Returns Policy

Oh La La Shop Ltd Returns & Exchange Policy

We want you to be absolutely delighted with your purchase from Oh La La Shop. If for any reason you are not satisfied, we offer a dynamic, clear, and easy returns process, in line with your statutory rights.  Please read our conditions below, which clearly differentiate between 'Change of Mind' returns and returns for 'Faulty/Incorrect' items.

1. Our Standard Return Window

You have 30 calendar days from the day you receive your order to initiate a return for a refund or exchange. Any purchases made between November 1st and December 31st will have an extended return window until January 31st of the following year.

2. Condition of Items (Change of Mind Returns)

For all returns where you have simply changed your mind, items must meet the following strict conditions:

• Packaging must be in the original, unopened, and sealed manufacturers packaging.
• Seals and original labels, security seals, and tags must be fully attached and unbroken.
• Items must in entirely unused and unworn.
• You must include the original invoice or a copy and enclose it in the return.
• A completed returns form must be filled in (see section 4).

3. Faulty, Damaged, or Incorrect Items (Statutory Rights)

If your item is faulty, defective, damaged in transit, or you received an incorrect item, we will immediately rectify the issue.  This does not affect your legal statutory rights.  Free Returns: We will. cover all return postage costs for items deemed faulty or incorrect.  Resolution: Upon inspection, we will offer a full refund, an exchange for the correct product, or a replacement.  Timeframe: Please notify us of any faults or incorrect items within 7 days of receipt for the fastest resolution.

4. How to Initiate a Return (Our Streamlined Process)

To ensure a quick and accurate process, please follow these steps:

• Online Request:  Do not simply post the item back.  Log into your account on our website and use our Online Returns Portal to generate a Return Merchandise Authorisation (RMA) number. This ensures all the necessary details are captured immediately.  

• Prepare the Parcel:  Securely package the item(s), ensuring they are protected for transit.  Include Documentation: Print and include the RMA document (or the original invoice with the RMA number written clearly) inside the package.

• Send: Post the package to the address provided during the RMA process. Important Shipping Note: For 'Change of Mind' returns, you are responsible for the return postage cost.  We strongly recommend using a tracked and insured service, as Oh La La Shop Ltd cannot be held liable for items lost or damaged in return transit.  We will not be able to process a refund without a valid RMA number or proof of purchase.

5. Refunds and Exchanges:

Refund Processing: Once your return is received and inspected (which can take up to 3 working days), we will process your refund:

• Timing: Please allow 3-5 working days for the funds to appear back in your account, Once the refund has been Processed.

• We will notify you by email when the refund is complete.

• Original Delivery Fee: We will only refund the original standard outbound delivery charge if the entire order is returned for a "Change of Mind" (and meets all conditions) or if the item was faculty/incorrect.  Express or premium delivery costs will not be refunded.

6. Payment Method and Administration Fees

PayPal Fee Clarity: We aim to absorb administrative costs where possible.  However, if your original purchase was made via PayPal you will be refunded the full purchase amount minus a small fixed administration fee if PayPal applies one during the refund process. Please contact us prior to returning if you are concerned about the exact amount.  For purchases made via credit/debit card, no administration fee will apply.

7. Exchanges

If you requested an exchange for a different size or colour (and the item is in non-hygiene category), we will process and dispatch the replacement item free of charge (standard shipping) once your original item has been received and inspected.  If the requested exchange item is out of stock, we will issue a full refund immediately.