FAQ
Frequently Asked Questions
Can't find what you're looking for? Contact us at Contact@ourye.com or call +44 7888 396115.
Shipping
Where do you ship?
We ship to all EU member states plus the United Kingdom, Switzerland, and Norway. You can see the full list of eligible countries at checkout.
How much does shipping cost?
Standard shipping is €5.99 for orders under €50. Orders of €50 or more qualify for free shipping.
How long does delivery take?
Orders are processed within 1–3 business days. After dispatch, delivery typically takes 3–6 business days, depending on your location and the carrier. Please note these are estimates, not guarantees.
Will I receive a tracking number?
Yes, where available. You'll receive a tracking number in your dispatch confirmation email.
Do I have to pay customs or import duties?
Orders within the EU include VAT at checkout. For Switzerland and Norway, local import duties and taxes may apply and are the responsibility of the recipient. See our Shipping Policy for details.
Returns & Refunds
What is your return policy?
You have 14 days from the date you receive your order to return eligible items. Items must be unworn, unwashed, and in their original condition with tags attached. See our full Refund & Returns Policy.
How do I start a return?
Email us at Contact@ourye.com with your order number, the item(s) you want to return, and the reason. We'll send you return instructions.
Who pays for return shipping?
For standard returns, the customer pays return shipping. If the item is faulty, defective, or incorrect, we cover the return shipping cost.
How long does a refund take?
Refunds are processed within 10 business days after we receive and inspect your return. The refund is issued to your original payment method. Please allow additional time for your bank to process it.
Can I exchange an item?
We don't process direct exchanges. Please return the original item for a refund and place a new order for the item you'd like instead.
What if I received a damaged or wrong item?
Contact us within 14 days of delivery at Contact@ourye.com with your order number, a description of the issue, and photos. We'll arrange a replacement or refund.
Payment
What payment methods do you accept?
We accept major credit and debit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, Google Pay, and other methods shown at checkout. All payments are processed securely by our payment provider.
Is my payment information secure?
Yes. All transactions are encrypted using SSL/TLS technology. We do not store your full card details — payment processing is handled by our PCI-compliant payment provider.
Are prices inclusive of VAT?
Yes, prices for EU customers include VAT. For customers in Switzerland and Norway, local taxes may apply at import.
Sizing
How do I find my size?
Each product page includes a size guide with measurements. If you're between sizes, we generally recommend sizing up for a more comfortable fit. If you're unsure, email us at Contact@ourye.com and we'll help you choose.
Do your sizes run true to size?
Our sizes are based on standard European sizing. Individual fit may vary by brand and style — always check the size chart on the product page.
Account & Orders
Do I need an account to order?
No. You can check out as a guest. Creating an account lets you track orders, save your address, and manage your wishlist.
How can I track my order?
After your order is dispatched, you'll receive an email with a tracking number. Use it on the carrier's website to follow your delivery.
Can I cancel or change my order?
Once an order is placed, we begin processing it quickly. If you need to cancel or change your order, contact us as soon as possible at Contact@ourye.com. We'll do our best, but we cannot guarantee changes after processing has started.
General
Where is OURYE based?
OURYE is a brand by Risaro GROUP, based in London, United Kingdom. We operate exclusively online, serving customers across Europe.
How can I contact you?
Email: Contact@ourye.com · Phone: +44 7888 396115. We aim to respond within 24 hours on business days.
Do you have a physical store?
No, OURYE is an online-only store. This allows us to keep prices accessible while offering a wide selection.
See also: Shipping Policy · Refund & Returns Policy · Terms of Service · Privacy Policy · About OURYE