Refund policy

Returns and refunds

Last updated 8 August 2026

If you need to return something, email hello@ourooh.co.uk with your order number. A short note is enough. I will reply within 2 business days with the return address and what to do next.

◦ ◦ ◦

At a glance

  • You have 30 days from delivery to tell me you want to return an item.
  • You then have another 14 days to post it back.
  • The item should come back unused, unaltered, and in its original packaging where possible.
  • Return postage is paid by the customer, unless the item is faulty, damaged, or not what you ordered.
  • Refunds are sent within 14 days of the return reaching me.
  • If you paid a delivery charge and you return the whole order, that charge comes back too.
  • Digital gift cards cannot be returned once the code has been issued.
  • If something arrives damaged, faulty, or wrong, I will put it right.
◦ ◦ ◦

If you change your mind

You have 30 days from the day your order arrives to decide whether to keep it. You do not need to give a reason.

Thirty days is longer than the law requires. Objects like these are difficult to judge from a photograph, and I would rather you took your time than hurried the decision.

After telling me, please send the item back within another 14 days.

Looking at the item

You are welcome to inspect the piece as you would in a shop. Pick it up, look at the finish, check the size, and decide.

Please return it unused, unmarked, and unaltered. If it comes back used, damaged, marked, or changed in a way that lowers its value, I may reduce the refund to reflect that loss.

Return postage

Return postage is yours to cover unless the item is faulty, damaged, or not what you ordered.

I recommend using a tracked service, as I cannot take responsibility for a return that is lost on its way to me.

Your refund

Once your return reaches me, I will refund you within 14 days to the payment method you used.

If you paid a delivery charge and you are returning your whole order, that charge is refunded alongside the item. If you are keeping part of the order, the delivery charge stays as paid.

◦ ◦ ◦

Gift cards

Digital gift cards are sent by email as soon as the order is placed, so they cannot be returned or refunded once the code has been issued.

If the card itself does not work, tell me and I will put it right.

If something arrives damaged, faulty, or wrong

Tell me as soon as you reasonably can, with your order number and a clear photo.

I will send a replacement or refund you in full, whichever you prefer. If the piece needs to come back, I will cover reasonable return postage.

This sits alongside your statutory rights, which are not limited by anything on this page.

◦ ◦ ◦

Under the Consumer Contracts Regulations you have a statutory right to cancel most online orders within 14 days of delivery. The 30-day window above is offered in addition to that right, not in place of it, and nothing on this page reduces what the law gives you.