Refund policy

Returns & Refunds

We want every piece you receive from Ouverture London to feel considered, atmospheric, and right for your space. If something isn’t as expected, we’ll guide you through the next steps.

Returning an Unwanted Item

As a customer purchasing online, you have the right to cancel your order under the Consumer Contracts Regulations 2013.

  • You have 14 days from the date of delivery to notify us that you wish to return your item
  • Once you’ve notified us, you have a further 14 days to return the item

To initiate a return, please email hello@ouverturelondon.com with your order number.

Return Conditions

  • Items must be returned in unused and resaleable condition
  • Items should be returned in their original packaging
  • You may inspect the product, but it must not be used beyond what is necessary to assess it

Please note:

  • Return shipping costs are the responsibility of the customer
  • We recommend using a tracked service, as we cannot be held liable for items lost or damaged in transit

Refunds (Unwanted Items)

  • Refunds will be issued to the original payment method
  • We may deduct a reduction in value if the item shows signs of use beyond reasonable handling
  • Original delivery charges are non-refundable unless required by law
  • Please allow up to 14 working days from receipt of your return for your refund to be processed

Faulty, Damaged, or Incorrect Items

Your rights under the Consumer Rights Act 2015 are not affected.

Within 30 days of delivery

You are entitled to a full refund if your item is:

  • Faulty
  • Damaged
  • Not as described

Reporting Damage

If your order arrives damaged, please contact us within 24 hours of delivery at hello@ouverturelondon.com.

Include:

  • Photos of the outer packaging (with delivery label visible)
  • Photos of the internal packaging
  • Photos of the damaged item
  • A short description of the issue

This helps us resolve your claim as quickly as possible.

Return Shipping (Faulty Items)

If your item is confirmed to be faulty or damaged:

  • We will cover the cost of return shipping or arrange a return where appropriate

Non-Returnable Items

We cannot accept returns for:

  • Personalised or engraved items
  • Sealed goods that have been opened and are not suitable for return for hygiene reasons
  • Items that have been used beyond reasonable inspection

Exchanges

We’re happy to offer exchanges where possible.

To request an exchange, please email hello@ouverturelondon.com with your order number and the item you’d prefer.

Unwanted items 

  • Items must be returned in unused and resaleable condition
  • Return shipping costs are the responsibility of the customer
  • We will cover the cost of sending your replacement item

Faulty or damaged items

  • We will cover both the return shipping and the delivery of the replacement item

Third-Party Purchases

If you purchased Ouverture London products through a retailer (e.g. department store or airport), returns must be handled directly with them in accordance with their policy.

Final Notes

We strive to ensure every order arrives in perfect condition and meets your expectations. If something isn’t right, we’ll always aim to resolve it fairly and promptly.

Refunds
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 hello@ouverturelondon.com.