Refund policy

ONELORA Return and Refund Policy

We offer a 14-day return period. You have 14 days after receiving your item to request a return.

Your UK cancellation rights
If you are a UK consumer buying online, you may cancel your order for any reason by notifying us within 14 days after receiving it. You then have a further 14 days to return the item. These statutory rights are in addition to our 30-day return policy.

Return conditions
Items must be returned unworn, unused and undamaged, with original tags and packaging, together with proof of purchase. You may inspect and try on an item as you would in a shop.

Starting a return
Email jurgilas.edgaras@gmail.com with your order number and the item you wish to return. Do not send an item back before receiving return instructions. Products are fulfilled from different warehouses, so we will provide the correct return address after approving the request.

Return shipping
For a change-of-mind return, the customer is responsible for return shipping. If an item is faulty, damaged or incorrect, ONELORA will cover reasonable return costs. Where required by UK law, we will also refund the standard outbound delivery charge for a cancelled order.

Exceptions
Personalised or made-to-order products cannot be returned unless faulty. For hygiene reasons, underwear and socks cannot be returned after their sealed packaging has been opened. Gift cards cannot be returned. Your legal rights for faulty or misdescribed goods are not affected.

Damaged, faulty or incorrect items
Inspect your order when it arrives and contact us promptly if it is damaged, defective or incorrect. Include your order number and clear photographs so we can resolve the issue.

Exchanges
Exchanges are handled as a return followed by a new order.

Refunds
We will confirm when the return has been received and inspected. Approved refunds are sent to the original payment method within 14 days of receiving the returned item. Hertwill normally processes refunds within 3–7 business days; your bank may take additional time to display the credit.

Contact: jurgilas.edgaras@gmail.com