Refund policy

Return and Refund Policy

We want you to be happy with your purchase. If you change your mind, you may request a return within 14 days of receiving your order. Once your return request has been accepted, you will have a further 14 days to send the item back to us.

To be eligible for a return, items should be returned unused, unworn and in their original condition and packaging. You will also need your receipt or proof of purchase.

To start a return, please contact us at ohstudiouk@gmail.com before sending your item back. Return instructions and the return address will be provided once your request has been accepted. Items sent back without first requesting a return may not be accepted.

Unless the item is faulty, damaged or incorrect, customers are responsible for return postage costs.

You can always contact us with any return questions at ohstudiouk@gmail.com.

Damages and Issues

Please inspect your order when it arrives and contact us as soon as possible if your item is defective, damaged, or if you receive the wrong item. We will assess the issue and work with you to make it right.

Exceptions and Non-Returnable Items

Custom-made, personalised or made-to-order items created specifically to a customer’s requirements cannot be returned unless they are faulty or damaged.

For hygiene reasons, earrings for pierced ears may not be eligible for return once their sealed packaging has been opened or the hygiene seal has been removed, unless the item is faulty.

Please contact us if you have any questions about whether your specific item is eligible for return.

Gift cards cannot be returned.

Exchanges

If you would like a different item, please contact us. The simplest way to exchange an eligible product is usually to return the original item and place a new order once the return has been accepted.

UK and European Union Cancellation Rights

Where applicable under UK or European Union consumer law, customers have the right to cancel an eligible online purchase within 14 days of receiving the goods without giving a reason. After notifying us of the cancellation, the goods must be returned within the applicable legal timeframe.

Certain exceptions apply, including personalised or custom-made products and sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.

These statutory rights are not affected by this policy.

Refunds

We will notify you once we have received and inspected your return and let you know whether the refund has been approved.

If approved, the refund will be issued to your original payment method. Please remember that it may take additional time for your bank or credit card provider to process the refund.

Where required by applicable consumer law, eligible standard delivery charges will also be refunded. Additional delivery costs resulting from choosing a more expensive delivery method than our standard delivery option are not refundable.

If you have not received an approved refund within 15 business days, please contact us at ohstudiouk@gmail.com.