Simple Refunds and Exchanges Process

Ouh La La Refund & Exchange Policy

At Ouh La La, your happiness is our priority. We know that lingerie isn’t just about how it looks - it must also feel perfect. That’s why we offer a 60-day no-questions-asked return and exchange policy, so you can shop with complete confidence.

For Christmas gifts, we’ve extended our returns period until 31st January, giving you plenty of time to exchange or return items.


Refunds

Sometimes an item just isn’t quite right—and that’s okay. If you change your mind, we’ll gladly issue a full refund or exchange under the following conditions:

  • Items must be returned within 60 days of receipt.

  • Items must be in perfect condition, unworn, unwashed, in original packaging, and with all labels attached.

  • When trying on lingerie, please avoid contact with makeup or lotions, and always try bottoms on over your own underwear. For hygiene reasons, we may refuse returns if these conditions are not met.

  • Customers are responsible for the cost of return postage. A peel-off returns label is included with every order for your convenience, and our address is also listed at the bottom of this page.

  • Please include your delivery note so we can identify your order and process your request quickly.

  • Refunds are processed once your return reaches our Haywards Heath shop/warehouse and will be credited back to your original payment method.

Exchanges

Need a different size, colour, or style? We’ll be happy to arrange an exchange free of charge for you.

  • Items must be returned within 60 days of receipt and be in perfect condition, unworn, unwashed, in original packaging, and with all labels attached.

  • Please follow the same process as refunds, marking clearly which items you’d like to exchange.

  • Customers are responsible for the cost of return postage. Once we receive your return, we’ll send your replacement item at no extra charge.

Faulty Items

On rare occasions, items may arrive faulty, not as described, or different from what you ordered. In these cases, we’ll resolve the issue quickly.

  • Please follow the standard returns process and include a short note describing the fault.

  • Our team may contact you for more details if needed.

  • If the item is confirmed faulty, your return postage will be refunded once you provide proof of postage.

  • You’ll have the option of a replacement, an exchange, or a full refund.

Cancelling an Order

If you need to cancel, please contact us as soon as possible:

  • If your order hasn’t shipped, we’ll issue an immediate refund.
  • If it has already shipped, we’ll refund you as soon as the item is returned to us.
  • A small £5 administration fee applies to cancelled orders to cover payment processing costs.

Contact Us

If you have any questions, we’re here to help:

Address: Unit 31, Orchards Shopping Centre, Haywards Heath, West Sussex, RH16 3TH

Telephone: +44 (0)1444 455123
Email: sales@ouhlala.co.uk