RETURNS AND EXCHANGES

Doesn't fit, doesn't suit you, or wasn't what you expected. It happens. Here's how we sort it.

The short version

• Send it back within 14 days of receiving it and you get a refund
• Send it back within 30 days and you get a gift card or an exchange
• It needs to come back unworn, unwashed, with the tags on and in its original packaging
• Return postage is at your cost
• Faulty or wrong item, tell us within 72 hours and we'll cover it

Returns

Goods must be posted back to us within 14 days of receipt to qualify for a refund. Between 14 and 30 days we'll issue a gift card or process an exchange instead.

To start a return, head to the returns section on the website.  You'll need your order number and the email address you placed the order under.  Here, you will be able to register your return, and purchase a tracked returns label.

We don't offer free returns. If you'd like a particular service you're free to choose it, but the postage is yours.

Refunds are generally processed within 2-5 working days of the parcel reaching us, and you'll get an email when it's done. Your bank may then take a few days longer to show it, which is between you and them.

Exchanges

When you head to the returns portal and enter your details, you'll have the option to select an exchange if that's what you'd like.  This will reserve the item for you, but we can only hold it for so long, so return the unwanted item as soon as you can.

We send exchanges back to you free, standard shipping, wherever you are.

Faulty or wrong items

If something has arrived faulty, damaged, or simply isn't what you ordered, email info@oipolloi.com with photographs and a description within 72 hours of receiving it. We'll approve the return and issue a free return label.

Once it's back and inspected, you'll get a repair, a replacement or a refund. If an item is found not to be faulty, return postage is at your cost.

If you think something has developed a manufacturing fault during use, get in touch and we'll take a look. That's a different conversation and we'd rather have it than not.

Condition

Items must come back unworn, unwashed, in re-saleable condition, in their original undamaged packaging with all tags and labels still attached. We can't accept non-faulty returns where the tags have been cut off.

Trying something on to see if it fits is fine. Wearing it out on Saturday night and returning it on Monday is not, and we can always tell.

When you're posting it back

• Package it properly so it survives the journey back
• Put your name and order number on the paperwork inside
• Boxed footwear needs an outer box or bag. We can't accept a return where the shoe box itself has been taped up or had a label stuck to it, because the box is part of what you bought
• You're welcome to reuse the packaging it arrived in
• Keep your proof of postage. It's the only way to trace a parcel, and without it we're both guessing

Returning from outside the UK

Mark the parcel and any customs paperwork clearly as RETURNED GOODS, and write Returns Department at the top of the address. Do that and it comes straight through.

Don't, and UK Customs will hold it. That can take up to 28 days and generates an invoice for VAT plus handling, roughly 20% of the value of the return, which we'll have to pass on to you and settle before the parcel is released. It's non-refundable and it's entirely avoidable, so please write it on.

We can't take responsibility for incorrect customs paperwork or declarations.

Postage costs on refunds

Refunds exclude the original postage cost unless the mistake was ours. Where you received free UK delivery and you return the whole order, a standard postage charge is deducted from the refund.

We can only refund to the payment method used for the order. If you paid by gift voucher it goes back to the same code. Where an order was split across two payment types, we'll refund to whichever we choose.

Your statutory rights

Under the Consumer Contracts Regulations you have the right to cancel an order within 14 days of receiving it and a further 14 days to return the goods. Nothing on this page affects that. If items come back used or not re-saleable, we reserve the right to reject the return.

A word on colour

We take a lot of care over our photography, but no two screens show a colour the same way and no two production runs are identical either. What turns up may be a shade off what you saw. That's not a fault, though if it's not what you wanted then the returns policy above is exactly what it's for.