Shipping Policy

Our goal is to make shipping clear and straightforward so you know what to expect before you place an order.

Shipping Range

Countries: We currently ship to customers in the United Kingdom and selected international destinations listed at checkout.
Future expansion: We may add more shipping destinations over time; any new countries will appear automatically in the checkout country selector.

Within available shipping countries: Free standard shipping on all orders shown at checkout.
No hidden fees: All costs, including any shipping upgrades if offered, are displayed before you confirm your order.

Processing time: Orders are prepared and handed to the carrier within 1–2 business days, Monday to Friday.
Cut‑off time: Orders placed after 22:00 GMT/BST are treated as received on the next business day.
Weekend orders: Orders placed on weekends or public holidays are processed on the next working day.

All products listed on our website are in stock and ready to ship. We do not offer pre-orders or made-to-order items.

Estimated delivery time: Standard delivery usually takes 5–7 business days after dispatch, depending on destination.
Business days: Shipments move Monday to Friday only.
Delays: Delivery times are estimates and may be affected by factors such as weather, customs or carrier delays.
Total delivery time: From placing your order to receiving it, please allow 6–9 business days in total.

Carriers: Orders are shipped with reliable courier services such as DHL or FedEx (or local partners where applicable).
Insured shipments: All parcels are sent with tracking, and many are insured; if your order is lost or arrives damaged, contact our support team.
Packaging: We aim to use packaging that protects your knitwear while minimizing unnecessary waste.

Tracking email: Once your order has been dispatched, you will receive a shipping confirmation email with the carrier name and tracking number.
Track online: You can track your parcel using the link in the email or by visiting our tracking page: Track Your Order.
Need help? If you have questions about tracking, our team is available via the Contact page.

Missing items in a parcel: If anything is missing from your delivery, please email contact@onyourshape.com within 7 days of receiving your package.
Missing parcel: If your parcel does not arrive within the expected time frame, contact us so we can open an investigation with the carrier and arrange a replacement or refund if the parcel is confirmed lost.

For full details, please see our Return and Refund Policy. Key points:

Return window: Returns are accepted within 30 days of the delivery date.
Conditions: Items must be unused, undamaged and returned in their original packaging with all tags attached. Custom or made‑to‑order items and certain hygiene‑sensitive products may not be returnable unless faulty; any exceptions are listed on the product page.
Costs:
- Defective / wrong / damaged items: onyourshape covers the return shipping cost and offers a replacement or refund.
- Change of mind / size or style not suitable: The customer pays the actual cost of return shipping.
Refund timing: Refunds are processed within 14 days of receiving and checking the returned item and are issued to the original payment method.
Restocking fees: No restocking fee is charged on returns.