What are my delivery options?
Standard delivery - £2.99
Europe standard - £7.99
International standard - £11.99
When will I receive my order? UK SHOPPERS
We are currently operating at a reduced service due to the impact of COVID-19, please expect to receive your items within 10 days.
Do I have to pay customs charges on my order?
Please be aware that any custom charges are applied at the discretion of the carrier and local laws. You, as the customer hold full responsibility to pay custom charges and such charges will not be covered by Our Girl. For more information we’d suggest getting in touch with your local customs office, so you’re not surprised if there are any unexpected delivery charges at your end.
I haven't received my order
If you haven’t received your order within the expected time frame for your region/country, please get in touch with us at hello@our-girl.com and we will help locate your parcel.
Can I change or cancel my order after I have placed it?
We are truly sorry, but unfortunately once an order is placed we are unable to cancel it. If you would like to change your order, please get in touch with us straight away through email at hello@our-girl.com
I am having trouble trying to place my order
If you’re having trouble placing your order or using our website, please send us an email or Instagram private message where we will be able to provide a solution straight away..
Do you offer any discounts?
Yes! We work with many UK and International influencers who each have their own discount code, head over to our Instagram at @officialourgirl to make the most of our discounts! We also run regular promotions so keep an eye on our Website and Social media pages.
How do I become an influencer with Our Girl?
We regularly choose new influencers to work with us, if you would like to collaborate with Our Girl, please send us an email or a quick message on Instagram
Does Our Girl have a diversity policy?
Yes, diversity is a huge concept to us all at Our Girl! We promote diversity and inclusion in our day to day business, whether that is providing clothing for different body shapes or working with people from a variety of different backgrounds.
Social responsibility
At Our Girl, we want to be as socially responsible as possible. One of the ways we do this is by not using real fur in our clothing and working with different charities and trusts.
Do you offer returns or exchanges?
If for any reason you are not completely in love with your new purchase, we will be happy to accept your item for a full refund or exchange. For hygiene reasons, some items are non-returnable such as Swimwear, if this applies to your chosen item it will be stated on the product page.
How many days do I have to return an item?
For our UK customers, we offer a 14 day returns policy and for our International customers its 30 days from the day of purchase.
Follow our 3 simple steps to making a return:
- Please do your best to try on, handle and repackage the items with care. We will only accept products that are returned in their original condition. Our returns team will check that each product is unworn, undamaged and has all original tags attached.
- Please fill in our returns form that can be found inside your original parcel.
- We always recommend returning your items via a recorded service as we unfortunately can't be held responsible for any items that do not reach us.
How long does a refund take?
We aim to process all returns within 5 working days of receiving the returned item back to us, you will also receive confirmation of your return via e-mail. All refunds are processed back to the original payment method.
Are returns free?
Unfortunately, we do not offer free returns at present, but this is something we are working on. In the rare event that you do receive an imperfect item, please contact us at your earliest convenience via email at hello@our-girl.com
I have received a faulty/incorrect item.
We are truly sorry if you have received a damaged/incorrect item from us. Please trust that all our items are quality checked multiple times, however if this is the case please send an image of your item to hello@our-girl.com and we will resolve the issue straight away.
Have you received my return?
We will send you a confirmation email receipt once your return has been refunded. If you have not heard from us in 10 days, please get in touch via our email at hello@our-girl.com or Instagram account.
