Refund policy

Changed your mind, or it just doesn’t fit? You have 30 days from delivery to send it back, whether you ordered in the UK or in Italy. If an item is faulty or we’ve sent the wrong thing, the return is free.

United Kingdom

At a glance

  • Return window: 30 days from the day you receive your order
  • Change of mind or wrong size: you pay the return postage
  • Faulty, damaged or incorrect item: free return, with a refund or replacement
  • Restocking fee: none
  • Exchanges: yes, for a different size or colour, subject to stock
  • Refund method: your original payment method, in GBP
  • Refund timing: within 7 days of your return reaching us
  • Your legal rights: Consumer Rights Act 2015 and Consumer Contracts Regulations 2013

Italy

At a glance

  • Return window (diritto di recesso): 30 days from the day you receive your order
  • How to start: the “recedi dal contratto qui” button on our website, or by email
  • Change of mind or wrong size: you pay the return postage
  • Faulty, damaged or incorrect item: free return, with a repair, replacement or refund
  • Restocking fee: none
  • Exchanges: yes, for a different size or colour, subject to stock
  • Refund method: your original payment method, in EUR
  • Refund timing: within 7 days of your return reaching us, and never later than 14 days from your withdrawal request
  • Your legal rights: Italian Consumer Code (Legislative Decree 206/2005), including the 24-month legal guarantee of conformity

How to return something you don’t want

  1. Tell us within 30 days of delivery. Email support@ostavel.com with your order number, the item(s) you’re sending back, and whether you’d like a refund or an exchange. If you’re in Italy, you can also use the “recedi dal contratto qui” button on our website: fill in the short form, confirm with “Conferma recesso”, and we’ll email you a receipt with the date and time straight away.
  2. Wait for our return instructions. We’ll reply within one working day with the return address and what to do next. Please don’t post anything back before you’ve heard from us, as parcels sent to the wrong address can go missing.
  3. Pack it up. Use the original packaging if you still have it, with the tags left on. For shoes, put the shoebox inside a bag or another box rather than taping a label directly onto it.
  4. Send it back. Post it with a tracked service and keep your proof of postage until your refund arrives. For change-of-mind returns, the postage cost is yours.

You don’t have to give a reason, and you don’t have to use a form. Any clear statement that you want to cancel is enough. A model form is at the bottom of this page if it helps.

What condition items should be in

You’re welcome to try things on the way you would in a shop:

  • Clothing: try it on over your own underwear, keep the tags attached, and take care to avoid marks from make-up, fake tan, deodorant or perfume.
  • Shoes: try them on indoors on a clean, soft surface such as carpet. The soles should come back unmarked.
  • Accessories: unused, with any protective film, dust bag or packaging included.

If an item comes back worn, washed, altered, marked or smelling of perfume or smoke, we’ll still process your return within the legal 14-day period, but we may reduce the refund to reflect the loss in value, as the law allows. From day 15 to day 30, our extended returns cover items that are unworn and in their original condition with tags attached.

Items we can’t accept back for hygiene reasons

For health and hygiene reasons, the following can’t be returned once their hygiene seal or protective liner has been removed:

  • swimwear bottoms and one-piece swimsuits
  • underwear and lingerie
  • earrings for pierced ears

We’ll show this clearly on the product page of any item it applies to. It doesn’t affect your rights if the item is faulty.

Faulty, damaged or incorrect items

If something arrives faulty, damaged, or isn’t what you ordered, email support@ostavel.com with your order number, a short description and a few photos. We’ll cover the cost of sending it back, either with a prepaid return label or by refunding your postage. If your parcel arrives visibly damaged, please photograph the outer packaging before you open it.

Your rights in the UK (Consumer Rights Act 2015)

  • Within 30 days of delivery, you can reject a faulty item and get a full refund.
  • After 30 days and up to 6 months, we’ll offer a repair or replacement first. If that isn’t possible or doesn’t fix the problem, you’re entitled to a refund. A fault that shows up within 6 months is assumed to have been there at delivery, unless we can show otherwise.
  • After 6 months, you can still make a claim, but you may need to show the fault was there when the item was delivered. You can bring a claim for up to 6 years after delivery (5 years in Scotland).

Your rights in Italy (garanzia legale di conformità)

  • Every item is covered by the legal guarantee of conformity for 24 months from delivery, under articles 128 and following of the Italian Consumer Code.
  • A fault that appears within 12 months of delivery is presumed to have existed at delivery, unless we can prove otherwise.
  • Please let us know within 2 months of discovering the fault.
  • You’re entitled to have the item repaired or replaced free of charge. If that isn’t possible, or doesn’t solve the problem, you can ask for a price reduction or a full refund.

Normal wear and tear, accidental damage, or damage from not following the care label isn’t a fault.

Exchanges

Want a different size or colour? Say so when you contact us about your return. If the item is in stock, we’ll reserve it for you and send it out free of charge once your return reaches us. If it has sold out in the meantime, we’ll refund you instead.

Refunds

  • We check every return when it arrives and email you once it’s been approved.
  • Refunds are made to the payment method you used, in the currency you paid in (GBP or EUR), within 7 days of your return reaching us. If you’ve sent us proof of postage first, we’ll refund from that date, and never later than the legal deadline of 14 days.
  • Your bank or card provider may then take 3 to 5 working days to show the money in your account.
  • Delivery to you is always free, so there’s no delivery charge to refund or deduct. Return postage for change-of-mind returns isn’t refundable.
  • If you used a discount code, we refund the amount you actually paid.

Cancelling before your order ships

If you change your mind before your order has been dispatched, email us with your order number. We’ll cancel it and refund you in full straight away.

Your statutory rights

This policy is in addition to your legal rights, never instead of them. In the UK, that means the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. In Italy, it means the Italian Consumer Code. Our 30-day window gives you extra time on top of the 14 days the law requires.

Model cancellation form

You don’t have to use this form, but you can copy it into an email if it helps.

To: Ostavel (Midtux LTD), support@ostavel.com

I hereby give notice that I cancel my contract of sale of the following goods: [item(s)]

Ordered on [date] / received on [date]

Order number: [order number]

Name: [your name]

Address: [your address]

Date: [date]

Contact

Email: support@ostavel.com
Address: 129 Gawthorne St, New Basford, Nottingham NG7 7JU, United Kingdom
Address (Italy): Via Porta Calcinara, 22, 27100 Pavia PV, Italy
Contact form: Click here
Customer Service Hours: Monday to Friday, 9:00 AM – 5:00 PM (GMT)

Weekend messages will be answered the following Monday.