Returns & Exchanges Updated May 2026

1. Returns summary

You have 14 days from the date you receive your order to return any item for a full refund or exchange. All returned items must be:

• Unworn, unwashed, and in perfect condition.
• With all original tags and labels attached.
• In their original packaging (including any dust bags or boxes).

2. How to return an item

Returning your Ovelis order is simple. Just follow these steps:

1. Contact us – Email info@ovelis.uk with your order number and the item(s) you wish to return. We'll send you a return authorisation and a prepaid returns label (for UK customers).
2. Pack your item – Place the item(s) in the original packaging (or a secure box) with all tags attached. Include the return form or a note with your order number.
3. Ship it back – Attach the returns label and drop off at your nearest post office or courier drop-off point. For international returns, you'll need to arrange shipping with a tracked service.
4. Receive your refund – Once we receive and inspect your return, we'll process your refund within 7 business days. We'll send you a confirmation email when it's complete.

Return address: Ovelis Returns, 27a Dover Street, London W1S 4LZ, United Kingdom.

3. Exchanges

If you'd prefer a different size, colour, or style, we're happy to exchange your item(s). The process is just as easy:

• Contact us within 14 days of receiving your order and let us know what you'd like to exchange for.
• We'll check availability and reserve your new item(s) while we wait for your return.
• Return your original item(s) using the same steps above.
• Once we receive and inspect your return, we'll dispatch your exchange item(s) with free shipping (UK only).

4. Refund timeline

We aim to process all returns as quickly as possible. Here's what to expect:

• Inspection: Once your return arrives at our warehouse, we'll inspect it within 2–3 business days.
• Refund: After inspection, we'll issue a refund to your original payment method. This typically takes 5–7 business days to appear in your account, depending on your bank or card issuer.
• Notification: You'll receive an email confirmation as soon as your refund is processed.

If you haven't received your refund after 10 business days, please contact us at info@ovelis.uk.

5. Non-returnable items

For hygiene and safety reasons, we cannot accept returns on the following items unless they are faulty:

• Underwear, lingerie, and swimwear (if the hygiene seal has been removed).
• Earrings and other pierced jewellery.
• Face masks and other personal protective items.
• Final sale items marked as "non-returnable" on the product page.

6. Faulty or incorrect items

We take great care to ensure every Ovelis piece meets our quality standards. However, if you receive a faulty or incorrect item, we're very sorry and we'll make it right.

• Contact us immediately (within 30 days of receipt) with your order number, a description of the issue, and photos (if possible).
• We'll arrange a free return and either send a replacement or issue a full refund.
• You won't be charged any return shipping costs for faulty items, regardless of your location.

7. International returns

We welcome returns from our international customers. Please note:

• You are responsible for return shipping costs and any customs fees for the return.
• We recommend using a tracked and insured shipping service, as we cannot take responsibility for items lost in transit on the way back to us.
• Your refund will be processed in GBP (£) and any exchange rate differences are the responsibility of your payment provider.

8. Extended Christmas returns

During the festive season, we offer an extended returns period:

• Orders placed between 1 November and 24 December can be returned until 31 January of the following year.
• All standard return conditions apply (items must be unworn, tagged, and in original packaging).