Thank you for shopping with OX16. If you are not happy with your order, this policy explains how to return or exchange it.

1. Returns

You can return most items bought on ox16clothing.uk within 30 days of delivery. To be accepted, an item must be:

  • new and unworn, unwashed and undamaged;
  • returned with all original tags and, where possible, the original packaging.

Mystery bags can only be returned if they are unopened.

2. How to Start a Return

  1. Contact us: email [email protected] with your order number and the reason for the return. If the item is faulty, please include photos.
  2. Return authorisation: we will reply with a return authorisation (RA) number and instructions.
  3. Pack your return: pack the item securely, include a copy of your order confirmation and write the RA number on the outside of the parcel.
  4. Send it back to: OX16 Clothing, 182-184 High Street, North East Ham, London E6 2JA, United Kingdom.

Return postage is paid by the customer unless the item is faulty or we sent the wrong item. We recommend a tracked service, as we cannot refund parcels that do not reach us.

3. Refunds

Once your return arrives and has been checked, we will process your refund within 5–7 working days to your original payment method. We will email you when the refund has been issued. Original shipping charges are not refunded unless the return is due to our error.

4. Exchanges

We do not offer direct exchanges. To change a size or colour, return the original item for a refund and place a new order.

5. Faulty or Incorrect Items

If your item arrives damaged, faulty or incorrect, email us within 7 days of delivery with your order number and photos. We will arrange a replacement or a full refund, including postage costs.

6. Cancellations

You can cancel an order free of charge before it has been dispatched by emailing us. Once dispatched, please follow the returns process above. This does not affect your statutory rights under the Consumer Contracts Regulations.

7. Contact

Questions about a return? Email [email protected] or use our contact page. You can follow your parcel on the Track Order page.