Returns & Refund Policy
Returns & Refund Policy
Last updated: March 2025
At OURYE, your satisfaction is our priority. If for any reason you are not completely happy with your purchase, we offer a straightforward returns and refund process in accordance with UK consumer rights law and EU Directive 2011/83/EU on consumer rights.
1. Returns Window
You have 14 days from the date you receive your order to request a return. This applies to all items purchased from OURYE, whether full-price or sale items. Returns requested after 14 days from delivery will not be accepted, except where the item is faulty or not as described.
2. Eligibility for Return
To be eligible for a return, items must meet all of the following conditions:
- The item must be in its original, unworn, and unwashed condition
- All original tags and labels must be attached and intact
- The item must be returned in its original packaging where possible
- The item must not have been altered, customised, or damaged by the customer
- Proof of purchase (order confirmation email or order number) must be provided
Non-returnable items include:
- Underwear, swimwear, and hosiery (for hygiene reasons)
- Personalised or custom-made items
- Items marked as final sale at the time of purchase
- Gift cards
3. How to Initiate a Return
- Contact our customer service team at Contact@ourye.com or call +44 7888 396 115
- Include your order number, the item(s) you wish to return, and the reason for return
- Our team will respond within 1–2 business days with a returns authorisation and instructions
- Pack the item securely and return it to the address provided
- We recommend using a tracked return service, as OURYE cannot be held responsible for items lost in transit
4. Return Shipping Costs
- Faulty or incorrect items: OURYE will cover the return shipping cost in full and provide a prepaid return label
- Change of mind returns: The customer is responsible for return shipping costs
- UK returns: We recommend Royal Mail Tracked 48 or a similar tracked service
- EU returns: Please use a tracked international service; customs declarations must state "Returned Goods"
5. Refund Processing
Once your returned item has been received and inspected (typically within 1–3 business days of receipt), we will notify you by email of the outcome of your return.
If approved, your refund will be processed within 10 business days from the date we receive your return. Refunds will be issued to the original payment method used at checkout:
- Credit/Debit Card refunds: 3–10 business days (depending on your bank)
- PayPal refunds: 3–5 business days
- Other payment methods: 5–10 business days
Please note that original shipping costs are non-refundable, except in cases where the item is faulty or incorrect.
6. Exchanges
We currently do not offer direct exchanges. If you wish to exchange an item for a different size or colour, please return the original item for a refund and place a new order for your preferred item. This ensures the fastest processing time.
7. Faulty or Incorrect Items
If you receive an item that is faulty, damaged, or different from what you ordered, please contact us immediately at Contact@ourye.com with:
- Your order number
- A clear photograph of the fault or incorrect item
- A brief description of the issue
We will resolve the issue as quickly as possible, either by sending a replacement, offering a full refund, or providing store credit — at your choice.
8. Your Statutory Rights
Nothing in this policy affects your statutory rights under UK consumer law. Under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, you are entitled to cancel your order within 14 days for any reason and receive a full refund, including standard delivery costs. OURYE fully supports and upholds these rights.
9. Contact Us
- Email: Contact@ourye.com
- Phone: +44 7888 396 115
- Address: OURYE Ltd, 7175 Shelton Street, London, WC2H 9JQ, United Kingdom
- Hours: Monday – Friday, 9:00 AM – 6:00 PM GMT