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 firstname.lastname@example.org 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
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.