RETURNS & EXCHANGES
We want you to love your OHEN pieces. If your purchase isn't quite right, we offer returns and exchanges on eligible items within 14 days of receiving your order.
Eligibility
To be eligible for a return, items must:
- Be returned within 14 days of delivery
- Be unworn, unwashed and in original condition
- Have all original tags attached
- Be free from marks, fragrances, deodorant, makeup or any signs of wear
- Be returned in their original packaging where possible
Sale Items
Items marked as Final Sale are not eligible for return, exchange or refund unless they are faulty or required under applicable consumer law.
Exchanges
We currently offer exchanges for alternative sizes or colours, subject to availability. If your preferred item is unavailable, a store credit will be issued.
Refunds
Approved returns will be refunded to the original payment method used for purchase. Please allow up to 5 business days for your return to be processed once received, and a further 3–10 business days for the refund to appear in your account, depending on your financial institution.
Original shipping charges are non-refundable unless the item is faulty or incorrect.
Faulty Items
We take great care in the design and production of our garments. If you believe your item is faulty, please contact us at [email address] with your order number and photographs of the issue. We will assess the claim and provide a suitable resolution in accordance with applicable consumer laws.
HOW TO RETURN
New Zealand
To initiate a return:
- Complete the Returns Card included in your order
- Repack the items, including this card, in the OHEN box or bag and attach the return label provided.
- Go to nzpost.co.nz/tools/bookapickup/address to book your pick up, or drop it off at your local NZ Post store.
Australia
To initiate a return:
- Email hello@shopohen.com with your name, order number, and the item(s) to be returned for a refund, exchange, or store credit.
- Once approved by our team, a pre-paid return label will be sent to you via email.
- Complete the form below and repack the item(s) to return.
- Print off and attach the return label and drop off at your nearest post office.
- The return will be processed once it arrives at our warehouse and a confirmation email will be sent to you.
Rest of the World
Customers are responsible for return shipping costs unless the item is faulty or we have sent the incorrect item. We recommend using a tracked shipping service, as we cannot be responsible for returns lost in transit.