Refund policy

Oliver & Blake Returns and Refund Policy

Last updated: June 2, 2026

Overview We want you to be happy with what you buy from us. If something is not right, this policy explains when you can return an item, how to do it, and what you will receive back. We recommend reading it before you order so you know where you stand.

This policy covers two separate things:

  1. Returning an item because you have changed your mind (Change of Mind Returns).

  2. Your rights when an item arrives faulty, damaged, or not as described (Faulty or Damaged Returns).

Your rights depend on where you are buying from. The general rules apply to everyone. We then set out specific sections for the United States, the United Kingdom, the European Union, and other countries we ship to (including Canada and Australia). Please read the general rules and then the section for your specific location.

Nothing in this policy removes any statutory right you have under the law that applies to you. Where the local law gives you a stronger right than this policy offers, that legal right always applies.

Part A. General Rules That Apply to Everyone

How to Start a Return To start any return, you must contact us at support@oliverandblake.com with your order number and the specific item or items concerned. For faulty or incorrect items, please include a photograph of the issue.

Our designated international returns warehouse is located at: Oliver & Blake Returns 2nd Floor, Building 2, Hailian Industrial Zone No. 3388 Airport Road, Haishu District Ningbo, China (宁波市海曙区机场路3388号海联工业区2号楼到底2楼)

Please do not send anything back before contacting us. We must issue you a return authorization first, as our warehouse is unable to identify or process unannounced returns.

The Condition Items Must Be In To be accepted, returned items must be:

  • Unused, unworn, and unwashed.

  • In their original condition, with all tags still attached.

  • In their original packaging where the item came with packaging.

  • Complete, including any parts, accessories, or free promotional items that came with the order.

You are entitled to handle an item as you would in a shop to check it is what you wanted. If an item comes back with a minor loss of value beyond that kind of reasonable handling, we may reduce the amount we give back to reflect it, and we will always tell you before we process the return. If an item comes back in a condition that fails these requirements entirely (for example, heavily worn or damaged), we may be unable to accept the return at all, as set out in Part G.

Items That Cannot Be Returned for a Change of Mind The following items cannot be returned simply because you changed your mind, in any region:

  • Sale and Clearance Items: Any item bought on sale or from our clearance range is a final sale. This is clearly marked on the product page before you buy.

  • Underwear (for hygiene reasons): For health and hygiene reasons, underwear including pants and socks cannot be returned for a change of mind once it has been worn, tried on, or removed from any sealed or hygiene packaging it came in. Underwear that is completely unworn and still sealed can be returned under the standard change of mind rules for your region.

Note: These exclusions never apply to faulty or incorrect items. Your rights for faulty items are in Part F and apply to everything we sell, including the items listed above.

Return Shipping For all change of mind returns, you are responsible for paying the cost of returning the item to our international warehouse in China. We recommend using a tracked shipping service because the item remains your responsibility until it safely reaches us, and we cannot process a return for an item we do not receive. Because we offer free standard shipping on all orders worldwide, there are no original outbound shipping charges to deduct from your refund or store credit.

Part B. United States

This section applies exclusively to customers located in the United States.

  • Return Window: You have 14 days from the day you receive your order to contact us and request a change of mind return. Once you have notified us, you have a further 14 days to physically send the item back to our return address. Requests made after the initial 14-day window cannot be accepted for a change of mind return.

  • Return Outcome: For approved change of mind returns, we issue Store Credit to the exact value of the returned items once they reach us and have been checked. We do not offer cash refunds to your original payment method for change of mind returns from the United States. Store credit is the sole outcome for all such returns.

  • Store Credit Validity: Store credit can be used on any future order and is valid for 12 months from the date it is issued, except where the law in your specific state requires a longer period or does not allow it to expire, in which case that local law applies.

The general rules in Part A, including the condition requirements and final sale exclusions, apply to you in full. Your rights regarding faulty, damaged, or incorrect items are separate and covered in Part F.

Part C. United Kingdom

This section applies to customers in the United Kingdom and adds to your statutory rights; it does not reduce them.

  • Statutory Cancellation Right: As a UK consumer, you have a statutory right to cancel your order for any reason within 14 days of receiving your goods. Once you have told us you are cancelling, you have a further 14 days to return the item to us.

  • Refund Outcome: Where you cancel under this right, we will provide a full Refund to your original payment method rather than store credit. Because standard delivery is always free on our store, your refund will be for the full price you paid for the items. You remain responsible for the cost of returning the item to us.

  • How to Exercise This Right: Tell us when you contact us that you are a UK customer exercising your statutory right to cancel. We will process your refund within the definitive timeframe listed in Part G. The hygiene exclusions in Part A (such as opened underwear) apply.

Part D. European Union

This section applies to customers in the European Union and adds to your statutory rights; it does not reduce them.

  • Right of Withdrawal: As an EU consumer, you have a statutory right of withdrawal under EU consumer law. You may withdraw from your order for any reason within 14 days of receiving the goods, and you then have a further 14 days to return the item to us.

  • Refund Outcome: Where you withdraw under this right, we will provide a full Refund to your original payment method rather than store credit. Because standard delivery is always free on our store, your refund will be for the full price you paid for the items. You remain responsible for the cost of returning the item to us.

  • How to Exercise This Right: Tell us when you contact us that you are an EU customer exercising your right of withdrawal. We will process your refund within the timeframe in Part G. The exclusions in Part A also apply here, in particular opened underwear.

Part E. Other Countries, Including Canada and Australia

This section applies if you are ordering from a country we ship to that is not the United States, the United Kingdom, or an EU member state. This includes Canada and Australia.

  • Return Window: You have 14 days from the day you receive your order to contact us and request a change of mind return, and a further 14 days to send the item back once approved, on the same terms set out for the United States.

  • Return Outcome: For approved change of mind returns, we issue Store Credit to the value of the returned items, valid for 12 months from the date it is issued. We do not offer cash refunds to your original payment method for change of mind returns from these regions.

  • Consumer Laws: The general rules in Part A apply to you in full. Nothing in this section removes any mandatory consumer rights you have under the law of your own country, which always applies where it gives you more protection than this policy.

Part F. Faulty, Damaged, or Incorrect Items (All Regions)

This part applies to every customer in every region, and to every single item we sell, with no exceptions—including sale, clearance, and underwear.

  • On Arrival: If an item arrives faulty, damaged in transit, or is completely different from the item you ordered, contact us at support@oliverandblake.com within 30 days of receiving it, providing your order number and a photograph of the issue. For items reported within this 30-day period, you are entitled to a replacement or a full refund. We will normally offer a replacement first so you receive the item you wanted, but you remain entitled to a full refund if you prefer or if a replacement is unavailable. We will cover the cost of returning the item to us so you are not left out of pocket.

  • Later Faults: A genuine manufacturing fault can appear after the first 30 days. If that happens, please contact us. Depending on the item, how long you have had it, and the nature of the fault, you may be entitled to a repair, replacement, or partial refund. Where a genuine fault exists, your legal rights to a remedy continue for as long as local law allows, which for customers in the United Kingdom can be up to six years from purchase under the Consumer Rights Act 2015.

  • What Counts as a Fault: A fault means a genuine defect in materials, manufacture, or function. It does not cover normal wear and tear, damage caused by accidents or misuse, or the natural ageing of a product through ordinary use.

Part G. How and When You Get Your Money or Credit Back

Once your returned item reaches us, we will inspect it and notify you of the outcome. Where a return is approved:

  • Store Credit: Issued within 14 days of us receiving the returned item (applies to US, Canada, Australia, and non-UK/EU change of mind returns).

  • Refunds to Original Payment Method: Processed within 14 days of us physically receiving and inspecting your returned item (applies to UK and EU statutory returns, and all faulty items under Part F).

  • Processing: Refunds are always made to the original payment method used for the order. After we process a refund, it can take a few additional business days for your bank or card provider to credit your account.

  • Non-Compliant Returns: If a change of mind return reaches us in a condition that fails the requirements in Part A entirely, we will contact you. You can ask us to send the item back to you at your cost. If we do not hear from you within 14 days of letting you know, the item will be treated as abandoned.

Part H. Contact Us

For anything regarding returns, refunds, or an issue with your order, please contact our support team:

  • Brand Name: Oliver & Blake

  • Physical Business Address: 15 Cowley St, London SW1P 3LZ

  • Customer Support Email: support@oliverandblake.com

  • Phone Number: +44 7537 171591

  • Support Hours: Monday to Friday, 9:00 AM to 6:00 PM (Local UK Time)

We aim to respond to every enquiry within 1 to 2 business days.