Refund policy

Thank you for shopping at Oddly Epic!

We hope you absolutely love your Oddly Epic order - but if something’s not quite right, we’re here to make it right.

We're committed to making your experience as smooth and satisfying as possible. While we hope you adore everything you order, we understand that sometimes things don’t go as planned. Below is our return and refund policy, which applies to all purchases made on www.oddlyepic.com. 

1. Returns & Refund Eligibility

We accept returns and offer refunds in the following situations:

Damaged or Defective Items

Oh no! If your item arrives damaged, faulty, or not what you expected, don’t worry - just email us at orders@oddlyepic.com within 14 days of delivery, and we’ll sort it out.

A photo or video of the issue is usually all we need to offer you a refund, replacement, or store credit - whichever feels right to you.

In most cases, you won’t need to send the item back. But if a return is necessary, we’ll provide a prepaid return label and guide you through the process.

Order Cancellations
If you change your mind, you can cancel your order within 24 hours of placing it for a full refund. After this window, your order may already be in processing and cancellation might not be possible.

Changed your mind?
That’s okay too! You can return unused, non-personalised items within 14 days of delivery. Items must be in their original condition and packaging. 

To return an item, just:

  • Email us at orders@oddlyepic.com
  • Include your order number
  • Let us know you'd like to return your item

Please note:

  • Return postage is the customer’s responsibility for change-of-mind returns
  • We recommend using a tracked service, just in case!
  • Refunds are processed to your original payment method once we receive the item.

Personalised or custom items
Due to their bespoke nature, personalised or custom-made items are non-refundable, unless they arrive damaged or incorrect - in which case, we’ll absolutely make it right.

Holiday Returns Extension
Orders placed between 15th December and 15th January qualify for an extended returns window of 30 days, to give you extra peace of mind during the festive season. 

2. How to Request a Return or Refund

To request a return, please email us at orders@oddlyepic.com with the following:

  • Your order number
  • A brief description of the issue
  • Photos or a short video (if applicable)

We’ll review your request within 3–5 business days and let you know the next steps.

If a return is needed, we’ll send you instructions - and a returns label, if applicable. In other cases, a photo may be all we need to resolve things. 

3. Return Shipping

Return shipping is the customer's responsibility unless the item is faulty or damaged.
If we confirm the item is defective, we’ll cover the cost and provide a prepaid return label. 

Approved returns should be sent to: 

Oddly Epic
Coles Grove 
Chandlers Road 
Gravesend 
Kent, DA13 0DB 
United Kingdom

Important: Please do not send anything back without contacting us first. We need to approve the return to avoid delays or lost items.. 

4. Refund Timeframes

Refunds are issued back to your original payment method once the item is received and inspected (if a return is required).

This typically takes 3–5 business days from the date we receive your return.

Please note:

  • It may take an additional 1–5 business days for the funds to appear in your bank or payment account, depending on your provider.
  • We do not charge any restocking fees - you’ll receive the full eligible amount for your approved return.
  • Shipping costs are non-refundable unless the item was faulty or incorrect.

5. Shipping Delays & Delivery Issues

We aim to dispatch all orders within 1–3 business days, and estimated delivery times can be found on our Shipping Policy page.

Please note:
Refunds will not be issued solely due to delivery delays while your item is still in transit. However, if your parcel is severely delayed or appears lost, we’re here to help investigate and resolve it. 

6. What’s Not Covered

We may be unable to accept your return or issue a refund if:

  • The return request is made more than 14 days after delivery.
  • The item has been used, altered, or damaged due to misuse.
  • The item was custom-made or personalised (unless damaged or incorrect). 
  • We never charge restocking fees for returned items.

7. Need Help?

If you have any questions or concerns, our friendly team is here to help!

📧 Email: orders@oddlyepic.com
💬 Live chat: Click the chat icon in the bottom right corner of your screen
📍 Contact Form: Reach out here
🕗 Operating Hours: Monday - Friday 9:00 - 17:00

We aim to respond to all inquiries within 1–2 business days.