ONELORA Return and Refund Policy
14-day returns and right of withdrawal
You may request a return within 14 days after receiving your order. If an order is delivered in more than one parcel, the 14-day period starts when the last item is delivered. Where the final day falls on a weekend or public holiday, the deadline is extended to the next working day.
Order cancellations
You may request to cancel an order until it has been fulfilled. Once fulfilment has started, please use the return process after delivery.
Return conditions
Items must be returned unworn, unused and undamaged, with original tags and packaging, together with proof of purchase. You may inspect and try on an item as you would in a shop.
Starting a return
Use the return request option in your ONELORA customer account, or email hello@onelora.co.uk with your order number and the item you wish to return. Do not send an item back before receiving return instructions. We will provide the correct return address after approving the request.
Return shipping
ONELORA provides free return shipping for eligible returns made under this policy. We will send return instructions after the request is approved.
Exceptions
Personalised products cannot be returned unless faulty. For hygiene reasons, underwear and socks cannot be returned after sealed packaging has been opened. Gift cards cannot be returned. Any other final-sale item will be clearly identified before purchase. Your legal rights for faulty or misdescribed goods are not affected.
Damaged, faulty or incorrect items
Inspect your order when it arrives and contact us promptly if it is damaged, defective or incorrect. Include your order number and clear photographs so we can resolve the issue.
Exchanges
Exchanges are handled as a return followed by a new order.
Refunds
We will confirm when the return has been received and inspected. Approved refunds are sent to the original payment method within 14 days of receiving the returned item. Your bank or payment provider may take additional time to display the credit. Where required by law, we will also refund the standard outbound delivery charge for a cancelled order.
Contact: hello@onelora.co.uk