We want you to love your OhNo pieces. If something isn’t quite right, we’re here to help.

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Returns Timeframe

• You have 14 days from the date you receive your order to request a return.

• Returned items must be received by us within 28 days of delivery or it being available for collection.

• All items must be unworn, unwashed, and returned with original labels attached.

• Returns outside of the 14 day time frame will not be considered. 

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Return Options

Gift Card Refund

You may choose to receive your refund as an OhNo digital gift card instead of a refund to your original payment method.

• Customers who select a gift card refund will receive 10% extra value on their refund amount.

• Gift cards are valid for 60 days from the date of issue.

• Once a gift card refund is selected, this option cannot be changed.

• If multiple items from the same order are returned separately, the refund option selected for the first return will apply to all returns from that order.

• Orders originally paid for using a gift card are not eligible for the additional 10% refund bonus.

Please note: Gift card refunds are not available for faulty items. Faulty items must be reported to Customer Services.

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Return Costs

A £1.99 return handling fee per parcel will be deducted from your refund.

Delivery fees are non refundable.

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How to Return an Item

• Repack your item securely in non-see-through, waterproof packaging.

• Contact our Customer Services team to request a return and confirm your preferred refund method.

• Once your return is approved by email, send the item back using a trackable postal service.

• Keep your proof of postage until your refund has been processed.

• You will receive an email confirmation once your return has been received and processed.

Please return one order per parcel. Combining multiple orders into one package may delay your refund.

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Faulty Items

We’re sorry if you’ve received an item that isn’t in perfect condition. Please contact us as soon as possible via our Contact Us page and include:

• Your name

• Order number

• Product name and code

• A clear photo of the fault

• A brief description of the issue

Our team will review this and advise you on the next steps.

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Non-Returnable Items

For hygiene reasons, we cannot accept returns on:

• Swimwear

• Lingerie

• Face masks

Where the hygiene seal has been removed or broken, unless the item is faulty. This does not affect your statutory rights.

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Refund Processing

Once your return is received and approved, refunds will be processed to your selected refund method:

• Original payment method: refunded back to the method used at checkout.

• Gift card refund: issued by email once processing is complete.

Please allow a few working days for funds to appear, depending on your payment provider.

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Exchanges

We do not currently offer exchanges. If you’d like a different size or style, please return your item for a refund and place a new order.

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Right to Cancel 

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your items, unless the item is:

• Custom-made or personalised

• A hygiene-sealed item where the seal has been broken

To cancel, please contact us within the cancellation period. If you’ve already received your order, the item must be returned in line with our Returns Policy.

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Responsibility

Returns remain your sole responsibility until they have been received by us. Please keep proof of postage and images of the parcels. Please ensure parcels are packed securely to avoid the clothing items being damaged during transit. 

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Important Information

All returned items are quality-checked. Items returned in an unsuitable condition may not be refunded.
We reserve the right to refuse refunds where returns do not comply with our policy or where fraudulent activity is suspected.

Please be aware that none of the above affects your statutory rights. 

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Contact Us

Our Customer Services team is happy to help. Please have your order number ready when contacting us so we can assist you as quickly as possible.