Refund policy

Last updated: 16 October 2026

We want you to love your One South piece. If something isn't right, here's how returns work. This policy does not limit any of your rights under the Consumer Protection Act or the Electronic Communications and Transactions Act.

Changed your mind (online orders)

• You can cancel an online order and return it within 7 days of delivery, without giving a reason.

• Let us know in writing by emailing hello@onesouth.store with your order number before you send anything back.

• Items must be unworn, unaltered and returned in their original packaging with all tags and inserts.

• You pay the direct cost of sending the item back. We recommend a tracked, insured service, as we can't refund parcels lost on the way to us.

• If an item comes back worn, damaged or missing its packaging, we may deduct a reasonable amount to restore it to a resellable condition.

Faulty items

• If your piece is faulty, you may return it within 6 months of delivery for a repair, replacement or refund.

• Email us a photo of the fault and your order number. We'll inspect the item and cover the cost of returning a genuinely faulty piece.

• Faults do not include damage from knocks, drops or pulling, contact with water, perfume, lotions, chlorine or cleaning products, normal wear over time (including gradual fading of plating), or repairs done by someone else.

Damaged, missing or wrong items

Please check your order when it arrives. If anything is damaged, missing or not what you ordered, email us within 48 hours of delivery with photos of the item and the packaging, and we'll put it right.

How to return an item

1. Email hello@onesouth.store with your order number and the reason for your return.

2. We'll reply with a return number and the return address. Parcels sent back without a return number cannot be accepted.

3. Pack the item securely and send it using a tracked service.

Refunds

Once we receive and inspect your return, we'll email you to confirm. Approved refunds are made to your original payment method within 30 days of your cancellation. Your bank may need a few extra days to show the refund.

Exchanges

The quickest way to get a different size or colour is to return the original item and place a new order.

Questions?

Email us at hello@onesouth.store and we'll be happy to help.