Refund Policy – Ohpollk

At Ohpollk, we know finding womenswear that fits perfectly, feels comfortable, and matches your style is key to a great shopping experience. Whether you ordered a dress that’s too tight, a sweater with an unexpected fabric texture, or received an item with a defect, we’re committed to making the refund process simple, fair, and stress-free. This policy outlines our rules for refunds, eligibility requirements, and step-by-step guidance to help you resolve issues quickly—so you can get back to finding pieces you’ll love.

1. Refund Eligibility

To qualify for a refund, your request must meet the following criteria, tailored to the unique needs of womenswear (where fit, fabric, and condition matter most):

Timeline: You must submit your refund request within 60 days of delivery (confirmed by the shipping carrier’s tracking information). This extended window gives you time to try on the item (e.g., wear a blouse around the house, pair jeans with your existing wardrobe) and ensure it works for your body and lifestyle—especially important for pieces like work blazers or special occasion dresses you might not wear immediately.
Product Condition:
Unworn & Unwashed Items: Must be in their original packaging with all tags attached (we use removable tags so you can try items on without damaging them). The item must show no signs of wear: no stains, no pilling, no stretched fabric, no makeup/deodorant marks on collars or cuffs, and no altered hems or seams. For delicate fabrics like silk, lace, or linen, we also check for snags or fraying—these are considered wear and will disqualify a refund.
Lightly Worn Items: Eligible only if you tested the item briefly (e.g., wore a sweater indoors for 1–2 hours) and it shows no visible signs of use. Items worn outdoors, washed, dried, ironed, or altered (e.g., hemmed jeans, taken in at the waist) are not eligible for a refund—unless they have a manufacturing defect (see Section 3).
Swimwear & Intimate Apparel: For health and safety reasons, swimwear (e.g., bikinis, one-pieces) and intimate apparel (e.g., bralettes, camisoles) are eligible for refunds only if the hygiene liner is intact and the item is unworn, unwashed, and in original packaging.
Proof of Purchase: You must provide a valid proof of purchase, such as your order number (found in the order confirmation email), receipt, or packing slip. Refunds are only processed for orders placed directly through Ohpollk.com—purchases from third-party retailers (e.g., department stores, marketplaces) must be returned to the original seller.
Exceptions: The following items are non-refundable unless they arrive defective or damaged:
Final sale items (clearly marked “Final Sale” on the product page, including clearance styles, limited-edition dresses, or end-of-season collections).
Personalized or monogrammed items (e.g., a tee with your initials, a custom-sized blazer)—these are made to your specific request and cannot be resold.
Gift cards (both physical and digital)—we offer store credit instead of cash refunds for gift card purchases.

2. How to Request a Refund

We’ve streamlined the refund process to minimize delays—especially if you need to reorder a better-fitting size. Follow these steps to submit your request:

Initiate Contact: Email our customer service team at [email protected] with the subject line “Refund Request – [Your Order Number]”. Include the following details to speed up processing:

Full name and email address linked to your order.
Order number (critical for locating your purchase quickly).
Item name(s) and details (e.g., “High-Waisted Denim Jeans – Size 10, Dark Wash,” “Silk Wrap Dress – Size M, Blush,” “Petite Cropped Blazer – Size S, Navy”).
Reason for refund (e.g., “Too tight in the thighs,” “Fabric feels scratchy,” “Arrived with a broken zipper,” “Ordered the wrong size by mistake”).
Supporting Evidence: For lightly worn or defective items, attach 1–2 clear photos of the issue (e.g., a close-up of a loose seam, a photo of makeup stains on a collar, a side-by-side comparison of the item vs. the website description). This helps verify your claim and avoids back-and-forth communication.

Receive Approval & Instructions: Our team will review your request within 24–48 business hours. If approved:

We’ll send a prepaid return shipping label (for U.S. orders) and a return address. For delicate items (e.g., silk dresses, lace tops), we’ll include specific packing instructions: fold items neatly (instead of hanging) to prevent wrinkles, wrap in tissue paper to avoid snags, and use the original box if possible. For bulk orders (3+ items), we may ask you to use a single box to reduce waste—just separate items with tissue paper.
For defective items (e.g., a dress with a torn seam), we may waive the return requirement (to save you time) if photos confirm the issue. Instead, we’ll ask you to confirm the item is no longer in use (e.g., “Please do not wear the blouse until we finalize the refund”) and process the refund once confirmed.

Ship the Item (If Required):

Seal the item in its original packaging (or a clean, sturdy box if the original is damaged) and attach the prepaid shipping label. Drop the package off at the designated carrier (e.g., USPS, UPS) within 7 days of receiving the label—delays beyond this may result in your request being canceled.
Keep the return tracking number for your records—this lets you monitor when we receive the package and ensures accountability if the item is lost or damaged during return transit.

Process the Refund:

For Returned Items: Once we receive and inspect the item (usually 3–5 business days after delivery to our warehouse), we’ll confirm it meets our condition requirements and initiate the refund.
For Defective/Waived-Return Items: We’ll process the refund within 24 hours of verifying your photos and details—so you can reorder a better-fitting size or style quickly.

3. Refunds for Defective or Damaged Items

If your Ohpollk womenswear arrives with a manufacturing defect (e.g., loose seams, broken zippers, missing buttons, uneven hems) or is damaged during shipping (e.g., a torn sleeve, a stained dress, a crushed hat), we’ll resolve the issue immediately with no extra steps:

Report the Issue: Email [email protected] within 48 hours of delivery—include photos of the defect/damage (e.g., a video of a zipper that won’t close, a photo of a stain on the front of a blouse) and your order number. For shipping damage, also include photos of the outer packaging (e.g., a ripped shipping bag, a dented box) to help us file a claim with the carrier.
Choose Your Resolution: We’ll offer three options to fit your needs:

Full Refund: Processed to your original payment method (see Section 4 for timelines) with no need to return the defective/damaged item—we’ll ask you to discard it safely (or donate it if the damage is minor) to avoid reuse.
Free Replacement: Shipped to you at no cost—we’ll prioritize shipping if you need the item for a specific occasion (e.g., “We’ll send the replacement blazer via expedited shipping to arrive before your job interview”).
Store Credit: Receive 10% extra credit (e.g., a \(50 refund becomes \)55 in store credit) to use on your next Ohpollk purchase—ideal if you love the style and want to try a different size or color.

Stay Updated: We’ll send you email alerts at every stage (e.g., “Your refund has been initiated,” “Your replacement dress has shipped”) so you’re never left wondering about progress. For custom or limited-edition items that are out of stock, we’ll automatically offer a full refund or store credit—whichever you prefer.

4. Refund Timelines & Details

We aim to process refunds as quickly as possible, but timelines vary slightly based on your payment method:

Processing Time: Refunds are initiated within 1–3 business days of approval (e.g., after we receive your returned item or verify a defect).
Account Credit Time:
Credit/Debit Cards: 5–7 business days (processing times depend on your bank—some may post the refund sooner, while others take the full window. For international cards, this may extend to 10 business days due to cross-border processing).
PayPal: 2–3 business days (funds usually appear in your PayPal balance or linked bank account within this period).
Gift Cards: 1–2 business days (refunds are credited to the original gift card or a new one if the original is lost—we’ll send the new gift card code via email).
Store Credit: Instantly applied to your Ohpollk account once the refund is initiated—you’ll receive an email with your credit balance and a link to use it at checkout.
Refund Amount:
Full Refunds: Issued for unworn, unwashed items, defective items, or damaged-in-transit items—you’ll receive the full purchase price (in USD), including any applicable taxes.
Partial Refunds: Applied to items that don’t meet our full condition requirements (e.g., a sweater with minor pilling that wasn’t caused by wear, a dress with a missing tag but no other signs of use). We’ll deduct a 15% restocking fee and notify you of the partial amount before processing.
Exclusions: We do not refund shipping costs (unless the item arrived defective or was sent in error) or customs duties/taxes (these are charged by your local government and must be claimed directly from them). If you used a coupon or discount code for your purchase, the refund will reflect the discounted amount you paid (not the original retail price).

5. Refund Denials & Appeals

In rare cases, we may deny a refund (e.g., the item is heavily worn, the defect was caused by misuse, the request is outside the 60-day window). If your request is denied:

We’ll send you an email explaining the reason for denial (e.g., “The jeans show significant wear on the knees, which exceeds our ‘lightly worn’ policy,” “The stain on the dress appears to be from makeup, which is considered user damage”).
You can appeal the decision by providing additional information (e.g., a doctor’s note if the item caused skin irritation due to fabric, new photos proving the defect was present at delivery, or evidence that the size chart was incorrect). Email the appeal to [email protected] within 7 days of receiving the denial—our customer service manager will review it within 24 hours and notify you of the final decision.

6. Contact Us for Refund Help

If you have questions about this refund policy, need help submitting a request, or want to check the status of an ongoing refund, contact our customer service team at [email protected]. We’ll respond within 24–48 business hours and provide personalized assistance—whether it’s clarifying eligibility for a silk dress, resending a return label for jeans, or following up with your bank about a delayed refund.

At Ohpollk, we believe refunds should be a last resort—but when you need one, we’ll handle it with the same care we put into crafting your womenswear. Our goal is to ensure you have clothes that make you feel confident, comfortable, and proud to wear them—even if that means adjusting your purchase. Thank you for trusting us with your wardrobe needs.