Returns & Refunds Policy

Our 30-Day Return Policy

At Oh So Luxe, we want you to be delighted with your purchase. You have 30 days from receiving your item to request a return. To be eligible, the item must be in the same condition as received—unworn, unused, with tags, and in its original packaging. Clothing must be in as-new, unused condition with all tags and packaging intact. You’ll also need your receipt or proof of purchase to proceed.

Important: Customers are responsible for paying all return postage and shipping costs for all returns, except where the item is faulty, damaged, or incorrect (see section below). We strongly recommend using a tracked and insured service, as we cannot accept responsibility for items lost in transit.

How to Request a Return

To initiate a return, please email us at customer-support@ohsoluxe.co.uk with your order details. Our family-run team will guide you through the process and provide the correct return address. You must arrange and pay for return postage and shipping yourself, unless the return is due to a faulty, damaged, or incorrect item. For any return queries, feel free to reach out—we’re here to help!

Damaged or Incorrect Items

Please inspect your order upon arrival. If an item is defective, damaged, or incorrect, contact us immediately at customer-support@ohsoluxe.co.uk. We’ll assess the issue and make it right. In these cases only, we will cover the cost of return postage or provide instructions for a prepaid return label where appropriate.

Non-Returnable Items

Certain items cannot be returned, including:

• Perishable goods (e.g., food, flowers, plants)
• Custom or personalised products
• Personal care items (e.g., perfumes, beauty products) that have been opened, used, or removed from their original sealed packaging, due to hygiene reasons
• Lingerie, underwear, knickers, and intimate apparel: Due to hygiene reasons, these items are strictly non-returnable for change of mind if there is any evidence they have been tried on, worn, or used (even briefly). All returns are thoroughly inspected upon receipt for signs of use, including but not limited to odour, makeup/deodorant marks, stretching, fabric disturbance, removed tags, or disturbed tissue paper/packaging. If the item is not in brand new, fully resellable condition, we reserve the right to refuse the refund and may either return the item to you at your expense or dispose of it for hygiene reasons. We strongly recommend reviewing our size guides, contacting us for fitting advice before purchase.
• Hazardous materials, flammable liquids, or gases
• Sale items or gift cards

If you’re unsure about your item, please email us for clarification.

Exchanges

We currently do not offer direct exchanges. To receive a different item, you must return your original purchase following the steps above (including paying for return postage). Once your return is accepted, you can place a new order for the desired item.

EU 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel or return it within 14 days for any reason, no justification needed. The item must be in the same condition as received—unworn, unused, with tags, and in its original packaging, along with proof of purchase. Clothing must be in as-new, unused condition, and personal care items like perfumes must remain unopened and sealed to be eligible. Note: This right does not apply to lingerie, underwear, or intimate apparel once sealed hygiene packaging has been opened or removed, as per the Consumer Contracts Regulations 2013 (Regulation 28) exemption for health and hygiene reasons.

For all EU returns under the 14-day cooling-off period, the customer must pay the return postage and shipping costs.

Refunds

Once we receive and inspect your return, we’ll notify you of the refund approval status. If approved, your refund will be processed to your original payment method within 10 business days (excluding the original and return shipping costs where the customer is responsible for return postage). Note that it may take additional time for your bank or credit card company to reflect the refund. If 15 business days have passed since approval and you haven’t received your refund, please contact us at customer-support@ohsoluxe.co.uk.

Shop with Confidence

We’re committed to making your shopping experience with Oh So Luxe seamless and enjoyable. If you have any questions about our returns process, don’t hesitate to get in touch—we’re here to support you every step of the way.