Refund policy
Return and Refund Policy
Last updated: September 24, 2026
If a purchase does not meet your expectations, please review the information below and follow the applicable steps. In most cases we can resolve things without you sending anything back at all.
Return Overview
Return window — 30 days from the delivery date
Restocking fee — None. We do not charge restocking or handling fees of any kind.
Refund method — Your choice of store credit or a refund to your original payment method
Processing time — 7 business days after the return is received and approved
Return shipping — Customer's responsibility, unless the item is faulty or incorrect
Returns
We offer a 30-day return policy from the date of delivery. If you are not satisfied with your order, you may request a return within this period.
Before posting anything back, please contact our customer support team at info@ohrosefashion.com with your order number and let us know what has gone wrong. Depending on the situation we can often arrange a replacement, an exchange, or a resolution where you keep the item, which is usually faster and easier for you than returning it.
Our fulfilment is handled internationally, so we do not operate a local returns warehouse. Approved returns are processed through our international fulfilment centre, and the return address you receive will reflect this. Return postage is the customer's responsibility, which is why we will always look for a solution that avoids a return first.
Returns must be approved before items are shipped back. Any items sent without prior authorization will not be accepted.
Return Requirements
To qualify for a return, items must meet all of the following conditions:
- Unworn, unwashed, and unused
- Returned in original packaging with all tags attached
- Free of marks, stains, perfume, or other scents
- Hygiene stickers intact where applicable (bodysuits, swimwear, intimates)
- Approved for return in advance by our customer support team
Returns that do not meet these conditions may be declined or only partially refunded.
Items returned without prior authorization, including refused deliveries and parcels sent back without approval, will be rejected and returned to the sender at the sender's expense, and no refund will be issued.
Non-Returnable Items
The following items cannot be returned for hygiene and safety reasons:
- Accessories
- Bodysuits
- Lingerie and intimates
- Swimwear
- Items marked Final Sale
Return Shipping and Customs
Return postage is the responsibility of the customer. We recommend using 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 for that shipment. Please choose a courier that handles international customs clearance and provide complete and accurate customs documentation. Any customs duties, taxes, or handling fees arising on a return are the customer's responsibility. These are usually small and are settled directly with your carrier.
If a return is delayed or held at customs, please contact your courier directly to release it. We have no visibility into or control over third-party carriers and customs authorities and cannot intervene on your behalf.
These responsibilities do not apply to items that are damaged, defective, or incorrect. Those are always our responsibility.
Order Cancellations and Changes
Orders are processed quickly to ensure prompt delivery.
You may cancel your order free of charge within 3 hours of placing it. Please contact us as soon as possible at info@ohrosefashion.com and we will stop it before it enters processing, with a full refund and nothing to send back. A cancellation before dispatch refunds the product cost, any Priority Shipping charge, and any Shipping Protection fee in full.
After 3 hours, your order has entered processing with our fulfilment team and can no longer be cancelled this way. We may still be able to change details such as size, colour, or delivery address while your order is being prepared. Please note that any change restarts the processing time.
If your order has already shipped, you may still request a return upon receiving the item, in accordance with our return policy.
Please note that this 3-hour window is our own internal processing cut-off and is separate from your statutory rights. We give you considerably longer than the standard 14-day cooling-off period: a full 30 days from delivery.
Damaged, Defective, or Incorrect Items
These are two different situations and we handle them differently.
Your order arrived damaged, incorrect, or incomplete. Please inspect your order upon delivery and notify us within 7 days at info@ohrosefashion.com.
To expedite support, include:
- Your order number
- A short description of the issue
- Clear photos of the item and packaging
Once verified, we will send a free replacement with expedited shipping, and in most cases you will not need to send anything back. Reporting within 7 days matters because this is a claim about how your parcel arrived, and we need the packaging and dispatch records while they are still traceable.
A fault appeared while you were wearing the item. Zips, seams, beading, and fastenings should not fail. If something goes wrong within 30 days of delivery, contact us with photos and we will send you a free replacement. This is separate from the 7-day window above: that window covers how your parcel arrived, this one covers how the item was made.
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 — these 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
Delivery Timing and Lost Orders
All delivery dates shown are estimates, not guarantees, and may be affected by carrier delays, weather conditions, or other factors outside our control.
An order that has been delivered is not eligible for a refund on the basis of timing alone. If your order arrives later than estimated, please contact us and we will make it right with a discount or store credit.
If an order is confirmed lost in transit with no delivery confirmation, we will send a free replacement at no cost to you. If that item is no longer available, we will refund you in full. This applies whether or not Shipping Protection was purchased.
Shipping Protection
We offer an optional Shipping Protection add-on at checkout for $2.95.
Without Shipping Protection, a lost parcel is still replaced free of charge — we simply open a carrier investigation first, which usually takes 5 to 10 business days to conclude.
With Shipping Protection, we skip that step entirely. Tell us your parcel is lost or stolen and we reship immediately, with no carrier claim and no waiting.
Shipping Protection fees are non-refundable once an order has been dispatched, as coverage begins at the moment of fulfilment. If your order is cancelled before dispatch, the fee is refunded in full.
Exchanges
We accept exchanges for sizing or colour differences, subject to inventory, within 30 days of delivery.
To exchange an item, 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 the customer's responsibility.
The item must be unworn, unwashed, in original packaging, with all tags attached.
Refunds
Once your return is received, we will inspect the item within 7 business days. We will then notify you of the approval or rejection of your refund.
If approved, you may choose either of the following:
- 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, processed within 7 business days of inspection
Please allow an additional 3–5 business days for your bank or payment provider to complete the transaction.
We do not charge restocking or handling fees of any kind.
If 15 business days have passed since your return approval and no refund has been received, contact us at info@ohrosefashion.com.
Store Credit
Store credit is added to your account and is ready to use straight away. To use it, add the items you would like to your basket and go to checkout. Instead of paying by card, simply select your store credit and it will be applied automatically. You will need to be signed in to your account for it to appear.
Store credit never expires, and any unused balance remains on your account for future orders.
Store credit is non-refundable, cannot be exchanged for cash, and is issued once per order.
Shipping Charges
Standard shipping is free on all orders. Priority Shipping charges are non-refundable once an order has been dispatched. We pay our shipping partners at the time of fulfilment and these costs cannot be recovered.
The only exception is if your order was cancelled before dispatch and has never been shipped — in this case a full refund including the Priority Shipping charge is available.
Discounts on Partial Returns
If your order included a promotional or multi-buy discount and you return only part of it, your refund is recalculated so that 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 then return 2 and keep 1. Because a single dress no longer qualifies for the multi-buy offer, the dress you keep is charged at its full price of $69.95, so your refund is $178.37 − $69.95 = $108.42.
Failed or Refused Deliveries
If a delivery attempt is unsuccessful, 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.
How to Start a Return
1. Email info@ohrosefashion.com with your order number and reason for return.
2. Wait for approval before sending anything back. Returns sent without prior approval will not be accepted.
3. Follow the return address and packaging instructions provided by our team.
4. Package the item securely to prevent damage in transit.
Contact Information
Store Name: OhRose Fashion
Company Name: Raekon Global LLC
Company Number: 2025-001745509
Company Address:
30 N Gould St Ste R
Sheridan, Wyoming 82801
United States
Email: info@ohrosefashion.com
Customer Support Hours:
Monday – Friday: 8:00 AM – 6:00 PM (EST)
Saturday – Sunday: 9:00 AM – 5:00 PM (EST)
We aim to respond to all enquiries within 24 hours.