Refund policy

Return & Exchange Policy

We want you to keep what you love. If something isn't right, here's how returns and exchanges work.

Return window

You can return any item within 30 days of delivery. Items must be unworn, unwashed, with all tags attached and in their original packaging.

How to start a return or exchange

  1. Email us first at info@owntermslondon.com with your order number and the item(s) you'd like to return or exchange. Please don't send anything back before you hear from us — we'll give you the correct return address and instructions.
  2. We reply within 1 business day with the return instructions.
  3. Post the item back using a tracked service and keep your proof of postage.

Exchanges

Need a different size or colour? Tell us in your email. Once we've confirmed your return, we'll arrange the exchange. If the size you need is unavailable, we'll refund you instead.

Return costs

  • Change of mind, wrong size ordered: you cover the return postage.
  • Faulty, damaged or incorrect item: we cover the return postage and send a replacement or a full refund. Please email us within 7 days of delivery with a photo so we can resolve it quickly.

Refunds

Once your return arrives and has been checked, we issue your refund within 7 days to your original payment method. Your bank may take a few extra days to show it. Original delivery was free, so there is nothing to deduct.

Non-returnable items

For hygiene reasons we can't accept returns of earrings or hosiery unless faulty. Items returned worn, washed, damaged or without tags may be refused or refunded at a reduced value.

Your statutory rights

Nothing in this policy affects your legal rights as a UK consumer. Under the Consumer Contracts Regulations 2013 you have the right to cancel your order within 14 days of receiving it; our 30-day policy goes beyond this. Under the Consumer Rights Act 2015 you are entitled to a repair, replacement or refund if an item is faulty, not as described or not fit for purpose.

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Email: info@owntermslondon.com
Customer service: 9:00 am to 5:00 pm. We aim to respond within 24 hours.
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