RETURNS AND REFUNDS

How do I return an item?

Please note that in order for a return to be eligible, it must be in pristine condition and returned within 30 days of receipt. If you are returning faulty goods, please contact our customer service team within 48 hours of receiving your items via your preferred contact channel below.

1. FILL IN THE RETURNS SLIP INCLUDED IN YOUR ORDER

2. POST YOUR RETURN

We include a pre-paid postage Royal Mail label with all orders.

Make sure your items are securely wrapped and your parcel contains all the accessories/items included with your original order.

Do not tape the original Blue Box.

Attach the label to your parcel (not the product box) and return your parcel at any Royal Mail post office.

Remember to ask for a receipt as proof of sending. Keep this receipt safe as this be needed to track your return.

3. WE'LL DO THE REST

Once we have processed your return you will receive notification via email.

All successful returns will be credited to the original method used for payment.

Please note refunds can take 3 to 5 working days (Monday to Friday, excluding bank holidays) to show into your account.

What is your returns policy?

If you are returning faulty goods please contact our customer service team within 48 hours of receiving your items via your preferred contact method listed below.

Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please ensure that you send your item back to us using a delivery service that insures you for the value of the items. You will need to obtain a proof of postage receipt when you return your items to us.

Please note that in order for a return to be eligible, it must be in pristine condition and raised within 30 days of receipt. Please return the items in their original packaging with all tags intact and accessories included. Package the items securely and ensure our returns form is included inside. We are really sorry, but we're unable to accept back used items which are unsuitable or don't fit. An item that is deemed uncomfortable or an issue with size/fit after wear is unfortunately not classed as a fault. We recommend you try your purchased item on before you use it outside and if there is an issue with size/fit then please follow the normal returns process. For hygiene reasons we will not accept returns or offer an exchange on unsealed cosmetics, pierced jewellery, face masks or underwear & swimwear where the hygiene seal has been removed.

We have extended our normal returns policy for the Christmas period. Any gift bought between 1st November and 24th December 2023 can be returned up until 8th January 2024.

All other terms and conditions apply. This does not affect your statutory rights.

When will I receive my refund?

All successful returns will be credited to the original method used for payment. The original shipping charges will not be refunded. We will notify you via email once we have processed your return. Your refund should be returned to your account within 7 working days of us processing the items in our warehouse and we will send you an email to let you know when your refund is on it's on its way.

If you do not receive your refund and it has been 10 working days since you received our email informing you that your return has been processed, then you will need to contact our Customer Service team through your preferred contact method listed below.

What happens once my item is returned?

As soon as we receive your order we will review the reason for return and let you know what we plan to do next.

You should receive an email to notify you of any action taken.

Can I return a product if I no longer want it?

We want all of our customers to enjoy their products so if you are not happy with your order then you can send it back to us.

Please note that in order for a return to be eligible, it must be in pristine condition and raised within 30 days of receipt. Please return the items in their original packaging with all tags intact and all accessories included. Package the items securely and ensure our returns form is included inside. 

We are really sorry, but we're unable to accept back used items which are unsuitable or don't fit. An item that is deemed uncomfortable or an issue with size/fit after wear is unfortunately not classed as a fault. We recommend you try your purchased item on before use outside and if there is an issue with size/fit then please follow the normal returns process. For hygiene reasons we will not accept returns or offer an exchange on unsealed cosmetics, pierced jewellery, face masks or underwear & swimwear where the hygiene seal has been removed.

What to do when my order is faulty/damaged?

Although we take care to prevent any damage to your goods within our warehouses and during transit, it is possible that problems may arise. Please accept our apologies if you have received a damaged or faulty item.

We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.

We ask that you contact us within 48 hours of receiving your items via your preferred contact channel listed below. Please provide details of the fault and provide pictures for our team to review.

We are really sorry, but we're unable to accept back used items which are unsuitable or don't fit. An item that is deemed uncomfortable or an issue with size/fit after wear is unfortunately not classed as a fault. We recommend you try your purchased item on before use outside and if there is an issue with size/fit then please follow the normal returns process.

Can I exchange an item?

We are able to offer exchange services only when it is an exchange for the same item but in a different size. If you require a different item/colour then please follow the usual returns procedure to return your item(s) and place a new order for the replacement.

DELIVERY

What do I do if I have not received my order?

We will send you an email as soon as your order is on the way. For tracked orders, you can use the tracking link provided in your email or located in your account to check where your order is. 

Have you checked for any delivery cards? Your parcel may have been left somewhere safe, such as with a neighbour or been taken to a local depot.

Our UK Delivery and international delivery pages can give you more information around expected delivery timescales.

If you do need to report your order as lost then please contact our Customer Service through your preferred contact channel listed below.

What happens if I am not at home to accept my delivery?

Don't worry, if your order cannot fit through the letterbox or requires a signature then you should receive a calling card. This card is from the courier and lets you know where your parcel is and how you can collect it.

What delivery options do you offer?

We offer a range of standard and express delivery options to suit you with free delivery options available when you spend £50.

UK 2-3 DAY DELIVERY - Royal Mail Tracked 48 service - £1.99

UK 1-2 DELIVERY - Royal Mail Tracked 24 service - £3.99

Our international delivery options are available at checkout.

When will I receive my order?

Items ordered before 4 pm on a weekday/working day will be dispatched on the same day. Orders placed after 4 pm on Friday will be dispatched on Monday.

Please note no deliveries will take place between 25th - 27th December and on 1st January.

There is an item missing from my order. What should I do?

Sometimes we ship items separately to make sure that any delayed items do not hold up the rest of the order. It is therefore possible that the missing item may be on a separate shipment. Your dispatch confirmation email will list the items that have been sent. If the missing item is not on there then you will need to allow longer for it to be delivered.

If the item is listed on your dispatch confirmation email but has not arrived within the parcel, please contact our customer services team via your preferred contact channel listed below within 48 hours of receiving your parcel.

I have received a damaged or faulty item. What should I do?

Although we take care to prevent any damage to your goods within our warehouses and during transit, it is possible that problems may arise. Please accept our apologies if you have received a damaged or faulty item.

We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.

Where is my order?

The email we sent you regarding the dispatch of your order will also let you know the tracking number and when we expect the order to arrive.

If you can't find the information that you need, then please contact our Customer Service team or speak to us across Live Chat.

I have received the wrong item. What should I do?

We have high standards when it comes to packaging your order, however, mistakes do occur from time to time. Please accept our apologies if you have received an incorrect item. 

Please contact us within 48 hours of receiving your items via your preferred contact channel listed below. We'll need your order number and any pictures you have of the item received. A member of our team will review the details and offer the best resolution to resolve your query.

Customer Service

Email

hey@oswinhyde.com

Phone

0333 050 9604

WhatsApp

0333 050 9604

Contact us page

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