Refund policy

Since all items are made to order, we do not accept returns. We have a 30-day exchange policy if an order was incorrectly fulfilled, which means you have 30 days after receiving your item to request an exchange. To be eligible for an exchange, 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. To start an exchange, you can contact us at elizabeth@ouendesigns.com. If your exchange is accepted, we’ll send you an exchange shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting an exchange will not be accepted. You can always contact us for any exchange questions at elizabeth@ouendesigns.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective or damaged or if you receive the wrong item, so we can evaluate the issue and make it right. Note that unless shipping insurance was purchased (included in express / priority shipping), we cannot be responsible for items damaged or lost in shipment.

Exceptions / non-returnable items

Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

European Union 14-day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.

Refunds

In the case of an incorrectly fulfilled or damaged order, we will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at elizabeth@ouendesigns.com.