We're sorry to hear you're having issues with the returns portal. Here are some common reasons and how to resolve them.
Try logging in to your account first
- The quickest way to start a return is by logging into your account, heading to the relevant order, and clicking ‘Start a return’.
- This will automatically authenticate your details and take you straight to the step where you can select the items you’d like to return, no need to re-enter your information manually!
Check if your on the correct portal
- Please submit your return on the site you placed your order on: UK, US, AU.
- Your order number needs to be in this format: OP000000UK, OP000000US or O000000AU
- The portal will ask you to enter either your email or postcode
Check if your return is within policy
UK CUSTOMERS:
- Orders must be returned back to us within 14 days for a refund or exchange, from the date your order is delivered, extended to 30 days for store credit.
INTERNATIONAL CUSTOMERS:
- Orders placed before the 27th of February 2026 must be returned back to us within 30 days for a refund or exchange, from the date your order is placed, extended to 45 days for store credit.
- Orders placed from the 27th of February 2026 must be returned back to us within 14 days for a refund or exchange, from the date your order is delivered, extended to 30 days for store credit.
Check the time your order was delivered
For UK Customers, please note that it can take up to 12 hours for the delivery date to update on our system, so we recommend waiting at least one hour after delivery before registering your return.
If the returns portal is still not working get in touch by clicking the 💬 icon which can be found at the bottom left corner of the page. Make sure to have your details at the ready! Our virtual assistant will be more than happy to assist you.