1. RIGHT TO CANCEL
You can cancel your order for any reason within 14 days of the day after you receive your item(s). To do so, please email us at contact@my-onesie.co.uk with your order number and a clear statement that you wish to cancel.
You must then return the item(s) within 14 days of telling us you wish to cancel.
Before your order is dispatched, you can also contact us to change or cancel your order. Once it has been dispatched, we are unable to change the delivery address or stop the parcel. If you no longer want your order, please wait until you receive it, then return it under your right to cancel.
2. HOW TO RETURN AN ITEM
To return an item, please email us at contact@my-onesie.co.uk with your order number and the item(s) you wish to return. We will then send you the return instructions, including the return address.
Please send the item(s) back within 14 days of telling us you wish to cancel.
Please do not send items back without contacting us first, as we may not be able to identify your return.
3. CONDITION OF RETURNED ITEMS
You may handle the item(s) as you would in a shop, to check the size, style and quality. Please return them unused, with their original labels attached and in their original packaging.
We may inspect returned items before issuing a refund. If an item has been worn, washed, damaged or handled beyond what is necessary to check it, we may reduce your refund to reflect the loss in value. If the item can no longer be sold, this reduction may be up to the full value of the item, meaning no refund will be issued.
4. FAULTY, DAMAGED OR INCORRECT ITEMS
If an item is faulty, damaged or not as described, or if you have received the wrong item, please contact us at contact@my-onesie.co.uk with your order number and photos of the issue.
In line with the Consumer Rights Act 2015:
- within 30 days of delivery, you are entitled to a full refund;
- after 30 days, we will first offer a repair or replacement; if this is not possible or does not fix the issue, you may be entitled to a price reduction or a refund.
This does not cover damage caused after delivery, including misuse, accidental damage, washing not in line with the care label, or normal wear and tear.
5. REFUNDS
Once we have received your returned item(s), or you have provided proof that you have sent them back, whichever is earlier, we will process your refund within 14 days.
Refunds are made to the original payment method used for your order. Depending on your bank, it may take a few working days for the refund to appear on your account.
If you have not received your refund after this time, please first check with your bank, then contact us at contact@my-onesie.co.uk and we will look into it.
6. SALE ITEMS
Sale and discounted items can be returned under the same conditions as full-price items. Refunds are based on the price you paid, not the original price.
7. EXCHANGES
If you would like a different size or item, please email us at contact@my-onesie.co.uk. We will arrange an exchange for the same item in another size, or for a similar item of equal value, subject to availability.
If the item you would like is not available, we will refund you instead.
8. RETURN DELIVERY
If you are returning an item because you have changed your mind, or for an exchange, the cost of return delivery is your responsibility.
If an item is faulty, damaged, not as described, or if you have received the wrong item, we will cover the return delivery costs (see Faulty, Damaged or Incorrect Items).
Please keep your proof of postage until your refund or exchange has been completed. We are not responsible for items lost in transit on their way back to us.
Last updated: September 2026