At OOTD, we want to make sure your order reaches you safely and on time. Please double-check that your shipping address is entered correctly at checkout, as we cannot be held responsible for packages lost due to incomplete or invalid addresses.
All orders are processed within 3–7 working days. Once dispatched, your order will be shipped via Royal Mail or Evri, and delivery typically takes 2-5 working days. While most items arrive sooner, we kindly ask that you allow up to 7 working days from the date of dispatch before contacting us about your order.
Please note that our online orders are dispatched Monday to Friday only. Any orders placed over the weekend or on public holidays will be shipped on the next working day. While we take the greatest care in packaging every order, please understand that OOTD cannot be held responsible for any delays or rare instances of damage that may occur during the courier’s handling process.
At OOTD, we want you to feel confident and happy with every purchase. If for any reason you would like to return an item, we offer a 14-day exchange policy on all eligible products. Returned items are processed as store credit, which you can use at any time towards your next purchase with us, making it simple and flexible to find something you love.
Customers are responsible for covering the cost of returning items. For your peace of mind, we kindly recommend using a tracked and signed-for service when sending items back to us, as OOTD cannot accept responsibility for returns that are lost in transit.
- Can I change my shipping address after placing an order?
Unfortunately, once an order has been placed, we’re unable to change the shipping address. Please double-check your details before completing your purchase.
- What if my parcel is delayed by the courier?
Sometimes couriers may experience delays that are outside our control. You can use the tracking link provided to follow your order’s progress.
- What if my package is lost in transit?
In the rare event that a parcel goes missing, we recommend contacting the courier directly with your tracking number for the quickest support.
- Can I return an item after using it?
For hygiene and quality reasons, items need to be unused, unopened, and in their original condition to be eligible for a return. Any opened or used items will not be eligible for return.
- What should I do if my order is incorrect or missing an item?
If something isn’t right with your order, please get in touch with us within 48 hours of delivery and we’ll be happy to look into it for you.
- Do you offer refunds or store credit?
Refunds are processed when returns meet our policy conditions, and in some cases, store credit may be offered as an alternative.