Last updated: 23 September 2026
Your right to cancel
If you are a UK consumer buying online, you normally have 14 days from the day after you receive your order to tell us that you wish to cancel. You then have a further 14 days to return the goods.
To start a return, email hello@theotherthing.co.uk with your order number and the item you wish to return. Please wait for return instructions before posting anything.
Condition of returns
Items must be unworn, unwashed and returned with original tags and packaging where reasonably possible. You may inspect an item as you would in a shop, but we may reduce a refund if handling beyond that has reduced its value.
Standard designs that are produced after you order are still covered by your statutory cancellation rights. Items genuinely personalised to your specification are excluded unless faulty or incorrectly supplied.
Return costs
You are responsible for return postage for a change-of-mind return. We recommend using a tracked service. If an item is faulty, damaged, or incorrect, contact us before returning it and we will arrange an appropriate remedy and cover reasonable return costs.
Refunds
We will refund eligible payments, including the least expensive standard delivery option offered, within 14 days of receiving the returned goods or evidence that you sent them back, whichever is earlier. Refunds are made to the original payment method. Enhanced delivery charges are not refundable beyond the standard delivery amount.
Faulty goods
Your rights under the Consumer Rights Act 2015 are not affected. Goods must be as described, satisfactory quality and fit for purpose. If there is a problem, contact us promptly with your order number and photographs where helpful.
Exchanges
Because products are produced to order, we do not guarantee direct exchanges. The quickest option may be to return the original item and place a new order.