Refund policy

We want you to love your order. If something isn't right, you can return it within 30 days of delivery.

Returns

You have 30 days from the date you receive your order to request a return. To be eligible, items must be unworn, unwashed and in the same condition you received them, with the original tags and packaging. For hygiene reasons, briefs and socks can only be returned if they are unopened in their original packaging.

To start a return, email us at info@oyvella.com or use our contact page with your order number. We'll reply with the return instructions and the address to send your item to. Items sent back without first requesting a return can't be accepted.

Return shipping

We don't charge any return, handling or restocking fee. The customer is responsible for the postage cost of sending the item back to our warehouse. We recommend using a tracked service, as we can't be responsible for returns lost in transit.

Refunds

Once we receive and inspect your return, we'll email you to confirm whether your refund has been approved. Approved refunds are issued to your original payment method within 14 days. Please allow some extra time for your bank or card provider to process the refund.

Exchanges

We don't offer direct exchanges. If you'd like a different size or colour, return the original item for a refund and place a new order.

Damaged, faulty or incorrect items

Please check your order when it arrives. If an item is faulty, damaged or not what you ordered, contact us within 30 days of delivery with your order number and a photo, and we'll arrange a replacement or a full refund, including any postage costs.

Your statutory rights

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to cancel your order within 14 days of receiving it without giving a reason. Our 30-day return window gives you longer than this. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, including your rights if goods are faulty or not as described.

Non-returnable items

Gift cards cannot be returned. Opened briefs and socks cannot be returned for hygiene reasons unless they are faulty.

Contact

Oyvella (operated by Joao Salvador)
Travessa Quinta da Pegada 8, 2510-146 Óbidos, Leiria, Portugal
Email: info@oyvella.com
Phone: +351 967 633 781