Refund policy
If you need to return something, email hello@ourooh.co.uk with your order number. A short note is enough. We will reply within 2 business days with the return address and what to do next.
At a glance
- You have 14 days from delivery to tell us 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 us.
- Digital gift cards cannot be returned once the code has been issued.
- If something arrives damaged, faulty, or wrong, we will put it right.
If you change your mind
You have 14 days from the day your order arrives to decide whether to keep it. You do not need to give a reason.
After telling us, 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, we 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.
We recommend using a tracked service, as we cannot take responsibility for a return that is lost on its way to us.
Your refund
Once your return reaches us, we will refund you within 14 days to the payment method you used.
UK delivery is free, so there is no delivery charge to add back.
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 us and we will put it right.
If something arrives damaged, faulty, or wrong
Tell us as soon as you reasonably can, with your order number and a clear photo.
We will send a replacement or refund you in full, whichever you prefer. If the piece needs to come back, we will cover reasonable return postage.
This sits alongside your statutory rights, which are not limited by anything on this page.