Refund policy

Here's the full cleaned-up policy, ready to paste in. As a reminder, this is guidance only — please have it reviewed by independent legal counsel before relying on it.

Return and Refund Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

Change of mind returns are at the cost of the purchaser. For damaged items we will send you a returns label.

Submit a return request

Log in to your account at https://onenessemporium.co.uk/account to request a return:

  1. In the Email field, enter your email address, and then click Continue.
  2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
  3. Go back to the online store, and then enter the six-digit verification code.
  4. Click the order that you want to submit the return for.
  5. If your order has more than one item, select the items that you want to return.
  6. Select a return reason and add a note for the store.
  7. Click Request return.

If your return request is regarding damage to an item, we will email you to ask for photographs or video of the damage. Refunds or replacements for damaged items cannot be processed without the requested photos or videos.

You can always contact us for any return question at shop@onenessemporium.co.uk.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, such as perishable goods (food, flowers, or plants), custom or personalised products, and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union Right of Withdrawal

If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days of receiving the last item in your order, for any reason and without justification. This window is extended if it falls over weekends or public holidays.

To exercise this right, your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging. Please note that return shipping costs for change-of-mind returns are at your expense.

To cancel an unshipped order or request a return, log in to your account at https://onenessemporium.co.uk/account.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved. If approved, you'll be automatically refunded to your original payment method within 10 business days. Please allow additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at shop@onenessemporium.co.uk.