Refund policy
Buying clothes online means you can't try them on first, and we understand that. If something doesn't fit, doesn't suit you, or just isn't what you hoped for, you can send it back. This page explains how.
At a glance
- 30 days to return, starting from the day your order is delivered
- Change of mind is fine. You don't need to give a reason
- No restocking fees
- Items must be unworn, unwashed and have their original tags attached
- Refunds are made to your original payment method within 10 days of your return reaching us
- Faulty, damaged or incorrect item? We pay for the return
- Changed your mind or need a different size? You pay for the return postage
Cancelling before your order ships
If you want to cancel, email info@oodell.com with your order number as soon as possible. If your order hasn't been dispatched yet, we'll cancel it and refund you in full.
If it has already been dispatched, we can't stop it, but you can return it once it arrives using the steps below.
How to return an item
- Email us at info@oodell.com within 30 days of delivery. Include your order number and which item(s) you're sending back. Telling us why is helpful but not required.
- Wait for our reply. We'll send you the return address and instructions, usually within 1–2 business days.
- Pack it up. Place the item in its original packaging if you still have it, with all tags attached.
- Send it back using a tracked postal service, and keep your proof of postage until your refund arrives.
If your item is faulty, damaged or not what you ordered, please attach photos to your email so we can sort it out quickly.
Condition of returned items
To receive a full refund, clothing and footwear must be returned:
- Unworn, unwashed and unaltered
- With all original tags and labels still attached
- Free from marks, stains, makeup, perfume, deodorant or pet hair
- For boots and shoes: tried on indoors only, with no marks or wear on the soles
You're welcome to try items on at home the way you would in a shop fitting room. If an item comes back worn, washed or damaged, we may reduce the refund to reflect its reduced value. We'll always contact you before doing this.
Return postage
We cover the cost if:
- You received the wrong item or wrong size
- The item arrived damaged
- The item is faulty
Email us with photos first and we'll arrange a prepaid return or refund your postage.
You cover the cost if you're returning for any other reason, such as a change of mind, the wrong size ordered, or the style or colour not being what you expected.
We recommend a tracked service. Parcels lost on the way back to us can't be refunded unless you have proof of postage.
Refunds
When your return arrives, we'll check it and email you to confirm. Your refund will be made to your original payment method within 10 days of us receiving the item. Depending on your bank, it can take another 3–5 business days to appear in your account.
As delivery is free on all orders, there is no delivery charge to deduct from your refund.
Exchanges
Need a different size or colour? The quickest way is to return the original item for a refund and place a new order, so you don't miss out if stock runs low. If you'd prefer a direct exchange, email us and we'll arrange it, subject to availability.
Faulty or incorrect items
If an item is faulty, damaged on arrival or not what you ordered, contact us within 30 days of delivery. We'll offer a free replacement or a full refund, whichever you prefer, and we'll pay for the return.
Items that can't be returned
- Gift cards
- Items returned more than 30 days after delivery, unless they are faulty
Discounted orders
If you used a discount code, your refund will be the amount you actually paid. If returning part of an order means the rest no longer qualifies for a multi-buy offer, the refund will be adjusted to reflect this. We'll explain any adjustment by email.
Your legal rights
This policy is in addition to your rights under UK law. Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods without giving a reason. Under the Consumer Rights Act 2015, you're entitled to a remedy if goods are faulty or not as described. Nothing in this policy affects these rights.