Refund policy

This Return & Refund Policy (“Policy”) applies to all purchases made through the website www.oohbespoke.co.uk (“Website”) operated by Ooh Bespoke (“we”, “us”, or “our”). By placing an order through our Website, you agree to the terms set out in this Policy.

1. Personalised Items

1.1 All personalised, custom-made, or made-to-order products are non-returnable and non-refundable.

1.2 Once a personalised order has been confirmed and production has commenced, no changes, cancellations, or refunds can be accepted.

1.3 Exceptions will only be made in cases where:

• The product is defective or damaged upon receipt; or
• An error has occurred on our part (e.g., incorrect name, date, or design).

1.4 In such cases, you must notify us in writing within 3 days of receipt by emailing sales@oohbespoke.co.uk and providing clear photographs and a description of the issue. We reserve the right to assess the claim before determining eligibility for a replacement or refund.

2. Non-Personalised Items

2.1 Returns or exchanges are accepted for non-personalised products within 14 days of delivery, provided that:

• The item is unused, unwashed, and in its original condition and packaging; and
• Proof of purchase is provided.

2.2 To initiate a return, please contact us at sales@oohbespoke.co.uk with your order number and reason for return.

2.3 Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.

2.4 We recommend that all returns be sent via a tracked and insured delivery service. We accept no responsibility for returned items lost or damaged in transit.

 

3. Refunds

 

3.1 Once a returned item is received and inspected, we will notify you of the approval or rejection of your refund.

3.2 Approved refunds will be processed within 5–10 business days to the original method of payment.

3.3 Shipping costs, including original delivery charges, are non-refundable, except where the return is due to our error or a defective item.

 

 

4. Damaged or Defective Items

 

4.1 If you receive a damaged or defective product, you must contact us within 3 days of delivery at sales@oohbespoke.co.uk with clear photographic evidence of the damage or defect.

4.2 Upon verification, we will arrange a replacement or refund, as appropriate, at no additional cost to you.

 

5. Contact Information

 

If you have any questions or concerns regarding this Policy, please contact us at:

📧 sales@oohbespoke.co.uk

🕓 Customer Service Hours: 9:30 AM – 4:30 PM