Ode

Ode

RETURNS & FAULTY GOODS POLICY

At Ode, all products are produced using Direct-to-Film (DTF) printing methods and are bespoke made to order. As each item is custom printed specifically for you, we are unable to accept returns, exchanges or cancellations for reasons of change of mind, incorrect size ordered, or any other non-fault-related issues.

This is in accordance with UK consumer laws governing the supply of custom or personalised goods, which are exempt from the standard 14-day return/cancellation rights.

PRODUCTION & DISPATCH

  • All orders are dispatched within 2 working days from the date of ordering.
  • Orders are shipped via Royal Mail Tracked 48 Hour services.
  • Once dispatched, delivery times are the responsibility of the courier (Royal Mail).
  • Delays in transit do not constitute grounds for cancellation, refund or return, as the order will have been fulfilled and dispatched on time from our premises.

FAULTY OR DAMAGED ITEMS

We take extreme care to ensure your order arrives in perfect condition. However, in the unlikely event that your item arrives faulty, damaged, or incorrect due to an error on our part, we will:

  • ✅ Offer a re-run (replacement) of the exact same item — matching the original order specification exactly (same product, size, colour and print)
  • ❌ No changes or alterations can be made to the replacement.
  • 🖼️ We may request photo or video evidence of the fault, or alternatively request that the faulty item is returned or destroyed before a replacement is issued. Further instructions will be provided upon reporting the fault.

HOW TO REPORT A PROBLEM

Please contact us within 7 days of receiving your order with the following information:

  • Your order number
  • Description of the issue
  • Clear supporting photos or video of the fault

Once verified, we will begin the re-run process promptly.

IMPORTANT NOTES

  • No refunds will be issued for bespoke/custom-made goods unless legally required.
  • Replacements are like-for-like only — no modifications can be made.
  • We are not responsible for issues caused by incorrect sizing or information provided by the customer at the time of ordering.
  • If your parcel is delayed or lost due to courier issues, we will investigate and support accordingly, following the courier’s claims process — however a courier delay alone does not create a right to return or refund.

If you have any questions about this policy, please contact our customer service team at any time.

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