Return And Refund Policy

Return and Refund Policy

Last updated: February 26, 2026

If a purchase does not meet your expectations, please review the information below and follow the applicable steps.

Return Overview

Return window30 days from the delivery date
Restocking fee$2.95 one-time fee, deducted from your refund or store credit
Refund methodStore credit for change-of-mind returns. Partial cash refunds available in special cases at our discretion.
Processing time7 business days after the return is received and approved
Return shippingCustomer's responsibility, unless the item is faulty or incorrect
Shipping chargesNon-refundable once an order has been dispatched

Return Requirements

To qualify for a return, items must meet all of the following conditions:

  • Unworn, unwashed, and unused
  • Returned in original packaging with all tags attached
  • Free of marks, stains, perfume, or other scents
  • Hygiene stickers intact where applicable (bodysuits, swimwear, intimates)

Returns that do not meet these conditions will be rejected and returned to the sender, or no refund will be issued.

Non-Returnable Items

The following items cannot be returned for hygiene and safety reasons:

  • Accessories
  • Bodysuits
  • Lingerie and intimates
  • Swimwear
  • Items marked Final Sale

Restocking Fee

A one-time restocking fee of $2.95 applies to all approved returns. This covers the cost of inspecting, repackaging, and re-cataloguing the returned item. It is deducted from your refund or store credit at the time of processing.

Example: If you return an item worth $45.00, you will receive $42.05 in store credit after the $2.95 restocking fee is deducted.

Refunds and Store Credit

For change-of-mind returns — such as ordering the wrong size or simply changing your mind — we issue store credit. Store credit never expires and can be used toward any future purchase.

In certain special cases, such as significant delivery delays or exceptional circumstances, we may approve a partial cash refund at our discretion. Contact our support team with full details if you believe your situation qualifies.

Once your return is received and approved, refunds are processed within 7 business days. Please allow an additional 3–5 business days for your bank or payment provider to complete the transaction.

If 15 business days have passed since your return was approved and you have not received your refund, please contact us at info@ohrosefashion.com.

Shipping Charges

Shipping charges and shipping protection fees are non-refundable once an order has been dispatched. We pay our shipping partners at the time of fulfilment and these costs cannot be recovered.

The only exception is if your order was cancelled before dispatch and has never been shipped — in this case a full refund including the shipping charge is available. See Order Cancellations below.

Shipping Protection

We offer an optional Shipping Protection add-on at checkout. If your parcel is confirmed lost or stolen in transit, we will ship you a replacement at no additional cost. No third-party claims required — simply contact our support team and we will take care of it.

Shipping Protection fees are non-refundable once an order has been dispatched, as coverage begins at the moment of fulfilment.

Faulty or Defective Items

If you receive an item that is genuinely faulty or defective, you are entitled to a free replacement — no return required in most cases.

What counts as faulty or defective:

  • A visible tear, hole, or gap in the fabric or seam
  • A broken zip or clasp that does not function
  • Incorrect item received — wrong style, colour, or size compared to what was ordered
  • A significant print defect, colour bleed, or manufacturing error affecting wearability
  • Structural damage that occurred before or during delivery

What does not qualify as a defect:

  • Minor loose threads or a small wire slightly out of place — these are common in garment construction and do not affect wearability
  • Slight colour variation from product images due to screen display differences
  • Wear or damage caused after the item has been received
  • Items that do not fit due to incorrect size selection

To report a fault, email us at info@ohrosefashion.com with your order number, a description of the issue, and clear photographs of the item and packaging. We respond within 24 hours and will arrange a free replacement once verified.

Exchanges

We accept size exchanges within 30 days of delivery.

  1. Email info@ohrosefashion.com with your order number and the size you need.
  2. The item must be unworn, unwashed, in original packaging, with all tags attached.
  3. After review, you will receive return instructions and we will dispatch your replacement.

Order Cancellations

Before dispatch:

You may request a cancellation provided the order has not yet been fulfilled or dispatched. If eligible, you will receive a full refund including the product cost, shipping charge, and shipping protection. We verify with our supplier before confirming any cancellation.

After dispatch:

Once an order has been dispatched it cannot be cancelled or modified. You may return the item upon delivery in accordance with the return requirements above.

How to Start a Return

  1. Email info@ohrosefashion.com with your order number and reason for return.
  2. Wait for approval before sending anything back. Returns sent without prior approval will not be accepted.
  3. Follow the return address and packaging instructions provided by our team.
  4. Package the item securely to prevent damage in transit.

Contact

Emailinfo@ohrosefashion.com
Monday – Friday08:00 – 18:00 (EST)
Saturday – Sunday09:00 – 17:00 (EST)