Refund policy

30-day returns

We offer a 30-day return window. You have 30 days after receiving your item to request a return under this policy.

This is a voluntary return offer and does not limit any statutory rights you may have, including the European Union right of withdrawal described below.

To be eligible for a return under this 30-day policy, the item must be returned in the condition in which you received it, unworn or unused, with tags attached and in its original packaging. You’ll also need your receipt or other proof of purchase.

How to start a return

To start any return, email helloobsidianchic@gmail.com with:

  • Your order number
  • The item or items you want to return
  • A clear description of your request
  • Whether you are requesting a return under our 30-day policy or exercising an EU right of withdrawal

You do not need to provide a reason for an EU withdrawal. A brief description of the request helps us process your return correctly.

Please do not send items back before we confirm your return and provide instructions. If your return is approved, we’ll provide the return address and instructions for sending the item back.

You are responsible for the direct cost of return shipping for standard returns under our 30-day policy.

After we confirm a standard return, you must send the item within 14 days using the instructions we provide.

European Union right of withdrawal

If your order is shipped to the European Union, you have a statutory right to withdraw from your purchase without giving a reason. You may exercise this right before delivery or within 14 days after receiving the last item in your order.

To exercise your right of withdrawal, email helloobsidianchic@gmail.com with your order number and a clear statement that you want to withdraw from the purchase. You do not need to explain why you are withdrawing.

This 14-day statutory right is separate from our voluntary 30-day return policy. After the 14-day withdrawal period ends, you may still request a return within the 30-day window, subject to the eligibility requirements in the 30-day returns section above.

After telling us that you wish to withdraw, you must send the goods back without undue delay and no later than 14 days after notifying us. We’ll provide the return address and instructions for sending the goods back.

You are responsible for the direct cost of returning the goods unless applicable law requires otherwise.

Items must be returned in the same condition in which you received them. You may be responsible for any reduction in value caused by handling beyond what is necessary to inspect the goods.

For a valid withdrawal, we’ll refund the returned products and the standard outbound shipping cost. Additional charges for upgraded delivery are not refundable.

We’ll issue the refund within 14 days after receiving your withdrawal request. However, we may wait until we receive the returned goods or you provide proof that they have been sent back, whichever happens first.

Order cancellations

If you need to cancel an order, contact us as soon as possible at helloobsidianchic@gmail.com with your order number.

We’ll try to cancel the order before it is processed or shipped, but cancellation cannot be guaranteed once processing or shipment has started. If the order has already shipped, please follow the return instructions in this policy.

EU customers retain the statutory right of withdrawal described above.

Damaged, faulty, or incorrect items

Please inspect your order when it arrives and contact us promptly at helloobsidianchic@gmail.com if your item is defective, damaged, incorrect, or not as described.

Please include your order number and photographs where relevant. We’ll review the issue and arrange an appropriate solution, which may include a replacement or refund.

If an item is faulty, damaged, incorrect, or not as described, this policy does not limit your statutory rights. We’ll provide appropriate return instructions and cover reasonable return shipping costs where required.

Non-returnable items

Some items may not be returnable, including:

  • Personalised or custom-made products, where permitted by law
  • Perishable goods
  • Sealed hygiene-sensitive products that have been unsealed, where returns are restricted by law
  • Hazardous materials, flammable liquids, or gases
  • Gift cards
  • Items clearly marked as final sale

Sale items are returnable unless they are clearly marked as final sale.

These exclusions do not affect your statutory rights, including your rights where goods are faulty, damaged, incorrect, or not as described. EU customers may also have statutory withdrawal rights unless a lawful exception applies.

If you’re unsure whether your item qualifies for a return, contact us before sending it back.

Exchanges

We don’t currently offer direct exchanges.

If you need a different size or colour, request a return for the original item under this policy and place a new order separately. A new order is subject to product availability and current pricing.

Refunds

For standard returns under our voluntary 30-day policy, you are responsible for the direct cost of return shipping. We’ll notify you once we’ve received and inspected your return. If the return is approved, we’ll issue the refund to your original payment method within 10 business days of receiving and inspecting the returned item.

Original outbound shipping charges are not refunded for voluntary 30-day returns, unless required by applicable law.

For valid EU withdrawals, we’ll refund the returned products and the standard outbound shipping cost as described in the European Union right of withdrawal section. Additional charges for upgraded delivery are not refundable.

Your bank or card provider may take additional time to process and display the refund.

If you have not received an approved refund after the applicable processing period, contact us at helloobsidianchic@gmail.com.

Contact us

For questions about returns, EU withdrawals, cancellations, exchanges, or refunds, contact:

helloobsidianchic@gmail.com