costs associated with the return, as per our standard policy on refunds.

If you need an urgent exchange, we would highly recommend that you purchase the replacement size prior to sending back the return, and we will issue you with a Store Credit, once we receive your unwanted item. (As we do NOT hold items nor exchange, while your item is being sent back).

All SALE Items CANNOT be returned as they are final sale purchases (this excludes any full priced items purchased with a discount code or sale period) 

For safety & hygiene purposes, the following categories can not be returned: 

• Accessories
• Lingerie
• Swimwear (without a hygiene sticker) 
• Bodysuits 
  
  

Please note, all Items that do not comply with our Returns Policy will be returned to sender.

Can I return a sale item? 

Unfortunately, all sale item purchases are final. These items cannot be exchanged or returned, unless faulty. Sale items are classified as any items under the sale section tab on our website.

We are so sorry to hear you have received a faulty or incorrect item.

Please contact us here within 5 days of receiving your order, with photos of the faulty/incorrect item and your order number so we can assess this for you immediately and provide next steps. 

Please note, if you return a faulty order without contacting us prior, no reimbursement will be made. 

An item is considered faulty when it does not conform to the quality standards expected based on the product description and our quality checks. The following situations typically qualify as faults:

1. Manufacturing Defects: Items that have noticeable defects, such as broken seams, missing buttons, or significant fabric flaws that occurred during the manufacturing process.
2. Incorrect Item Received: If the item you received differs from what you ordered (e.g., wrong size, color, or style).
3. Functional Issues: Products that do not perform as intended (e.g., a garment that cannot be worn due to a design flaw or damage).
4. Damaged Upon Arrival: If the item arrives damaged due to poor packaging or mishandling during transit.

Note: Minor imperfections, such as small loose threads, slight color variations, or minor marks, do not typically constitute a fault, as these can occur during the manufacturing process and do not affect the overall usability of the product.

If you believe your item is faulty based on the criteria above, please contact our customer support team with your order details and any relevant images. We are committed to resolving any issues promptly.

Depending on the service & country you’re returning your item(s) with, it can usually take up to 21 working days (excluding weekends & public holidays) to be delivered and processed by our returns team.

• If you're eligible for a refund (i.e. you've received a faulty item), your refund will be issued to the same method of payment used to create the order.
• For payment made with both credit card and gift card/store credit, the return will be applied to the gift card/store credit first.
• Please do not email regarding the arrival of your return, unless it has been 15 days from receiving your return.
• You will be informed via the email address that you provided for your order, when this transaction is complete.
• Store Credit will be issued via Email and in the form of a code & remain valid for 6 months upon receiving email. 
• Any returns processed through our overseas return hub, will receive a store credit in advance. 
  
  

Note: Ohrose does not operate on Public Holidays, all returns will be processed the following working day.

Late returns & Processing Fees

Returns received later than 30 days from Purchase date, a £5.00 processing fee will be deducted from your Store Credit Note.

Returns received later than 35 days, will not be accepted & will be returned to the customer. 

In extenuating circumstances, please contact us via email at info@ohrosefashion.com if you have exceeded your return timeframe. 

When your return has been processed, you will receive a store credit for the value of your returned items in line with our return policy. 

Please note, your personal agreement with Afterpay still stands and you will be required to pay off any scheduled repayments. 

Shipping costs are non-refundable unless the return is due to an error on our part (for example, if you received an incorrect or defective item). Please note that this policy applies only to non-sale items. If your return is approved due to our error, we will refund the shipping costs along with the purchase price of the item.