Returns Policy
We hope you love your purchase! If not, don’t worry—our hassle-free 28-day returns policy has you covered.
Our Return Policy – Simple, Friendly & Fair
We totally get it – sometimes things just don’t work out! If you need to make a return, no worries – here’s what you need to know:
Timing is everything! ⌛
Make sure to submit your return online within 14 days of delivery, and make the physical return within 28 days of delivery.
Items must be in tip-top condition – that means:
- Unworn, unwashed, and free from any marks, scents (perfume, smoke, fake tan), or pet hair.
- Tags and security ribbons must still be attached.
- Zips zipped, ties untied, and everything folded up nice and neat, just like it arrived!
A few things we can’t accept:
- Returns that don’t meet the above standards (they’ll be heading back your way).
- Items returned outside of the mentioned timeframe – even if you were away or plans changed.
- Intentionally damaged items or those worn out through use – these aren’t considered faulty.
If you grabbed a sale item and now want a different size but it's back to full price, you'll need to pay the difference when reordering.
How do I return?
- Click “Submit Your Return Here” on this page.
- Enter your order number and email (found in your order confirmation).
- Package your items neatly, include your packing slip or a note with your name, email, and order number.
- Ship the package—tracked shipping is recommended, as you're responsible until it reaches us.
Please note: we do not offer exchanges. If you'd like a different size or style, place a new order.
Return Requirements
Items must be:
- Unworn, unwashed, unstained, and free from perfume, fake tan, makeup, smoke, or pet hair.
- Folded neatly with all tags and security ribbons still attached.
- Returned with sealed zips and untied ties.
- For footwear: the original shoe box in good condition must be included.
Returns that don’t meet these standards will be sent back.
What items are non-refundable?
The following are not eligible for returns:
- Items with removed tags or altered in any way
- Stained, soiled, or worn items
- Face masks, hair ties and Bra Accessories (that have been opened)
- Items returned late (beyond 14 days submission)
- Any garment altered by third parties
- Please note: Due to the nature of some synthetic and natural fabrics, pilling can occur with wear, pilling is not considered as a fault and will not result in a refund or exchange
Return cost & fees
- Returns are not free—you’re responsible for postage, but we do offer affordable returns options for most markets.
Refund process & turnaround
- Allow up to 10 working days for inspection and refund processing after receipt.
- You’ll receive an email once your refund is processed.
- Refunds are issued to the original payment method.
How soon will I get my refund?
- You will receive an email once a refund has been processed.
- Returns can take up to 10 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. As we do not cover the cost of returns, we strongly advise customers to shop around for the most competitive prices.
Please note your parcel size and weight as these details will have a significant bearing on the price of your return.
Faulty items
We strive for every piece to arrive in 100% condition, however, should something be amiss, we are here to help.
- If you believe your item(s) to be faulty, please contact us within 7 days of delivery, after this items will be deemed as accepted.
- Faulty items must be unworn—we cannot accept worn-once claims.
- We’ll refund the item(s) plus your original postage expense (up to the amount paid), but no more.
Our returns email is as follows: returns@ohelloclothing.com
Please note - being away / on holidays on delivery cannot be accepted as a reason for not contacting us within 48 hours.
Alterations
Please note we cannot accept any item (s) that have been altered or have had any alterations from their original state, including those made by a dress maker.
International Returns
Mark your parcel as “Returning to seller”, with no retail value to avoid customs fees.
- Customs or import taxes aren’t refundable—choose the best-priced shipping service.
- Return shipping costs are your responsibility.
As we do not cover the cost of returns, we strongly advise customers to shop around for the most competitive prices.
Please note your parcel size and weight as these details will have a significant bearing on the price of your return.
Fair use Policy
Fair Use Policy
To ensure fairness for all customers and to protect against misuse of our returns process, Oh Hello reserves the right to monitor return activity and take appropriate action where necessary.
We may refuse a refund, restrict future returns, or suspend or close an account if we identify behavior that appears to be abusive, excessive, or fraudulent. In serious cases, we reserve the right to pursue further action where appropriate.
Examples of activity that may fall under this policy include, but are not limited to:
- Claims that orders or items were not received when tracking confirms delivery
- Claims for missing items where returned parcels are incomplete
- Returning items that show signs of wear, use, washing, or damage
- Returning items that were not purchased from Oh Hello or do not match the original order
- Excessive or unusual return patterns (such as ordering high volumes and returning most or all items repeatedly)
- Repeated or unjustified chargebacks
This policy does not affect your statutory consumer rights under Irish and EU law. Each case is reviewed individually and fairly.
