To confirm we have received your order successfully, you will receive a confirmation email. If for any reason you do not receive an email, please: 

• Check your spam & junk (or promotional) email folder in case this has automatically filtered through here
  
  

Email us straight away with your full name and order number at info@ohrose.uk as we may have an incorrect email address for you. 

Can I change my customer information? 

If you have realised any customer information (email address, phone number and name) is incorrect, please contact us immediately at info@ohrose.uk so we can update this on your order.

Can I change the shipping address of my order?

If you have mistakenly checked out with an incorrect address, please contact us urgently at info@ohrose.uk with your correct shipping address so we can update this immediately and complete your order with no delays. 

Please note, we cannot guarantee any changes can be made if the order has already been shipped. 

Can I make changes to my order?

If you need to make a change to your order (the product and sizes purchased), please contact us immediately via email at info@ohrose.uk with your change requests. Please note, we cannot make any changes to the shipping option or original payment method chosen. 

ohrose's warehouse and dispatch team are super fast in processing orders to ensure all parcels are received on time. Please note, we cannot guarantee any changes can be made if your order has already been shipped. 

Can I cancel my order?

If you wish to cancel your order, please get in contact with us immediately via email at info@ohrose.uk. 

Please note, ohrose's warehouse and dispatch team are super fast in processing orders to ensure all parcels are received on time. In the event your order is dispatched before our customer care team can action your cancellation request, no changes will be made. 

If an in-stock item is purchased with a pre-order item, the entire order will be placed on hold and shipped out together, once the pre-order item has arrived at our warehouse. We recommend making separate orders if you are wanting in stock items to be shipped immediately. 

Please note, Pre-orders cannot be canceled once made. 

Any orders returned back to our warehouse as undeliverable will receive an automatic credit note for the value of the items purchased, excluding original shipping costs. This will allow you to make a new order with us. 

To find out why your order was returned back to us, please contact the shipping company directly with your tracking number. This is often due to invalid or missing address details.

We are so sorry to hear you have received a faulty or incorrect item in your order.

Please send us an email at info@ohrose.uk PRIOR to sending your item back, with photos of the faulty/incorrect item and your order number within 5 days of receiving the package, so we can assess this for you and provide next steps. 

Please note, you will not be reimbursed return fees if our support team has not advised you via email, prior to returning the faulty package. 

When will my order be shipped?

Due to high volume of recent orders, please allow up to 48hrs for your parcel to be dispatched from our warehouse. Your delivery time frame below will begin once your order has been dispatched & you've received a tracking number.


Any orders made over the weekend or on a NSW Public Holiday, will be dispatched within 48hrs from the next business day. Keep a lookout for your tracking number that will be sent to the email entered at checkout once your order has been shipped out. 

Please note, estimated shipping/delivery timeframes will apply after dispatch. 

Customers can be charged for buying & importing products into their country. 

In the event that an international shipment attracts customer duties and taxes, the customer will be required to pay the customs, duties and taxes on the order.

Please note, ohrose does not collect or handle any tax charges or fees, and therefore cannot predict which orders these fees will apply to. 

Please kindly note that if you decline to pay your countries custom fees, the parcel will be returned back to our warehouse and a store credit will be issued. Any fees charged to ohrose for the return shipment will be deducted from your credit note.

Most orders will require a signature on delivery. Your package may be delayed if your delivery address is unattended at the time of delivery. If you are not present at the time of your order’s delivery, most courier services will leave a calling card. 

Australian customers: Your order will be redirected to your local post office for collection. Please present your Photo ID when collecting your order. 

International customers: Please contact DHL in your country to reschedule re-delivery for when you are available to collect.

Returns Policy

• All items must be returned within 14 days from purchasing your order.
• All returns will automatically be issued a ohrose Store Credit (This will allow you to easily purchase an alternative item or the same item in a different size).
• Items marked with FINAL SALE message cannot be returned unless faulty.
• We do not offer refunds for change of mind or incorrect sizing.
• Customers who have received product/s with a manufacturing fault or incorrectly are entitled to a full refund.
• You will receive your refund in the original form of payment.
• It is the customer’s responsibility to pay all freight charges to return the item.
• Unfortunately, we do not credit note or refund original shipping charges.
  
  

Condition of Return

Please take care when trying on any products: 

All Garment/s must be returned: 

• Unworn & unwashed, 
• With all original tags still attached,
• In all correct & original packaging, 
• No smell of perfume, deodorant or washing powder. 
  
  

All shoes must be returned in the original shoe box (as it was delivered to you) & must be tried on indoors/ soft floor (no scuff marks) 

Can I exchange an item?

A Store Credit will be issued, so you can re-purchase a new item.

Please note that we will deduct £5.00 from the refund amount to cover the processing and handling costs associated with the return, as per our standard policy on refunds.

If you need an urgent exchange, we would highly recommend that you purchase the replacement size prior to sending back the return, and we will issue you with a Store Credit, once we receive your unwanted item. (As we do NOT hold items nor exchange, while your item is being sent back).

All SALE Items CANNOT be returned as they are final sale purchases (this excludes any full priced items purchased with a discount code or sale period) 

For safety & hygiene purposes, the following categories can not be returned: 

• Accessories
• Lingerie
• Swimwear (without a hygiene sticker) 
• Bodysuits 
  
  

Please note, all Items that do not comply with our Returns Policy will be returned to sender.

Can I return a sale item? 

Unfortunately, all sale item purchases are final. These items cannot be exchanged or returned, unless faulty. Sale items are classified as any items under the sale section tab on our website.

We are so sorry to hear you have received a faulty or incorrect item. 

Please contact us here within 5 days of receiving your order, with photos of the faulty/incorrect item and your order number so we can assess this for you immediately and provide next steps. 

Please note, if you return a faulty order without contacting us prior, no reimbursement will be made. 

An item is considered faulty when it does not conform to the quality standards expected based on the product description and our quality checks. The following situations typically qualify as faults:

1. Manufacturing Defects: Items that have noticeable defects, such as broken seams, missing buttons, or significant fabric flaws that occurred during the manufacturing process.
2. Incorrect Item Received: If the item you received differs from what you ordered (e.g., wrong size, color, or style).
3. Functional Issues: Products that do not perform as intended (e.g., a garment that cannot be worn due to a design flaw or damage).
4. Damaged Upon Arrival: If the item arrives damaged due to poor packaging or mishandling during transit.

Note: Minor imperfections, such as small loose threads, slight color variations, or minor marks, do not typically constitute a fault, as these can occur during the manufacturing process and do not affect the overall usability of the product.

If you believe your item is faulty based on the criteria above, please contact our customer support team with your order details and any relevant images. We are committed to resolving any issues promptly.

Depending on the service & country you’re returning your item(s) with, it can usually take up to 21 working days (excluding weekends & public holidays) to be delivered and processed by our returns team.

• If you're eligible for a refund (i.e. you've received a faulty item), your refund will be issued to the same method of payment used to create the order.
• For payment made with both credit card and gift card/store credit, the return will be applied to the gift card/store credit first.
• Please do not email regarding the arrival of your return, unless it has been 15 days from receiving your return.
• You will be informed via the email address that you provided for your order, when this transaction is complete.
• Store Credit will be issued via Email and in the form of a code & remain valid for 6 months upon receiving email. 
• Any returns processed through our overseas return hub, will receive a store credit in advance. 
  
  

Note: Ohrose does not operate on Public Holidays, all returns will be processed the following working day.

Late returns & Processing Fees

Returns received later than 30 days from Purchase date, a £5.00 processing fee will be deducted from your Store Credit Note.

Returns received later than 35 days, will not be accepted & will be returned to the customer. 

In extenuating circumstances, please contact us via email at info@ohrose.uk if you have exceeded your return timeframe. 

When your return has been processed, you will receive a store credit for the value of your returned items in line with our return policy. 

Please note, your personal agreement with Afterpay still stands and you will be required to pay off any scheduled repayments. 

Shipping costs are non-refundable unless the return is due to an error on our part (for example, if you received an incorrect or defective item). Please note that this policy applies only to non-sale items. If your return is approved due to our error, we will refund the shipping costs along with the purchase price of the item.