Refund policy
Last updated: 25 September 2026
YOUR RIGHT TO CANCEL
If you are a UK consumer purchasing online, you normally have 14 days from the day after receiving your order to tell us that you wish to cancel it. You then have a further 14 days to return the goods.
To request a return, email hello@theotherthing.co.uk with your order number and the item you wish to return. Please wait for return instructions before sending anything.
MADE-TO-ORDER PRODUCTS
Our clothing is produced after an order is placed. Standard products bearing our standard designs remain covered by your statutory cancellation rights.
Products that have been personalised or made to your individual specifications cannot normally be returned for a change of mind. This does not affect your rights if an item is faulty, damaged, misdescribed or incorrect.
RETURN CONDITION
Items should be returned unworn, unwashed and with their original tags and packaging where reasonably possible.
You may inspect an item as you would in a shop. We may reduce a refund where handling beyond what is reasonably necessary has reduced the item’s value.
RETURN COSTS
You are responsible for the direct cost of returning an unwanted item unless we agree otherwise.
If an item is faulty, damaged, misdescribed or incorrect, please contact us before returning it. Where appropriate, we will provide return instructions and cover reasonable return costs.
Please obtain proof of postage. We cannot accept responsibility for returns that do not reach us.
REFUNDS
For an eligible cancellation, we will refund the price paid and the standard outbound delivery charge. Any additional amount paid for premium or expedited delivery will not normally be refunded.
Refunds will be made to the original payment method within 14 days of receiving the returned goods or receiving satisfactory evidence that they have been sent back, whichever occurs first.
We may withhold the refund until we receive the goods or evidence that they have been returned.
FAULTY, DAMAGED OR INCORRECT ITEMS
Please inspect your order after delivery and contact us promptly if it is faulty, damaged, misdescribed or incorrect.
You have statutory rights under the Consumer Rights Act 2015. Nothing in this policy limits those rights.
EXCHANGES
We do not currently offer direct exchanges. If you require a different size or colour, please return the eligible item for a refund and place a new order.
NON-RETURNABLE ITEMS
We cannot normally accept returns of:
• Personalised or individually customised products, unless faulty or incorrect
• Items that have been worn, washed or damaged after delivery
• Items returned without first contacting us
• Gift cards, where applicable
CONTACT
To request a return or ask a question, email hello@theotherthing.co.uk.