FAQ (Frequently Asked Questions)

We accept returns within 30 days of the delivery date. We do not charge restocking or handling fees of any kind. Once your return is approved, you choose how you are refunded:

• Store credit at the full item value plus a 10% bonus, issued immediately and never expiring
• A refund to your original payment method at the full item value, with no fees or deductions (if you return only part of a discounted order, the discount is recalculated, see below)

Before posting anything back, please contact us at info@ohrosefashion.com. We can often arrange a replacement, an exchange, or a resolution where you keep the item. Return postage is your responsibility unless the item is faulty or incorrect. Read our full Refund Policy here.

Yes. We accept exchanges for sizing or colour differences, subject to inventory, within 30 days of delivery. Contact us at info@ohrosefashion.com with your order number and the details of the item you would like instead.

Exchanges are free of charge: we do not charge an exchange, restocking or handling fee, and we cover the shipping on your replacement. Return postage on the original item remains your responsibility. The item must be unworn, unwashed, in original packaging, with all tags attached.

Store credit is added to your account and is ready to use straight away. Add the items you would like to your basket and go to checkout, then select your store credit instead of paying by card and it will be applied automatically. You need to be signed in to your account for it to appear.

Store credit never expires, and any unused balance stays on your account for future orders. Store credit is non-refundable, cannot be exchanged for cash, and is issued once per order.

If your order included a promotional or multi-buy discount and you return only part of it, your refund is recalculated so the discount applies only to the items you keep, and only if those items still qualify for the offer.

For example: you order 3 dresses at $69.95 each ($209.85) with a 15% multi-buy discount and pay $178.37. You return 2 and keep 1. A single dress no longer qualifies for the multi-buy offer, so the dress you keep is charged at its full price of $69.95, and your refund is $178.37 − $69.95 = $108.42.

Email us at info@ohrosefashion.com with your order number and reason for return. Wait for approval before sending anything back. Then follow the return address and packaging instructions provided by our team, and package the item securely.

Items returned without prior authorization, including parcels sent back without approval, will be rejected and returned to the sender at the sender’s expense, and no refund will be issued.

Approved returns are processed through our international fulfilment centre. Return postage is your responsibility; we recommend a tracked service and keeping your tracking number until the parcel has been delivered. When you send a return you act as the sender and importer of record, so please choose a courier that handles international customs clearance and provide complete and accurate customs documentation. Any customs duties, taxes or handling fees on a return are your responsibility, and if a return is held at customs please contact your courier directly, as we cannot intervene with third-party carriers or customs. None of this applies to damaged, defective or incorrect items, which are always our responsibility.

Items must be unworn, unwashed and unused, returned in their original packaging with all tags attached, free of marks, stains, perfume or other scents, with any hygiene stickers intact, and approved for return in advance by our customer support team.

The following cannot be returned for hygiene and safety reasons: accessories, bodysuits, lingerie and intimates, swimwear, and items marked Final Sale. Damaged, defective or incorrect items are always our responsibility and are handled as described under faulty items.

Yes. Sale items follow the same 30-day return policy from the delivery date and must meet the same return conditions. You can choose store credit (full item value plus a 10% bonus) or a refund to your original payment method. Items marked Final Sale cannot be returned.

We’re so sorry. If your order arrived damaged, incorrect or incomplete, email us at info@ohrosefashion.com within 7 days of delivery with your order number, a short description and clear photos of the item and packaging. Once verified, we send a free replacement with expedited shipping, and in most cases you will not need to send anything back.

If a fault appears while you are wearing the item within 30 days of delivery, contact us with photos and we will send you a free replacement. Please do not return anything before hearing from us.

What counts as faulty or defective:

• A visible tear, hole, or gap in the fabric or seam
• A broken zip or clasp that does not function
• Incorrect item received: wrong style, colour, or size compared to what was ordered
• A significant print defect, colour bleed, or manufacturing error affecting wearability
• Structural damage that occurred before or during delivery

What does not qualify as a defect:

• Minor loose threads or a small wire slightly out of place, which are common in garment construction and do not affect wearability
• Slight colour variation from product images due to screen display differences
• Wear or damage caused after the item has been received
• Items that do not fit due to incorrect size selection

If you believe your item is faulty, contact us at info@ohrosefashion.com with your order number and photos.

Once your return is received, we inspect it within 7 business days and let you know whether it is approved. Store credit is issued immediately after approval. A refund to your original payment method is processed within 7 business days of inspection; please allow an additional 3–5 business days for your bank or payment provider. If 15 business days have passed since your return was approved and you have not received your refund, contact us at info@ohrosefashion.com.

We do not charge restocking or handling fees of any kind. Return postage, and any customs duties, taxes or fees arising on a return, are your responsibility, unless the item is damaged, defective or incorrect. Returns must be requested within 30 days of the delivery date.

Standard shipping is free on all orders. Priority Shipping charges are non-refundable once an order has been dispatched, as we pay our shipping partners at the time of fulfilment. If your order is cancelled before dispatch and has not been shipped, any Priority Shipping charge is refunded along with your product cost. Return postage is your responsibility, unless the item is faulty or incorrect.

If a delivery attempt is unsuccessful, for example because of incorrect address information, or a parcel is refused or goes unclaimed and is returned to us, we will contact you to arrange redelivery wherever possible. If redelivery is not possible, we may issue store credit for the returned item. Where an item is returned showing signs of use, or is not in its original condition, a reduction in value may be applied before any credit is issued.

Please make sure your shipping address is complete and accurate at checkout. If you notice an error after placing your order, contact us immediately at info@ohrosefashion.com and we will do our best to update it before dispatch.