More About Our Return Policy
We hope that you love your new purchase. If for some reason you are unhappy with your purchase, you don’t like it or it doesn’t fit, then we are happy to refund your order provided it is back to us within 14 days from the date you receive your goods.
The product must be returned with all tags attached, in new, unused and unworn condition and in the original packaging. All shoes must be returned in the original box. We do not issue refunds on gift card purchases. Please note that it is company policy to return goods to the customer if we suspect that any product has been used or worn.
PLEASE NOTE: We do not accept the return of any personalised item unless the product is faulty.
All orders placed online will be dispatched with a dispatch note. This dispatch note will outline the details of your purchase, our contact details and the return address. When making a return, you must send back this original dispatch note.
When the item arrives back with us, it will undergo the quality checks that are carried out before dispatch. Following inspection, we will refund the amount due through the original method of payment excluding original postage charge.
You will receive a confirmation email to say that we have received the goods back and the refund has been processed.
PLEASE NOTE: We aim to have your refund processed within 48 hours of it arriving back with us.
When your refund is processed you should expect to see the funds back with you within five working days from receipt of your email. (some banks may take longer). If you have not received your money back into your account after ten working days, then you should contact us.
How do I return my order?
If you need to make a return, the process is simple. Please follow these steps:
1. Please return your dispatch note along with your order and let us know your reason for return. If you do not have the dispatch note then please include a note with all your details (name, order number etc) and reason for return. The more information you give along with your return, the easier and quicker the process will be.
2. Contact us to let us know that you are sending us a return so that we can expect it.
3. The next step is to repackage your purchase and enclose the dispatch note or hand written note.
4. You should then bring the return to your local post office to send it back to us.
Returning Via Post
To return your item through the post, bring the package to the post office and return it to the following address:
Online Returns Department,
O’ Rahelly Sports
We recommend that you register the parcel and get proof of postage. Until the parcel is received by us at the above address, it remains your responsibility and you may need to track it.
To make your return in-store then please complete the Returns Form which you can download from our website and bring it to the cash desk along with your return. When you call in-store, please bring your return to the cash desk where our sales assistants will take it from you and pass it through to our online store to process the refund.
It will undergo the quality checks that are carried out before dispatch. Following inspection we will refund the amount due through the original method of payment excluding original postage charge. You will receive a confirmation email to say that we have received the goods back and the refund has been processed.
If you wish to exchange a product for a different size then we can arrange this. Please contact us. Let us know what size you need and we will let you know if it is available.
Once we receive the product being returned, with all tags attached in new unused and unworn condition and in the original packaging, then we will send you on the exchange item.
It is important to note that for health and hygiene reasons we are unable to offer refund or exchange on the following products, once the original packaging has been opened, unless they are faulty or misdescribed:
- Swimwear (you can try on swimwear over your own underwear and always keep the hygiene seal in place. We will not accept the return of any swimwear where the hygiene strip is not in place)
This policy does not affect your statutory rights relating to faulty or misdescribed goods or your right to cancel orders under consumer protection
Who pays for the return?
You will need to pay the return postage cost, unless the item is faulty. We recommend that you register the parcel and get proof of postage. Until the parcel is received by us at the above address, it remains your responsibility and you may need to track it.
What happens if I receive the wrong item in my order?
In the unlikely event that you receive the wrong item in your order, then please contact us right away. [email protected]
What happens if the item is faulty?
If the item that you receive is misdescribed or faulty, then please contact us straight away.
Determination on whether a product is faulty or not will be at the sole discretion of O Rahelly Sports. O Rahelly Sports reserve the right to have reasonable time to make decision on the product. We will endeavour to contact the customer with a decision within 10 days. If the item is deemed faulty, then the customer will be offered a repair (if the item is repairable) replacement (if the item is available) or refund. If you wish to have the faulty item refunded, then the refund will be processed through the original payment method and you will not be charged for any extra postage costs incurred.
Please note that you should follow all wash and care instructions according to what is indicated on the care label of the product. Products will not be accepted for return if they have not been taken care of in accordance with these instructions.
Our aim is to ensure that all of our customers are completely satisfied with their purchase and the service they have received from our customers service team. If for any reason you are unhappy, then please email us and we will do our best to resolve the matter immediately.