Return Policy
• No Refund Policy
There is strictly no refund policy.
• Size Exchange Unavailable
If a size exchange is required but the new size is not available in stock, no refund applies. The customer will receive a gift voucher (store credit) in the purchase amount — to be used for exchange with another item (dress/accessory) or to exchange with the new size once restocked.
(Voucher valid for 1 year from the date of issuance.)
• Damaged or Faulty Items
In case the item received was damaged or faulty, kindly contact our team within 24 hours of receipt to assist.
The customer must provide photographic evidence of the damage for our records.
If the ordered size was available in stock, we will arrange for an exchange.
If the new item is not available in stock, we will arrange for a repair.
• Promotional or Discounted Items
Items on promotion or discount are not eligible for store credit returns.
• Return Process
Return must be requested through the website.
• Shipping & Handling Fees
All shipping and handling fees are the customer’s liability.
Exchange Policy
• Condition of Items
The item must be unworn, unused, unscented, and in its original packaging.
• Size Exchange
Exchange of sizes for the same design is allowed if the item is available in stock.
• Item Exchange
Exchange of item is allowed only if the required size is not available in stock.
• Size Confirmation
Before placing an order, the customer approves and confirms the size selected following the size chart/guide available on the website. Accordingly, ÔZÉ reserves the right to disapprove an exchange request.
Time for Return & Exchange Request
Return or exchange requests must be made within 24 hours after package receipt.
(If the request is received after this timeframe, it will not be eligible for approval.)
Exchange Process
• Return or Exchange must be applied through the website within 24 hours after shipment delivery.
• Exchange request must include your order number, size needed, and a clear photo showing the condition prior to inspection by the ÔZÉ team.
• The request is reviewed within 48 hours. If approved, our customer service team will arrange for package collection and shipping/delivery.
• Customer must print out the Return Label provided by the customer service team.
• Shipping & Handling (including customs clearance) fees are the customer’s liability from destination country to our warehouse and vice versa.
• ÔZÉ is not responsible for any items lost or damaged during return transit.
❌ Non-Returnable Items
• Any item purchased on promotion or discount
• One-size accessories are not eligible for exchange
• Customized or altered items are non-returnable/exchangeable
• Damaged, used, worn, or scented items
Unclaimed / Failed Delivery – Store Credit Only
Unclaimed or Failed Deliveries
Orders that are returned to us due to unsuccessful delivery attempts resulting from customer unavailability, non-response, refusal to accept delivery, or failure to collect the package from the courier or local post office are not eligible for refunds.
Once the item is returned to our warehouse and inspected, a store credit will be issued for the item value only, excluding all shipping, return shipping, customs, duties, and handling fees.
Shipping fees are non-refundable under all circumstances. Store credit has no cash value and may be used toward future purchases.
Customs & Import Duties
Customs duties, import taxes, and any additional charges imposed by local authorities are the responsibility of the recipient.
Disclaimer
ÔZÉ reserves the right to deny any return or exchange that does not meet our policy terms.
Need Help?
If you have any questions, we’re always here:
📧 admin@ozebythd.com
