Refund policy

Return and refund policy

Online Purchases

We hope you love your ONWAVE pieces. If for any reason you're not fully satisfied, we accept returns on eligible online orders within 14 days of delivery.

To be eligible for a return:

  • Items must be unworn, unwashed, and in their original condition with all tags attached.
  • Returns must be initiated within 14 days of receiving your order.
  • If you wish to return an item, please contact our customer care team before sending your parcel, as our return address may vary depending on your order and location.
  • Please email us at info@onwavelondon.com to request the return instructions and return address.
  • Returns sent without prior contact may experience delays or be rejected.
  • Once approved, you'll have 14 more days to return the items to us.
  • Return shipping costs are the responsibility of the customer, unless the item is faulty or incorrect.
  • We recommend using a tracked shipping service to ensure safe return.

Items not eligible for return:

  • Earrings, underwear, or intimate apparel.
  • Final sale or clearance items.
  • Items showing signs of wear or returned without original tags/packaging.

Refunds:

  • Refunds are issued to your original payment method.
  • We are unable to refund delivery costs.
  • Please allow up to 14 working days from when we receive your item for the refund to be processed.
  • Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed within 3–5 business days.

Please note that the time it takes for the funds to appear in your account may vary. Actual timing depends on your bank or payment provider.

In-Store Purchases

Items purchased in-store are eligible for exchange only within 7 days of purchase.

  • Items must be returned in their original condition, unworn, with all tags attached.
  • We do not offer refunds, but we offer store credit for in-store purchases.
  • This does not affect your statutory rights. If your item is faulty, we will offer a refund, repair, or replacement as required by UK law.