Returns and Refunds

If something is not right, we keep the process simple.

Our returns promise

You have 30 days from the day your order arrives to send it back for a full refund.

How to start a return

We do not print a return address on your parcel. To start a return, email support@ondinelondon.co.uk or use our contact form with your order number and the item you would like to send back. Once your return is approved, we will send you the return address and simple instructions. Keep your proof of postage until your refund is confirmed. You will receive an email once we have received your return. Full steps are on our Start a Return page.

Condition for return

Items must be unworn, unwashed, and returned with their original tags attached. Trying a dress on at home is fine. Wearing it out is not.

Return postage

For a change-of-mind return, you arrange and pay for return postage. We recommend a tracked service so your parcel is covered on its way back to us. If your item is faulty, damaged, or not what you ordered, we cover the cost of return, as set out below.

Restocking fee

We do not charge a restocking fee. Your refund is the full price you paid for the returned items.

Refund timing

Once we receive and check your return, we process your refund to the original payment method within 5 working days. Depending on your bank or card provider, it can take up to a further 14 days for the funds to appear.

Faulty or incorrect items

If your order arrives faulty, damaged, or is not what you ordered, please tell us within 30 days. Email us with your order number and a photo, and we will arrange a replacement or a full refund, including any postage, at no cost to you. This does not affect your statutory rights under the Consumer Rights Act 2015.

Exchanges

We do not currently offer direct exchanges. Return the original item for a refund and place a new order for the size or style you would prefer.

Cancelling under the Consumer Contracts Regulations

For online orders you have a statutory right to cancel within 14 days of receiving your order under the Consumer Contracts Regulations 2013, in addition to our returns window above. Contact us to cancel, and return the item in its original condition.