Returns & Exchanges

We hope you are happy with your Olqessa purchase. If your item is not quite right, please review the return and exchange information below.

Last updated: July 15, 2026

30-Day Return Policy

Olqessa offers a 30-day return period. You may request a return within 30 days after your order has been delivered.

To qualify for a standard return, the item must be:

• Unworn, except for reasonable fitting and inspection.
• Unwashed, unaltered and unused.
• Free from stains, makeup, perfume, deodorant and other marks.
• Returned with its original tags and packaging where possible.
• In a condition suitable for resale.

Items showing excessive wear, damage or handling beyond what is reasonably necessary to inspect their fit and features may not qualify for a full refund, subject to applicable consumer law.

How to Request a Return

Before returning an item, please contact our customer support team at:

mandipdhanjal@olqessa.shop

Please include:

• Your full name.
• Your order number.
• The item you wish to return.
• The reason for the return.
• Photographs if the item is damaged, faulty or incorrect.

Our customer support team will review your request and provide the correct return instructions and return address.

Please do not return an item to the address printed on the original parcel or to our business contact address unless our support team has specifically confirmed that address for your return.

Returning Your Item

After receiving return instructions, package the item securely and send it to the return address provided by our customer support team.

We recommend using a tracked shipping service and keeping your shipping receipt and tracking number until the return has been completed.

Olqessa cannot accept responsibility for a return parcel that is lost before reaching the designated return location.

Return Shipping Costs

For a standard return caused by a change of mind, incorrect size selection or personal preference, the customer is normally responsible for the return shipping cost.

Return shipping costs are not normally refundable unless the product is faulty, damaged, incorrectly supplied or applicable law requires otherwise.

If we confirm that an item is faulty, damaged or incorrect, we will provide appropriate instructions and cover or reimburse reasonable return shipping costs where required.

Exchanges

Exchanges for a different size or colour may be available, subject to stock availability.

Please contact us before returning the item and tell us which replacement size or colour you require.

Replacement stock cannot be guaranteed or reserved while your return is in transit.

If the requested replacement is unavailable, we may offer another option or issue an eligible refund.

For the fastest replacement, you may place a new order for the required item and return the original item separately for a refund.

Return Inspection

Returned items will be inspected after they arrive at the designated return location.

We will email you when the return has been received and inform you whether the refund or exchange has been approved.

If an item does not meet the return conditions, we may contact you for further information or reduce the refund to reflect any loss in value where permitted by law.

Refunds

Approved refunds will be issued to the original payment method used for the order.

Refunds cannot normally be sent to a different card, bank account or payment method.

After a refund has been issued, your bank, card provider or payment service may require additional processing time before the funds appear in your account.

Original Shipping Charges

If you return only part of an order, the original delivery charge is normally not refundable.

If you validly cancel an entire eligible online order under applicable consumer law, we will refund the cost of our least expensive standard delivery option where required.

Additional charges paid for express, upgraded or premium delivery are not normally refundable beyond the cost of standard delivery.

Faulty, Damaged or Incorrect Items

Please inspect your order shortly after delivery.

If an item arrives faulty, damaged or different from the item ordered, contact us as soon as possible.

Please provide:

• Your order number.
• A photograph of the complete item.
• Clear photographs showing the fault or damage.
• A photograph of the original packaging.
• A photograph of the parcel shipping label.

After reviewing the information, we may provide a repair, replacement, refund, price reduction or another appropriate remedy based on the circumstances and applicable consumer law.

Items That Cannot Normally Be Returned

Subject to applicable consumer rights, standard returns may not be accepted for:

• Personalised, customised or made-to-order products.
• Gift cards.
• Sealed hygiene-sensitive products after the protective seal has been removed.
• Items that have been worn, washed, altered or damaged after delivery.
• Items with missing tags or essential protective components.
• Items marked by makeup, perfume, deodorant, stains or other substances.

These exclusions do not remove your rights where an item is faulty, damaged, incorrectly supplied or not as described.

Sale and Promotional Items

Sale and promotional items may be returned when they meet the same return conditions and are returned within the applicable return period.

Any approved refund will be based on the amount actually paid after discounts, rather than the original retail price.

Order Cancellations

Contact us as soon as possible if you wish to cancel an order.

We may be able to cancel the order before it has been processed for shipment.

Once an order has shipped, it cannot normally be cancelled through our fulfilment system. You may need to wait for delivery and follow the applicable return procedure.

UK Online Purchase Cancellation Rights

Where UK consumer law applies, you normally have the right to notify us that you wish to cancel an eligible online purchase within 14 days after receiving the goods, without providing a reason.

After notifying us of the cancellation, you should return the goods within a further 14 days.

You may inspect the goods in the same way that you reasonably could in a physical store.

A refund may be reduced if handling beyond reasonable inspection has reduced the value of the goods.

Certain products may be excluded from cancellation rights, including personalised products and sealed hygiene-sensitive goods after the seal has been removed.

Faulty Goods and Statutory Rights

Products must be of satisfactory quality, fit for their intended purpose and consistent with their description.

Where UK consumer law applies, customers may have a 30-day short-term right to reject goods that are faulty or do not conform to the contract.

Additional rights to a repair, replacement, price reduction or final rejection may apply depending on the circumstances.

Nothing in this policy excludes or limits any mandatory consumer right available under applicable law.

International Returns

International customers must use the return instructions and return address provided by our customer support team.

Customers are normally responsible for international return shipping costs for change-of-mind returns.

Customs duties, import taxes and handling charges originally paid to local authorities are not controlled by Olqessa and may need to be reclaimed directly from the relevant authority.

Contact Us

For return, exchange or refund assistance, contact:

Olqessa
9 River Way
Twickenham, England
TW2 5JP
United Kingdom

Email: mandipdhanjal@olqessa.shop

Please include your full name and order number. We aim to reply within 1 business day.