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Shipping /Exchange Policy

STORE POLICIES

By accessing or using this website and/or purchasing any products or services, you acknowledge that you have read, understood, and agree to be bound by our Terms & Conditions and Policies. We strongly encourage you to review these before making a purchase.

CUSTOMER CARE

We’re here to help!
If you have any enquiries, please contact us via the contact form or email us at ohsewplush@hotmail.com.

EXCHANGES

We do not offer refunds on purchases. However, we offer exchanges within 14 days of receiving your order.

To exchange an item for a different size:

  • Please place a new order for the desired size.
  • Return your original item to us.
  • Once your return is received, inspected, and approved, we will issue a refund for the returned item (excluding shipping fees).

Please allow 2–3 working days from delivery for your return to be processed and approved.

Exchange Conditions:

  • Items must be unworn and in original condition
  • No signs of wear (including stains, scratches, creases, or odors)

Important:

  • Shipping fees (original and return) are non-refundable
  • A £3.49 return fee will be deducted from your refund to cover processing and handling costs.
  • Customers are responsible for all return and re-shipping costs

NON-RETURNABLE ITEMS

Due to hygiene reasons, the following items cannot be returned or exchanged:

  • Onesies
  • Shorts

These items are considered intimate apparel and cannot be resold once worn.

FINAL SALE ITEMS

The following are final sale and are not eligible for refund or exchange:

  • Discounted items
  • Limited edition items
  • Pre-order items
  • Nostalgic Sleepwear Collection
  • Carnival Collection
  • Favourite Girl Top

RETURNS PROCESSING

Once your return is approved:

  • Refunds are processed within up to 10 working days
  • Funds may take an additional 3–5 working days to appear in your account, depending on your bank

SHIPPING POLICY

Once your order is placed, you will receive a confirmation email.

Order Processing:

  • Orders are processed within 1–2 business days
  • A tracking number will be provided once shipped

Shipping Notes:

  • Please ensure your shipping and billing address is correct before placing your order
  • Shipping fees are non-refundable

Important Shipping Disclaimer:

  • Orders will be shipped to the address provided at checkout
  • If you choose to redirect your parcel to a local pick-up point or alternative location, you do so at your own risk
  • We are not responsible for parcels that go missing, are not collected, or are lost after redirection

Undeliverable Packages:

We are not responsible for orders returned due to incorrect or incomplete addresses.

INTERNATIONAL ORDERS

  • Customers are responsible for customs fees and import duties
  • Please contact your local courier for delivery issues after shipment

PAYMENTS

  • Once payment is made, orders cannot be cancelled
  • Exchanges are available for sizing issues (subject to stock availability)

LOST OR STOLEN PACKAGES

We are not responsible for lost or stolen packages.

If your tracking shows “delivered” but you have not received your parcel, please contact your shipping courier directly.

UNEXPECTED DELAYS

Delays may occur due to:

  • Customs processing
  • Holidays
  • Courier issues

If your order is delayed, please contact us and we will assist where possible.

PRE-ORDERS

Pre-order items take approximately 5–6 weeks to be processed and shipped.

SIZING 

We strongly recommend reviewing the size chart carefully before purchasing.
If you are unsure, please contact us we’re happy to help you find the best fit.