Refund policy

Returns & Refunds Policy

We want you to be happy with your Officially Local order. If something isn't right, we've tried to make our returns process as simple and straightforward as possible.

Change of Mind Returns

If you change your mind about your purchase, you can notify us that you wish to return your order within 14 days of receiving it.

Returned items must be:

Unworn and unused
Unwashed
Free from marks, damage, odours or other signs of wear
Returned with any original tags and packaging where reasonably possible
In a condition suitable for resale

You are responsible for the cost of returning an unwanted item to us.

We recommend using a tracked postal service when making a return. Until the item reaches us, the return remains your responsibility.

Once your return has been received and inspected, we will process any refund due using your original payment method.

Where you exercise your statutory right to cancel your online order, your refund will include the original standard delivery charge, where applicable. If you selected a more expensive delivery option, such as express delivery, we are not required to refund the additional cost above our standard delivery charge.

We may make an appropriate deduction from your refund if an item has been handled beyond what is reasonably necessary to inspect its nature, characteristics and fit and its value has consequently been reduced.

Faulty, Damaged, Misprinted or Incorrect Items

Every Officially Local product should arrive exactly as intended.

If your item arrives faulty, damaged, with a printing or production defect, or you receive an item different from the one you ordered, please let us know as soon as possible.

We may ask you to provide photographs showing the issue and may require the affected item to be returned so that the problem can be verified.

Where an item is confirmed as faulty, damaged, misprinted or incorrect, Officially Local will cover the reasonable cost of returning the item.

Depending on the circumstances and your applicable consumer rights, we will arrange an appropriate remedy, which may include a replacement or full refund.

Your statutory rights in relation to faulty goods are not affected by this policy.

How to Start a Return

Before returning an item, please complete our Returns Request Form below.

We'll ask you to provide:

Your name
Email address
Order number
The item you wish to return
Your reason for returning it
Whether the item is faulty, damaged, misprinted or incorrect
Photographs of the issue, where applicable

Once your request has been submitted, we'll review the information and send you the appropriate return instructions.

Please wait until you have received our return instructions before posting your item back to us. This helps us identify your return and process it as quickly as possible.

[RETURNS REQUEST FORM]

Completing the form helps us process your return efficiently and does not affect any statutory rights you may have.

Return Postage

For change of mind, sizing or other unwanted-item returns, you are responsible for arranging and paying for return postage.

For faulty, damaged, misprinted or incorrect items, Officially Local will cover the reasonable cost of returning the item where a return is required.

Please do not send an item back before receiving our return instructions.

Refunds

Once we receive your return, we'll inspect the item and process the refund where the return meets the requirements of this policy.

Approved refunds will be issued to the original payment method.

Depending on your bank or payment provider, it may take additional time for the refund to appear in your account after it has been processed.

We cannot normally refund an order to a different card, bank account or payment method.

Exchanges

We do not currently offer direct exchanges for change-of-mind or sizing returns.

If you would like a different size or product, please return the original item in accordance with this policy and place a new order through our website.

If you have received a faulty, damaged, misprinted or incorrect product, please use our Returns Request Form and we will arrange the appropriate remedy.

Items That Cannot Be Returned

We cannot accept change-of-mind returns for items that have been worn, washed, damaged after delivery or otherwise handled beyond what is reasonably necessary to inspect them, subject to your statutory consumer rights.

Any statutory exceptions to the right to cancel an online purchase will also apply where relevant.

This does not affect your rights where an item is faulty, damaged, misdescribed or otherwise does not conform to your contract.