We want you to shop with confidence. That is why we are happy to offer a full refund or exchange if you are not 100 per cent happy with your purchase, provided that you return it in saleable condition within 28 days along with proof of purchase. We regret we cannot accept the return of items worn close to the body such as underwear.

Goods must be returned in their original packaging, with their labels still attached and in a saleable condition, unwashed and unused. Please contact customerservice@onapolo.com for instructions on how to return your order.

In some instances, we are unable to offer refunds or exchanges such as in the case of personalised products. This does not affect your statutory rights.
As a guideline, the following examples are not covered by our returns policy:
1. Made to measure, altered, or personalised products
2. Made to order products

Where promotions have been applied, discounts will be applied to each item in the basket. In the event of a return, you will only be refunded the amount paid. If the order contained a free promotional gift, the gift must be included with the return of any related items.

Gifted products can only be refunded to the original purchaser or a credit note can be provided to the gift recipient.

If you have ordered from the UK and the value of your item(s) you are returning is over £250, we strongly advise you to use our courier collection service. Please contact our Customer Service team by calling +44 (0) 7976 729094 or email us at customerservice@onapolo.com

As an international customer you can return your parcel using any postal service. Your parcel will need to arrive at our UK return address within 28 days of our return request. Unfortunately, we cannot refund any taxes, duties, charges or delivery costs which you may have paid when placing your order.

Certain countries operate schemes to reclaim any local tax and duties if you return goods and will require a specific application by you to your local government or authority.

Once we have received your items you will receive a confirmation email. A refund will be issued to your original payment method within 5 days. Orders paid for by Gift Card will be refunded to an eVoucher.

We will endeavour to process your return on the day we receive your parcel however under some circumstances this could take up to 14 days. When the return is processed you will receive an email confirming your refund. It will usually take 5 days from receipt of the email for your account to be credited however some payment providers and payment types can take up to 14 days to credit your account. For further details about our refund policy please refer to our Terms and Conditions.

Exchanges
If you would like to make an exchange on your purchase please follow the steps in this section on ‘How to make a return’. Exchanges can be made on a like-for-like basis, this means a different size or colour of the same product. If you would like a different product, please use the same process to return the item for a refund and place a new order.