Ohpolny Customer Service Policy

At Ohpolny, we strive to provide a seamless and supportive shopping experience that matches the quality of our London-designed womenswear. This policy outlines our commitment to your satisfaction, from pre-purchase questions to post-delivery support—ensuring you feel confident every step of the way.

1. Returns & Exchanges

We want you to love your Ohpolny pieces as much as we do. If an item doesn’t meet your expectations, we offer 30 days from the date of delivery to initiate a return or exchange, subject to the following conditions:

• Items must be in their original, unused condition (unworn, unwashed, with all tags and original packaging intact).
• Final sale items (marked “Final Sale” on the product page) are not eligible for returns or exchanges.
• For returns: Once we receive and inspect your item, we’ll process a refund to your original payment method within 5–7 business days. Refund timelines may vary based on your bank or payment provider.
• For exchanges: We’ll ship your requested size (if in stock) at no additional cost. If the size is unavailable, we’ll offer a full refund or store credit.

To start a return or exchange, contact our team at [email protected] with your order number, item name, and reason for the request—we’ll guide you through the process.

2. Order Inquiries & Tracking

• Order Confirmation: You’ll receive an email confirmation within 1 hour of placing your order. If you don’t see it, check your spam folder or contact us to verify your order status.
• Tracking Information: Once your order ships (typically 2–3 business days for in-stock items), we’ll send a tracking link to your email. You can use this link to monitor your package’s delivery progress.
• Delayed or Missing Orders: If your order is delayed beyond the estimated delivery time (5–7 business days for UK orders, 7–14 days for international orders) or appears missing, please reach out to us immediately. We’ll work with our shipping partners to locate your package or arrange a replacement/refund.

3. Sizing & Product Questions

We understand that finding the perfect fit is key to loving your Ohpolny garment. Our product pages include detailed size guides (with measurements for bust, waist, hips, and length) to help you choose the right size. If you need additional guidance—whether about fabric care, color variations, or design details—our team is here to help. Email us at [email protected] with your questions, and we’ll respond within 24 business hours.

4. Damaged or Defective Items

We take great care to ensure every Ohpolny piece leaves our warehouse in perfect condition. If you receive a damaged or defective item (e.g., faulty stitching, fabric imperfections), please contact us within 7 days of delivery with:

• Your order number
• Photos of the damage/defect
• A brief description of the issue

We’ll arrange a free return and send you a replacement (if in stock) or issue a full refund—no additional cost to you.

5. Contacting Our Customer Service Team

Our team is dedicated to supporting you Monday–Friday, 9:00 AM–5:00 PM GMT. You can reach us via:

• Email: [email protected] (our preferred method—we respond to all emails within 24 business hours)
• Follow-Up: If you don’t receive a response within 24 hours, please resend your email or check your spam folder—sometimes messages are filtered unintentionally.

At Ohpolny, your satisfaction is our priority. We’re committed to resolving any issues promptly and ensuring your shopping experience reflects the care and attention we put into every garment.