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 email@example.com and we will help locate your parcel.
COVID-19 LOCKDOWN UPDATE
Please Note: There be some delays with shipping as inline with government guidance we are operating at reduced staff members. With this being said we advise up to 14 days turnaround time for your order to be delivered. However, please rest assured that we are working hard to ensure you receive your item(s) on time!
We would like to thank you for your continued business and support during this time.
With love, Our Girl x
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 firstname.lastname@example.org
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.
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?
Yes of course! 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. 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 return policy and for our International customers its 30 days from the day of purchase.
Follow our 3 simple steps to qualify for an return on unwanted items:
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 return take?
We aim to process all returns within 5 working days of receiving the returned item back to us, you will also receive confirmation that we have received the returned item via e-mail.
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 email@example.com and we will resolve the issue straight away.
Have you received my item?
We will send you a confirmation email receipt once your item has been received. Please give us 5 working days to process your return. If you have not heard from us in 10 days since receiving your email receipt, please get in touch via our email at firstname.lastname@example.org or Instagram account.