We offer size exchanges under specific conditions to maintain the integrity of our designs. We accept returns within 3 days of receipt, only if their delivery packaging has not been opened or the products are damaged or wrong product. Please notify us and return the box in its original packaging. In such instances, we will endeavour to send you another or refund the payment.
We can only accept returns of products that have not been tampered with, are sealed and remain in the original packaging. If all these conditions are met, please ship your products back to us using a registered courier service and we will issue a full refund. Please note that we reserve the right to refuse any returned shipments if the product has been used or tampered with.
Shipping & Handling fees are non-refundable.
Important Conditions for Return & Exchange
- The item must be unworn, unused, and in its original packaging with no scent.
- Exchange of sizes for the same design is allowed.
- If the requested size is unavailable and no alternative solution is agreed upon, a refund request will be reviewed on a case-by-case basis and is not guaranteed.
- Exchange for a different design may be considered upon review, subject to stock availability, price differences, and approval. Timing for Exchange Requests:
- 24 hrs after delivery of ÔZÉ package.
Exchange Process:
- Exchange depends on availability of the requested size.
- If your size is not in stock, your request will be placed on hold and you’ll be notified when it’s restocked. In case of no stock availability, refund is subject to review.
- Exchanges are primarily for different sizes of the same design. Exchange for a different design may be considered upon review, subject to price differences and approval.
Return Shipping Responsibility
- The customer must ship the item back within maximum 2-3 business days of receiving exchange approval.
- Back-and-forth return process shipping costs are the customer’s responsibility.
- We recommend using a trackable courier service.
- ÔZÉ is not responsible for any items lost or damaged during return transit. Please ensure proper packaging and tracking.
❌ Non-Returnable Items
- Sale items and accessories (one-size items) cannot be exchanged.
- Customized, altered, or personalized pieces are non-returnable.
Damaged or Incorrect Items
If you receive a damaged or incorrect item:
Return Policy & Damage Claims
• All items undergo strict Quality Control and are photographed before dispatch to ensure condition and authenticity.
• Customers must report any damage within 48 hours of receiving the item, along with clear photos of the damage and the intact security tag.
• We do not accept returns or offer refunds for the following:
• Damage caused after delivery, including intentional harm to the item.
• Signs of wear, misuse, or alterations made by the customer or a third party (e.g., tailoring, hemming, adjustments).
• Minor zipper issues or variations in zipper design that do not affect functionality.
• Color variations due to lighting or screen resolution.
• Loose threads, beads, or embellishments that are typical of delicate or hand-finished garments.
• Size complaints when the ordered size matches the invoice (please refer to our sizing guide before purchasing).
• Any fraudulent claims or intentional damage will be investigated and may lead to denial of refund or exchange, and further action if necessary
- Contact Customer Care within 48 hours of receiving your item.
- We will arrange a free exchange or refund.
- In these cases, Ôzé will cover return shipping fees.
Refunds will be done only through the Original Mode of Payment and will be processed within 10 to 45 days depends on the issuing bank of the credit card.
How to Start an Exchange
- Visit the Return & Exchange page on our website.
- Submit your exchange request with your order number, size needed, and a clear photo showing the condition prior to inspection by ÔZÉ team.
- Our team will respond within 48 hours.
Disclaimer: ÔZÉ reserves the right to deny any return or exchange that does not meet our policy terms.
If you have any questions, we’re always here:
📧 admin@ozebythd.com
