Ohpolluy Refund Policy

At Ohpolluy, we want every woman to love her purchase—whether it’s a tailored blazer, a flowy dress, or cozy knitwear. If a piece doesn’t meet your expectations, we offer straightforward refund options to ensure a stress-free experience. This policy outlines the terms, conditions, and steps for requesting a refund.

1. Eligibility for Refunds

To qualify for a refund, items must meet the following criteria:

  • Timeframe: Requests must be submitted within 30 days of the delivery date (we use the delivery confirmation date from our shipping carrier as reference).
  • Item Condition: Items must be in their original, unused state—tags attached, no signs of wear, stains, odors, or alterations (e.g., hemmed sleeves, adjusted waist). We cannot process refunds for items that show evidence of being worn, washed, or damaged after delivery.
  • Included Items: All original packaging (e.g., garment bags, dust covers) and accompanying accessories (e.g., belts, extra buttons) must be returned with the item.
  • Exceptions: Final-sale items (marked “Non-Refundable” on product pages, including limited-edition styles, clearance items, and personalized pieces) are not eligible for refunds.

2. How to Request a Refund

Follow these simple steps to start your refund process:

  1. Initiate the Request: Email our customer service team at [email protected]. Include:
  • Your full name and order number (found in your order confirmation email).
  • The name and SKU of the item(s) you want to refund.
  • A brief reason for the refund (e.g., “size too large”, “color mismatch”).
  • Optional: Photos of the item (if there’s a quality issue, e.g., fabric flaw) to speed up review.
  1. Receive Return Instructions: Our team will respond within 2 business days with a pre-paid return label (for orders within the US, UK, and EU) and a return address. For international orders outside these regions, we’ll share the return address, and you may be responsible for return shipping costs (we recommend using a trackable shipping method to avoid lost packages).
  2. Ship the Item: Pack the eligible item(s) with original packaging and accessories, attach the pre-paid label, and send it back. Keep the shipping tracking number for your records.
  3. Process the Refund: Once we receive and inspect the returned item (typically 3-5 business days after delivery to our warehouse) and confirm it meets eligibility criteria, we’ll process your refund.

3. Refund Timeline & Method

  • Processing Time: Refunds are processed within 5-7 business days of our warehouse confirming the item’s eligibility.
  • Refund Method: Refunds will be issued to your original payment method (e.g., credit card, PayPal, debit card). The time it takes for the refund to appear in your account depends on your payment provider—most take 3-10 business days, but some may take longer (we cannot speed up this step, as it’s handled by your bank or payment service).
  • Shipping Costs: For standard refund requests (e.g., size issue, change of mind), we do not refund the original shipping cost you paid when placing the order. However, if the refund is due to a Ohpolluy error (e.g., wrong item shipped, defective product), we will refund both the item cost and the original shipping fee.

4. Special Cases & Exceptions

  • Defective or Damaged Items: If you receive an item with a manufacturing defect (e.g., loose stitching, broken zippers) or damage caused during shipping, contact us within 7 days of delivery with photos of the issue. We’ll cover all return shipping costs, process your refund immediately, and optionally send a replacement (if the item is in stock) at no extra cost.
  • Incorrect Items: If we shipped the wrong style, size, or color (a Ohpolluy error), follow the refund request steps above—we’ll provide a pre-paid return label, refund the full item cost + original shipping fee, and can ship the correct item (if available) for free.
  • Lost or Delayed Returns: If you shipped the item but it’s lost in transit, provide the tracking number to our team at [email protected]—we’ll work with the shipping carrier to locate it. If the package is confirmed lost, we’ll process a refund or send a replacement (your choice).
  • Cancelled Orders: If you cancel an order before it ships (contact us within 24 hours of placing the order), we’ll process a full refund within 3 business days. If the order has already shipped, follow the standard refund process outlined above.

5. Contact Us for Refund Questions

If you have questions about your refund status, eligibility, or need help with the process, email our team at [email protected] with your order number and refund request reference. We’re here to assist Monday-Friday, 9:00 AM–6:00 PM (EST/CET).

By placing an order with Ohpolluy, you acknowledge and agree to the terms of this Refund Policy. We reserve the right to update this policy periodically—any changes will be posted on our website with a “last updated” date, and we’ll notify you of significant adjustments via email (if you’ve provided your contact information).