Frequently Asked Questions

Frequently Asked Questions

Here are some of the most common questions we receive. If you can't find the answer you're looking for, please don't hesitate to contact us.

Ordering & Accounts

Question Answer
How do I place an order? Browse our collection, select your size and colour, add items to your cart, then follow the checkout steps to enter your shipping and payment details. You will receive an order confirmation by email once your purchase is complete.
Do I need an account to buy? No. You can check out as a guest or create an account to save your details for future orders.
Can I change or cancel my order? If you need to change or cancel an order, email contact@onyourshape.com as soon as possible with your order number. If the order has already been shipped, you can use our return process after delivery.

Products & Sizing

Question Answer
How can I choose the right size? Each product page includes a size guide and fit notes (for example, relaxed, oversized or close fit). Comparing your measurements with the chart and reading the fit notes will help you choose the best size.
Are colours accurate to the photos? We try to show colours as accurately as possible, but different screens may display shades slightly differently. Product descriptions mention the main colour so you have another reference.

Shipping

Question Answer
Where do you ship? Onyourshape currently ships to customers in the United Kingdom. For full details, please see our Shipping Policy.
How long does delivery take? Orders are usually processed within 1–3 business days. Standard shipping typically takes 7–14 business days after dispatch. So, most orders arrive within 8–17 business days in total from the order date. Delivery times may vary due to carrier delays or external factors.
How much does shipping cost? Standard shipping is free for all UK orders – no minimum purchase required. Any additional options or fees are displayed before you complete your purchase.

Returns & Refunds

Question Answer
What is your return policy? You can request a return within 30 days of the delivery date, as long as items are unworn, unwashed, undamaged and in their original packaging with tags attached. Some custom or hygiene‑sensitive items may not be returnable; any exceptions are noted on the product page. For full details, please see our Return & Refund Policy.
Who pays for return shipping? If an item is faulty, damaged or not what you ordered, OnYourShape covers the return shipping cost and offers a replacement or refund. For change‑of‑mind or size/fit returns, the customer is responsible for return shipping.
How do I start a return? Email contact@onyourshape.com with your order number and reason for return. Our team will reply with approval, the return address and any shipping label or instructions.

Payments & Security

Question Answer
Which payment methods do you accept? We accept major credit and debit cards and other options shown at checkout (such as digital wallets or PayPal if available). All payments are processed securely through trusted payment providers.
Is my payment information secure? Yes. Our checkout uses SSL encryption, and card details are handled by our payment providers and are not stored on onyourshape’s servers.

Contact

Question Answer
How can I contact customer service? You can reach us by email at contact@onyourshape.com, through the contact form on our website, or by phone at +44 7949 338055 during business hours (Monday–Friday, 9:00–17:00 GMT/BST).