Returns, Refunds and Exchanges

But this is important: We must receive your items in the exact state that you received them in. This means that all labels, tags, stickers or seals must still be in place.

Any questions? Just drop us an email at info@oolalingerie.com and we’ll be happy to help: 

Returns from the UK

All of our UK customers will enjoy free returns. Simply head to our Royal Mail returns portal which will guide you through the steps you need to take to return your items. It’s then as simple as taking your packaged items to the post office.  

Don’t want to print a label? Well, we’ve made it even easier. Once you’ve filled in your details at the returns portal, you’ll be emailed a QR code which you can show on your mobile device to those wonderful people at the post office who will then print a label for you. 

Then hold on to your receipt as proof of postage.  And when we receive your item we’ll send you an email to let you know. You can then be confident that your refund or exchange is on the way (see refunds and exchanges below).

A final point. Returns can take up to five business days to reach us. It may even take longer depending on the current UK Covid19 situation. 

International Returns

Outside the UK? 

Please arrange your own return and send to the address provided on the returns form. Please note that if you choose to do so, you will need to pay any applicable customs and handling charges in advance. Otherwise we will not be able to accept the return and the goods will be sent back to you.

In the case of returning items, the customer is responsible for all shipping costs (unless the product is faulty).

Please send all return items in the same shipment to ensure that it is processed as quickly as possible and please note that it can take up to 10 days for your return to be delivered back to us, depending on which postal service you use.

We advise that you consider using a trackable shipping service or purchasing shipping insurance for your return. We can't guarantee that we will receive your returned item.

Refunds

If you select a refund, then your original purchasing card (or payment method) will be credited (exclusive of any shipping costs that may apply). All returns will be inspected and approved before a refund is issued. The credited amount can take up to 10 days to reach your account depending on the issuing bank or card company. Please contact us at info@oolalingerie.com if you have any questions. 

In the rare case of a returned item not meeting our return requirements, Oola will look to return this item to you. 

Exchanges

Finding your perfect fit often means trying different sizes and we’ll be delighted to exchange items for a different size or colour, as long as we receive them in perfect condition (see above). We are of course at the mercy of stock availability. To keep things simple, if you’re looking for a completely different style, then please return your item for refund and place a new order for the new style.

Cancelling Your Order

We look to ship items within 24 hours so if you decide to cancel then contact us at info@oolalingerie.com asap. If it’s not left our warehouse we’ll offer you a full refund (including shipping). It may of course have already left, in which case see the returns guidance above.