Returns

 

Returning shop brought items

On The Common accepts returns and exchanges purchased in store within 14 days of purchase along with the receipt.

Returns can only be refunded by the method of purchase, i.e to the card they were purchased on, cash or value to the gift voucher used. Items must be returned in the original condition (unworn, unwashed, unaltered) and with tags attached.

Without the receipt items are unable to be returned. In the interests of hygiene we do not accept returns on pierced jewellery, underwear or swimwear if the hygiene seal has been removed, unless of course they are of unsatisfactory quality or unfit for purpose. We can not accept returns when washing errors occur. We can not be held liable for washing errors and aim to include relevant washing instructions for all garments.

We reserve the right to refuse any returns if we determine that the merchandise does not qualify for a return.  

PLEASE NOTE: If garments are returned back to us in a manner in which we are not able to re-sell we can not accept this return. Please take care when trying garments on to ensure no make up/tan marks occur, also please ensure to keep the garment in an environment that doesn't create an odour on the garment. If we deem an item has to be washed when receiving it this makes the item unable to be re-sold. Due to this reason the garment, will be returned back to the customer. Thank you for understanding.

 

Returning online orders

On The Common accepts returns and exchanges of unwanted items within 28 days of the order being delivered, either to the shipping address you've provided or delivery office/collection point. In the event that you're not at the shipping address to sign for your parcel at the time it's delivered, the 28 day policy will start from that date regardless of how many days/weeks you leave it before picking it up from the delivery office/collection point. Unfortunately, we cannot be held liable for delays in collecting parcels. Items must be returned in the original condition (unworn, unwashed, unaltered) and with tags attached. We do not offer pre-paid returns. 

Please post securely as we can not be held liable for returns that go missing in transit :)

Returned orders are your responsibility until they reach us. Please ensure that they are packed up properly and can't get damaged on the way. We always recommend using a signed for service. This way you will receive a tracking number and proof of delivery once the parcel has been signed for by us.

 

Please send all unwanted orders back to our OTC HQ:

On The Common
5 Main Road
Milford
ST17 0UL

 

Download Returns form

 

Please don't forget to include your returns form (filled in accordingly) with the parcel. If the returns form and/or order details are not included this will delay the returns process and we cannot guarantee that we will be able to process the return within the allocated time mentioned.

 

ONCE WE HAVE RECEIVED YOUR PACKAGE, YOUR REFUND/EXCHANGE WILL BE PROCESSED WITHIN 14 WORKING DAYS OF RECEIPT. You will receive a confirmation email detailing the refunds process.

REFUNDS can take up to 14 WORKING DAYS from the day the confirmation email is sent. This is dependant on banking providers terms, how long they take to process transactions and the processing times at our end as our team works through each return individually. We say working days as the bank and HQ works within working days only and not weekends/bank holidays.  Rest assured we always aim to process refunds within the allocated time provided so please allow up to this time. 

In the interests of hygiene we do not accept returns on pierced jewellery, underwear or swimwear if the hygiene seal has been removed, unless of course they are of unsatisfactory quality or unfit for purpose. We can not accept returns when washing errors occur. We can not be held liable for washing errors and aim to include relevant washing instructions for all garments.

We reserve the right to refuse any returns if we determine that the merchandise does not qualify for a return.  

 

Faulty returns

Customers are entitled to a full refund up to 30 days after receiving the goods if they turn out to be faulty. Any item(s) where a fault has been caused due to customers negligence, such as, but not limited to, pulls from wear or not following the care instructions, we will not be held responsible. Loose buttons or buttons falling off do not constitute a fault. A repair, where a repair is possible, will always be offered. Only manufacturing faults will be considered. 

 

Faulty/damaged

Customers are entitled to a full refund up to 30 days after receiving the goods if they turn out to be faulty. Any item(s) where a fault has been caused due to customers negligence, such as, but not limited to, pulls from wear or not following the care instructions, we will not be held responsible. Loose buttons or buttons falling off does not constitute a fault. A repair where a repair is possible will also always be offered. Only manufacturing faults will be considered. 

If the item is returned without tags we will offer a repair on this item.

If an item is deemed to be faulty upon it being delivered we will require photographs immediately upon delivery of the faulty item showing the fault. These images can be sent to our email address hello@onthecommon.co.uk no final decision of fault will be processed until the item is inspected in person by our returns team.

Please contact us via email hello@onthecommon.co.uk to make us aware of this issue prior to return. We will contact you in writing to confirm the next actionable steps within 2 working days.

PLEASE NOTE: If garments are returned back to us in a manner in which we are not able to re-sell we can not accept this return. Please take care when trying garments on to ensure no make up/tan marks occur, also please ensure to keep the garment in an environment that doesn't create an odour on the garment. If we deem an item has to be washed when receiving it this makes the item unable to be re-sold. Due to this reason the garment, will be returned back to the customer. Thank you for understanding. 

 

Returns in store

Online orders can be returned in store and exchanged. For more information on this feel free to give us a shout via email or phone.

 

Exchanges

Exchanges can only be made in store. We are unable to process online exchange requests at this time.

 

Late returns

If orders are returned after the 28 day allocated return time, it will be at the discretion of the returns team to accept this return. If this return is accepted the refund will be offered by way of exchange or store credit. The credit will be valid for 1 year from the date it is issued and will expire after that time. Once this has expired unfortunately this can not then be redeemed.

 

Contact

hello@onthecommon.co.uk