Refund policy

Returns

  • You have 30 days from the date you receive your order to request a return.
  • Returns are completely free within the UK. International return shipping charges will apply based on courier rates.
  • Items must be unused, unwashed, unaltered, and in their original condition, with all labels and tags still attached.
  • For hygiene reasons, we are unable to accept returns on items that have been worn or show signs of use.
  • You can request a return via our returns link

 

Refunds

  • Once we receive and inspect your returned item(s), we will email you to confirm approval or rejection. We reserve the right to refuse refunds if the item is not returned in its original condition, is damaged, or shows signs of use.
  • Approved refunds will be processed to your original payment method within 5–10 working days.

 

Exchanges

  • We also offer free exchanges within the UK within 30 days. International return shipping charges will apply based on courier rates.
  • Exchanges can be made for a different size or colour, subject to availability.
  • If the item you want is out of stock, you may choose a refund
  • We allow a one-time free exchange on all eligible orders. Please note that any further exchange requests for the same order will incur shipping charges at the current courier rates, payable by the customer.

 

Non-returnable Items

  • Gift cards
  • Clearance or final sale items
  • Customised or embroidered products

 

Damaged or Incorrect Items

If you receive a faulty, damaged, or incorrect item, please notify us within 7 days of delivery. We will arrange a replacement at no additional cost.

 

For any questions, please email us at support@oncall-london.com