Return and Refund Policy

This Return and Refund Policy applies to all purchases made through the onyourshape website 

Contact Information

For questions about returns and refunds, please contact our customer service via:

  • Email: contact@onyourshape.com

  • Phone: +44 7949 338055

  • Address: 30 Greenwich Dr N, Derby DE22 4AB, UK

You can also reach us through our Contact Form.

Return Window

Customers in the countries we ship to may request a return within 30 days of the delivery date. You do not have to provide a reason, but any details you share help us improve.

How to Start a Return

  1. Notify us
    Email contact@onyourshape.com with your order number and a short explanation (for example, “too small”, “changed mind”, “damaged in transit”).

  2. Wait for authorization
    Our team will review your request and reply with confirmation, the return address, and, where applicable, a prepaid return label.

Packaging and Shipping Back

  1. Pack the item safely in the original packaging (or similar) with all tags and labels still attached.

  2. Include any return form or instructions we send you by email.

  3. Attach the return label (if provided) and hand the parcel to the stated carrier.

Return Costs

  • Defective / damaged / wrong item sent
    onyourshape covers the return delivery cost and either sends a replacement (if available) or provides a full refund.

  • Change of mind / size or style not suitable
    The customer is responsible for the actual cost of return shipping. The original outbound shipping fee (if any) is non‑refundable.

Specific Return and Refund Conditions

  • Change of mind
    Items must be unworn, unwashed, undamaged and returned with all original tags and packaging within 30 days of delivery.

  • Defective or damaged goods
    Please email contact@onyourshape.com within 48 hours of delivery with photos of the defect or damage. After review, we will arrange return shipping at our cost and offer a replacement or refund.

  • Incorrect product received
    If the item you received does not match your order, contact us and we will cover return shipping and send the correct item where stock allows, or issue a refund.

  • Product never arrived
    If your order has not arrived within the expected delivery time, contact us so we can open an investigation with the carrier. If the parcel is confirmed lost, you will receive a replacement (if available) or a full refund.

  • Order cancellation
    You can request a cancellation before the order is shipped by emailing us. If the order has already been dispatched, please follow the return process after delivery.

Timelines

  • Reporting: Returns must be requested within 30 days of delivery and shipped back within 14 days after we approve the return.

  • Inspection: Once we receive the item, inspection usually takes up to 3 business days.

  • Refund: Approved refunds are issued within 7 business days to the original payment method. Your bank or payment provider may need additional time to post the credit.

Exceptions

For hygiene and safety reasons, the following items cannot be returned unless they arrive damaged or defective:

  • Underwear, socks and similar close‑to‑skin items

  • Custom or made‑to‑measure products created specifically for you

Any exceptions will be clearly stated on the relevant product page.

Return Process

Contact us
Email contact@onyourshape.com with your order number and reason for return. 
Return approval
Our team will review your request and confirm whether the return is approved. You will receive the return address and instructions. A prepaid return label may be provided where applicable.
Send the item back
Pack the item securely in its original packaging (or similar), with all tags attached, and return it according to the instructions provided.
Inspection and outcome
Once received, the item will be inspected. If approved, a refund will be issued to the original payment method or a replacement will be sent, depending on availability and your preference.    what about this is it good idea 

Shipping Method and Fees

  • Typical return carrier: we may suggest a tracked service (for example Royal Mail or a courier with Track & Trace).

  • Restocking fee: £0 – we do not charge restocking fees at this time.

Legal Rights

This policy applies in addition to any rights you may have under applicable consumer protection laws in your country. Nothing in this policy limits those legal rights.

Company Details

Company name: ONYOURSHAPE LTD
Address: 30 Greenwich Dr N, Derby DE22 4AB, UK
E‑mail: contact@onyourshape.com
Contact Form: Click here  
Phone: +44 7949 338055
Company Number: 16797935
Customer service: Monday to Friday, 9:00 am – 5:00 pm GMT/BST.