All applicable customs and import duties and fees, taxes and any other charges are the responsibility of the customer, even if you refuse the shipment upon delivery. If your order does require these additional charges, they must be paid by you in order for your package to clear customs.
Customs authorities require by law that we state the value of your order directly on the package. Customs agents have the right to release or deny release of your package and, in rare cases, they may also delay or reject delivery.
If you refuse to pay any additional fees, your package will be sent back to us and you will be refunded the cost of your order minus any extra shipping charges incurred by us from the carrier.
All refunds will be processed within 10-15 working days upon arrival to the warehouse, please only reach out to us once this time has passed.
We hope you love your order, but if you do need to return, we operate a straight-forward 28 day return policy.
We allow 14 days for you to notify us of a return and a further 14 days for us to recieve the return.
This period starts from the day delivery is made to your nominated delivery address.
Returns outside of this timeframe will not be accepted
How do I return?
- Please submit your return online via the button above, you will need your order number that is located on your confirmation email, this is also on your packing slip, you will also need your email address used to place your order. Please note: Late returns will not be able to submit a return.
- Please check to ensure your return meets our returns policy before posting, returns that do not meet our returns policy will be refused and returned.
- Please do make sure you include your packing slip or a piece of paper with your full name, email or order number. If you send back a return without any information our warehouse team will not know the return is yours and it will delay your return until you reach out to us.
- Please Note: We do not currently offer exchanges - all valid returns will be refunded. If a size change is required, please place a fresh order.
- Items must be unworn, unwashed, unstained and unperfumed, this includes smells of smoke, body odor or pets, pet hair ect.
- Items must be folded, repackaged and returned in the same condition they were received, ready for re-sale. Items returned in a poor fashion will be liable for a restocking fee.
- If items are found with fake tan marks or dirt or hairs will be refused and sent back to the original shipping address at the customers expense.
- Items must have all tags still attached, including outside tags.
- All footwear returns must include the original shoe box in its original condition.
- You are liable for the package until it has been delivered to us so we recommend you send the item tracked.
- Returns that are late because you were away on holiday or your event was cancelled will be refused - no exceptions.
What items are non-refundable?
- Items that have inside or outside tags removed.
- Stained or soiled items - makeup, fake tan, perfume scent etc.
- Late returns.
- Face Masks & Hair Ties
- Items marked as final sale
Are there any charges for return?
- Original shipping charges are non-refundable.
- You are responsible for the cost of your return.
- Please note, if you return all items from your order that have more than 6 items a recycling fee will be deducted from your refund of €5/£5. This is non-negotiable.
- Please note: We are currently not processing any exchanges. In the instance you require a size up or a size down - please place a fresh order
How soon will I get my refund?
- You will receive an email once a refund has been processed.
- Returns can take up to 14 working days to be inspected and for a refund to be processed.
International returns - please ensure that you state you are "returning to seller" in the reason for export on your postage label. You must also state that the item is of no retail value, as we can not accept customs charges to receive your return. Please note we do NOT refund international customs taxes and sales charges.
Please contact us ASAP with images if you receive a faulty item, please do not wear the garment and then advise us its faulty, as it will not be accepted for a return.
Very good customer service
I had a small issue and contacted customer service who were overly helpful - Laura was so lovely and helpful and made sure I got everything I needed in time for my event! I couldn’t recommend OhHello more - the dress was fabulous and such good quality
I absolutely love this dress, I ordered it and it came in two days, amazing quality and fits perfectly. Couldn't be happier and cannot wait to wear to my upcoming ball. Thank you!