Return & Exchange Policy

Last updated: 11 September 2026

At Oxen Hide we want you to shop with confidence. Please read this policy before placing your order. If anything is unclear, message us on WhatsApp at 0345 6606669 or email customerservice@oxenhide.com and we will help you before you buy.

1. Return and exchange window

You may request a return or an exchange within 5 days of receiving your order. Requests made after 5 days cannot be accepted.

2. Conditions

To be accepted, the item must meet all of these conditions:

• It is unused, undamaged and shows no signs of wear.
• All original tags, packaging and anything that came with it are included.
• For a damaged, faulty or wrong item, clear photos are provided.

When your item reaches us, we inspect it and let you know whether your return or exchange is approved.

3. Refunds

If your return is approved:

• The refund covers the price of the item. Delivery charges are not refunded.
• We process the refund within 48 hours of approving it.
• It can take 4 to 7 working days for the amount to reach you. Bank transfer payments are refunded to the same account. Cash on Delivery orders are refunded by bank transfer to an account you provide.

4. Items that cannot be refunded

• Sale items. These can be exchanged, but not refunded.
• Custom, personalised and made to order items, including corporate orders. These are made to your approved details and cannot be refunded or exchanged.
• Items without their original tags or packaging.
• Items that have been used or damaged after delivery.

5. Exchanges

You can ask for an exchange if:

• The size is not right, for example a belt that is too long or too short.
• The item arrived damaged (photos required).
• You received the wrong item (photos required).
• The item has a manufacturing defect.

Exchanges depend on stock and are made for an item of the same value. If there is a price difference, it is given as store credit.

6. Return delivery charges

If the item arrived damaged, faulty or was not what you ordered, we cover the cost of sending it back. For all other returns and exchanges, the delivery charges are paid by the customer.

7. Sizes

Please check the size details on the product page before ordering. If you are not sure which size to choose, contact us first and we will guide you.

8. Natural leather and colour

Our products are made from natural leather. Small marks, grain differences and slight changes in shade are part of real leather and are not defects. Colours can also look a little different on screen because of lighting and display settings.

9. Order cancellation

You can cancel an order before it is dispatched. Once the order has been handed to the courier it cannot be cancelled, but this policy still applies after delivery.

10. How to request a return or exchange

Email customerservice@oxenhide.com or message us on WhatsApp at 0345 6606669 with:

• Your order number
• Clear photos of the item
• A short description of the issue

We will reply with the next steps and the return address.

11. Important

Items sent back without our approval, or that do not meet this policy (used, damaged, missing tags or outside the 5 day window), cannot be processed.