Refund policy

Refund & Returns Policy

At Odelle London, we want you to love what you order. This policy explains your legal right to cancel an order, our voluntary returns arrangement, and what happens if an item arrives faulty or incorrect. It applies to orders placed with Odelle London for delivery within the United Kingdom and internationally, and it sits alongside (and does not reduce) your statutory rights as a consumer.

Your Statutory Right to Cancel (14 Days)

If you are a consumer shopping from within the UK, you have a legal right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This right applies for 14 days, starting the day after the day you (or someone you nominate) receive your goods. If your order is delivered in several parcels, the cancellation period runs from the day after you receive the last item.

To cancel under this right, you simply need to tell us clearly that you wish to cancel before the 14-day period ends. You can do this by emailing support@odellelondon.com with your order number, or by using the model cancellation wording below. You do not need to give a reason.

Model cancellation notice (copy, complete and send to support@odellelondon.com):

"I/We hereby give notice that I/We cancel my/our contract of sale for the following goods: [description of goods], ordered on [order date] and received on [delivery date]. Name: [your name]. Address: [your address]. Order number: [order number]."

Once you have told us you are cancelling, you must return the goods to us without undue delay and in any event within 14 days of telling us. Where you cancel under this statutory right, we will refund the price you paid for the goods and the standard cost of delivering them to you (we will not refund any premium or express delivery charge you may have chosen instead of our standard option). We will process this refund within 14 days of the earlier of: (a) the date we receive the returned goods, or (b) the date you provide evidence that you have sent the goods back. Unless we agree otherwise, refunds are made to the original payment method. You are responsible for the cost of returning the goods to us, and for their condition while in transit back to us; we may make a deduction if the value of the goods has been reduced by handling beyond what is necessary to establish their nature and condition.

Our Voluntary 30-Day Returns Policy

In addition to your statutory cancellation right, we offer a voluntary returns window of 30 days from the date of delivery. To be eligible, items must be unworn, unwashed, undamaged, and returned with all original tags and packaging intact. This gives you extra time beyond the statutory 14 days to decide whether an item is right for you.

Return postage under this voluntary 30-day policy is at your own cost, unless the item is faulty or we sent you the wrong item, in which case we will cover reasonable return postage. Refunds are issued to your original payment method within 14 days of us receiving and inspecting your return.

Items That Cannot Be Returned

For hygiene reasons, swimwear and lingerie cannot be returned or exchanged once the hygiene seal or tags have been removed, unless the item is faulty, damaged, or not as described. This exclusion does not affect your statutory rights in relation to faulty goods.

Faulty or Misdescribed Goods

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015. If an item is faulty, not of satisfactory quality, not fit for purpose, or does not match its description, you may be entitled to a repair, replacement, price reduction, or refund, depending on how long you have owned the item and whether an earlier repair or replacement has already been attempted. Please contact us at support@odellelondon.com with your order number and photographs of the fault so we can assess your options quickly. Where an item is confirmed faulty or incorrect, we will cover the cost of return postage.

How to Return an Item

  1. Email support@odellelondon.com within 30 days of delivery, quoting your order number and the item(s) you wish to return.
  2. We will confirm whether your return is eligible and provide return instructions and, where applicable, a returns address.
  3. Pack the item(s) securely with tags attached, including a note of your order number.
  4. Send the parcel using a tracked service and keep proof of postage until your refund is confirmed.
  5. Once we receive and inspect your return, we will email you to confirm your refund, which will be processed within 14 days of receipt.

Exchanges

We are happy to offer exchanges for a different size or colour, subject to stock availability. To request an exchange, follow the returns process above and let us know the item and size you would like instead. If the replacement item is unavailable, we will offer a refund instead. Exchanges are usually dispatched within 1–2 working days of us receiving your original item.

Contact Us

If you have any questions about returns, cancellations, or refunds, please contact our support team at support@odellelondon.com. We aim to reply within 12–24 hours on business days, Monday to Friday, 9:00–17:00 GMT. Our correspondence address is 71-75 Shelton Street, London WC2H 9JQ, United Kingdom.