RETURN & REFUNDS

Returns policy

We accept returns within 14 days, starting from the day your order was delivered.

Returned items must comply with our returns policy:

  • Items must be returned unworn, undamaged and unused, with all tags attached and the original packaging included
  • Final sale items cannot be returned unless the item arrives damaged or faulty when delivered to you
  • Footwear and accessories must be returned with the original branded boxes and dust bags, where provided, and placed inside a protective box when returned
  • When trying on footwear, please do not mark the soles or damage the shoe box
  • If an item has a Over Frame tag attached, it must be returned with the tag in its original position
  • Hosiery, lingerie and swimwear items must be returned with the hygiene seals attached and in unopened and undamaged packaging, where applicable
  • Lingerie and swimwear must only be tried on over your own undergarments. We will not accept any returns that have been worn or are soiled
  • Due to the nature of face masks, we will not be able to accept returns unless the item is damaged or faulty when delivered to you
  • Jewellery must be returned in the same condition it arrived in, including all branded packaging and documents provided with it

 

Please be careful when trying on your purchases and return them in the same condition you received them. Any returns that do not meet our policy will not be accepted.

To create a better shopping experience for our customers, we offer a flexible returns policy. We monitor the number of returns and reserve the right to close your Over Frame account or restrict future orders if your return behaviour is in breach of our Returns Policy.

 

How to return

As part of our commitment to reducing our environmental impact, our return instructions are paper free. This benefits our customers, our people and our planet.

When returning your items, please include any accessories, branded boxes or cases that came with your order, in the reusable Over Frame packaging. If anything is damaged or missing from your return, you may not receive your refund.

Whether you arrange a collection or drop off your return, you’ll need to do this from the country or region you ordered to.

 

Prepare your return

  1. Place the item inside the Over Frame packaging - don't forget any brand boxes, dust bags, or cases
  2. Attach your Return Label to the outside of the Over Frame packaging.
  3. If you received a Return Note with your order, attach it to the outside of your package
  4. Make a note of the track number of your return

When your package is collected or dropped off, make sure you ask the courier to scan the label so you can track your return.

 

Refunds

Once your return has been received by our brand or partner boutique, it can take up to 6 calendar days to process. When your return has been accepted, your refund will be processed to your original payment method, excluding any delivery costs. Refunds can take up to 14 days to show in your account, depending on your payment provider.

We will email your return tracking once it been processed.

 

Faulty items

If you receive an item in a flawed or damaged condition, or if it doesn’t quite match the description on our website, contact our customer service team as soon as possible. 

We'll arrange a return and process a full refund for the faulty item.