FAQ
When do I need to request a return?
If you wish to return an item, you must contact us first to request a return and obtain return instructions.
How do returns and refunds work?
Customers are responsible for arranging and paying for their own return postage costs unless the item is faulty, incorrect, or not as described.
Original shipping charges are non-refundable.
Once your return has been received and approved, please allow up to 10 working days for your refund to be processed. After processing, refunds may take an additional 3–5 working days to appear in your account, depending on your bank or payment provider.
What condition must items be in to be returned?
Items must be:
• Unworn
• Unwashed
• Free from makeup, perfume, deodorant, stains, odours, and pet hair
• Returned with all original tags and ribbons attached
Returns may be refused if items show signs of wear, damage, alteration, washing, stains, odours, makeup, perfume, deodorant, pet hair, or if tags have been removed.
If a returned item is deemed ineligible for a refund due to being worn, damaged, or otherwise not meeting our return requirements, we reserve the right to reject the return.
In such cases, the item will be returned to the customer at their expense. Return postage must be paid before the item is dispatched back to you.
Please note that, for hygiene reasons, we do not accept returns or exchanges on shorts or other intimate garments.
What items cannot be returned?
We do not accept returns on:
• Shorts and other intimate garments
• Gift cards
• Personalised or custom-made items
How long does it take to process my order?
Orders are typically processed within 24 hours (excluding weekends and bank holidays).
For next working day delivery, orders must be placed before 9:00 AM (UK time) Monday–Friday.
Orders placed after 9:00 AM, on weekends, or on bank holidays will be processed on the next working day and delivered according to the selected shipping service. For example, orders placed on Saturday or Sunday for next working day delivery will be dispatched on Monday and are expected to arrive on Tuesday.
How long does shipping take?
UK Royal Mail Next Day Delivery: 1–2 working days
UK Express Delivery: 2–5 working days
Europe Tracked & Signed: 3–7 working days
International Shipping: 7–10 working days
Please note that weekends and public holidays are not included in delivery estimates.
Delivery timeframes are estimates only and are not guaranteed. Once your order has been dispatched and handed over to the shipping carrier, responsibility for the delivery service lies with the carrier. OhSewPlush is not liable for delays caused by Royal Mail, customs, adverse weather conditions, industrial action, or any other circumstances beyond our control.
By placing an order, you acknowledge and accept that shipping delays may occur and that delivery estimates are provided as a guide only.
How can I track my order?
Tracking information will be sent via email once your order has been dispatched.
How long do pre-orders take?
Pre-order items typically take 5–6 weeks to arrive. Estimated dispatch dates will be stated on the product page.
Do you ship internationally?
Yes, we ship worldwide.
Why was my order cancelled?
Orders may be cancelled if they are flagged as potentially fraudulent or if billing and shipping information cannot be verified.
Refunds for cancelled orders typically take 3–7 working days to appear in your account.
Will I have to pay customs and duties?
International orders may be subject to customs fees, import duties, taxes, or other charges imposed by the destination country. These charges are the responsibility of the customer.