Last Updated: October 2026
At onyourshape, customer satisfaction is important to us. If you are not completely satisfied with your purchase, you may be eligible for a return or refund under the terms outlined below.
Return Eligibility
You may request a return within 30 calendar days of receiving your order.
To qualify for a return due to a change of mind, the item must:
- Be unused and in its original condition.
- Be returned with all original packaging and accessories.
- Be unworn, unwashed, and unaltered.
- Show no signs of wear, including makeup, deodorant, perfume, or odor marks.
- Have all original tags, labels, and hygiene stickers still attached and intact.
Please note: where the packaging forms part of the product, items returned without their original packaging may be refused, or the refund may be reduced to reflect the loss in value.
How to Request a Return
To start a return, please contact us using the details below:
- Email: contact@onyourshape.com
- Phone: +447766547128
Our customer support team will provide return instructions and confirm the return address for your order.
Please do not send items back without first contacting us so we can ensure your return is processed correctly.
Return Address
All returns are received at our warehouse in the United Kingdom, the same address your order was dispatched from:
106 High St, Amersham HP7 0ED, United Kingdom
Return Shipping Costs
For returns due to a change of mind or customer preference, the customer is responsible for the return shipping costs.
We recommend using a tracked shipping service and retaining proof of postage until the return has been received and processed.
Faulty, Damaged, or Incorrect Items
If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as possible after delivery.
To help us resolve the issue quickly, please provide:
- Your order number.
- A description of the issue.
- Clear photographs or videos showing the product.
After reviewing the information, we may offer one of the following remedies:
- A replacement item.
- A repair where appropriate.
- A full refund.
If a return is required for a faulty or incorrect item, we will provide return instructions and cover the return shipping costs.
Refunds
Once your returned item has been received and inspected, including a check that tags, hygiene seals, and packaging are intact and the garment shows no signs of wear, we will notify you regarding the status of your refund.
Approved refunds will be issued to the original payment method used for the purchase within 7 business days.
Depending on your bank or payment provider, additional processing time may be required before the refund appears in your account.
Contact Information
For any questions regarding returns, refunds, or cancellations, please contact us:
Store name: OnYourShape
Company name: ONYOURSHAPE LTD
Company address: 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom
Warehouse address (orders are dispatched from here and returns are received here): 106 High St, Amersham HP7 0ED, United Kingdom
Company Registration Number: 16797935 (England and Wales)
Phone: +44 7766 547128
Email: contact@onyourshape.com
Customer Service Hours:
Monday – Friday: 9:00 AM – 6:00 PM (GMT)
Saturday and Sunday: Closed