Refund Policy
Returns & Refunds
At Old Money Row, we want you to be happy with your purchase. For most eligible online purchases, you may notify us that you wish to return your order within 14 days of receiving it.
Once you have notified us of your decision to return an eligible item, you should send it back within the applicable return period.
To help us process your return efficiently, we ask that items are returned in their original condition, unworn and unused, with the original tags and packaging where reasonably possible.
You may inspect or try on an item in the same way you reasonably would in a shop. However, where an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and fit, any refund may be reduced where permitted by law.
How to Request a Return
To request a return, please contact our customer support team at:
Please include your order number and the email address used when placing your order.
Once your return request has been reviewed, we will provide the relevant return instructions and, where applicable, the address to which your parcel should be sent.
Please do not send a return to our business address unless our support team has specifically confirmed that it should be used as the return address.
Return Postage
For standard change-of-mind returns, customers are responsible for the cost of returning the item unless we confirm otherwise.
Old Money Row does not charge a separate return handling fee.
We strongly recommend using a tracked return service and retaining your proof of postage until your return has been completed.
If your item is faulty, damaged, incorrect or not as described, please contact us before returning it so that we can provide the appropriate instructions.
Exchanges
The quickest way to receive a different size, colour or product is usually to return the original eligible item and place a new order for your preferred option.
Where an exchange option is available, our support team will confirm the process with you by email.
Product availability cannot be guaranteed while a return or exchange is being processed.
Order Cancellations
If you would like to cancel or amend an order, please contact us as soon as possible at support@oldmoneyrow.com .
We process orders quickly, so we cannot guarantee that an order can be changed or stopped before dispatch.
If your order has already been dispatched, you may still exercise any applicable cancellation and return rights by following the returns process outlined in this policy.
If you notice an incorrect delivery address, size or product variant, please contact us immediately. We will make reasonable efforts to amend the order before dispatch, but changes cannot be guaranteed.
Damaged, Faulty or Incorrect Items
Please inspect your order as soon as reasonably possible after delivery.
If an item arrives damaged, is faulty, is not as described or you receive the wrong item, please contact us promptly so that we can review the issue and provide an appropriate solution.
When contacting us, please provide your order number and, where helpful, clear photographs showing the issue.
Nothing in this Returns & Refunds Policy affects your statutory rights under applicable United Kingdom consumer law.
Items That May Not Be Eligible for Change-of-Mind Returns
Certain goods may be excluded from standard change-of-mind cancellation rights where permitted by law. These may include:
- personalised, bespoke or made-to-order products;
- goods that deteriorate or expire rapidly;
- sealed goods that are not suitable for return for health or hygiene reasons once the seal has been broken; and
- other items that fall within an applicable legal exception.
If you are unsure whether a particular item is eligible for return, please contact us before sending it back.
These exclusions do not remove any statutory rights you may have where goods are faulty, damaged, not as described or otherwise fail to meet applicable legal requirements.
Sale Items
Sale and promotional items are subject to the same applicable statutory consumer rights as full-price goods.
Where a sale item is otherwise eligible for a standard online return, the same return procedure set out in this policy will apply.
Refunds
Once we receive your returned item, we will inspect it and notify you regarding the status of your refund.
Where a refund is due, it will be issued to your original payment method within the timeframe required by applicable law.
For eligible online cancellations, we may wait until we receive the goods back or receive appropriate evidence that they have been returned before completing the refund.
Once a refund has been issued by Old Money Row, your bank, card provider or payment provider may require additional time to display the funds in your account.
If you believe there is an issue with an approved refund, please contact: support@oldmoneyrow.com .
Proof of Purchase
We may ask you to provide reasonable proof of purchase when processing a return, refund, exchange or faulty-item claim.
This may include your order confirmation, order number or another suitable record showing that the item was purchased from Old Money Row.
Contact Us
If you have any questions about a return, exchange, cancellation or refund, our support team will be happy to assist you.
Business Information
Store Name: Old Money Row
Company Name: Old Money Row LTD
Business Address: 58 Hawthorn Drive, Nottingham, NG7 5LP, United Kingdom
Email: support@oldmoneyrow.com
Service Hours: Monday to Friday, 9:00 AM to 9:00 PM
