* FREE UK AND EU DELIVERY ON ORDERS OVER £200
Delivery & Returns
WE DO NOT DELIVER TO THE US, AUSTRALIA OR NEW ZEALAND FROM THIS WEBSITE
Orders placed before 2pm (GMT) will be dispatched on the same day, Monday to Friday. Once your order has been confirmed we are unable to change the delivery address. We do not deliver to P.O. Box, BFPO or Freight Forwarding addresses.
Royal Mail Standard (2-3 business days) £6.00
London Click & Collect £0.00
Signatures will be required for UK deliveries. If you are not available for delivery, a card will be left by the carrier for you to rearrange delivery.
EUROPE (except Switzerland and Norway)
DHL Standard (2-3 Business Days) £10.00
SWITZERLAND AND NORWAY
DHL Express (Next Business Day) £15.00
REST OF THE WORLD
DHL Express (3-4 Business Days) £25.00
For orders sent outside of the EU, customs and duties may apply to the order. Any duties payable will be the sole responsibility of the customer and may need to be paid at the time of delivery.
Delivery times outside of the UK are not guaranteed and should be used as an approximation only.
Click & Collect
Your order will be delivered to your Orlebar Brown store of choice. Orders placed before 2pm (GMT) will be dispatched the same business day and arrive in store the next day.
Your chosen Orlebar Brown store will contact you via email or telephone when your order is ready for collection. You will need to bring a valid form of named ID (driving license, passport, debit or credit card) in order to collect your order.
If you wish for someone to collect your order on your behalf, please contact the OB Concierge team in advance:
+44(0)20 7785 6941 / +1 (844) 820-0491
MON – FRI 08:00 - 23:00 (GMT)
The person collecting on your behalf must present the order confirmation and a valid form of ID as per the above.
Click and Collect orders will be held in the specified Orlebar Brown store for 10 days. If not collected or no instructions are received within this period, the web order will be returned to our warehouse and refunded.
CLICK AND COLLECT EXCHANGES AND REFUNDS
You are able to return your Click and Collect order to an Orlebar Brown store (concessions are excluded).
Items can be returned for an exchange or refund within 28 days.
FREE UK & EU RETURNS
Orlebar Brown offer free returns with Royal Mail on orders delivered within the UK. For orders delivered to the EU the free returns service is operated by Rebound . A shipping label will be supplied with each eligible order along with instructions on how to return your order.
Orlebar Brown is proud of its products. We believe in the quality of our goods and will not be happy until you are. For online purchases, if you are not happy with your purchase just return it to us, in its original and unworn condition, within 28 days of receipt and we will either send out replacement goods or refund you the original purchase price. We will not refund any delivery costs or return shipping costs incurred by you in not using the free returns route on offer (subject to your legal rights in relation to faulty, incorrect or cancelled products).
Parcels that are returned to us remain the customer’s responsibility and a refund will not be given until we have received them, or have been provided with sufficient proof of postage. We recommend that you send your returns using a recorded or signed for service post and that you retain proof of postage.
If returning goods from outside of the UK, please ensure the package is sent via Rebound to ensure this is tracked. You can register your return with Rebound here . All returned goods remain the responsibility of the customer until they reach Orlebar Brown.
If using the free returns shipping label within the UK, packages can take up to two working days to arrive at our warehouse. When using the Rebound service outside of the UK, the length of time it takes the parcel to get to the warehouse will be displayed when you choose your method of return. Once delivered to our warehouse, it takes up to 48 working hours for goods to then be processed. It can take up to 72 hours during our busy Sale period. Once processed, you will then be sent a return confirmation. Please allow up to 5 working days for any refund or exchange to be processed following receipt of the return confirmation.
We may reduce your refund to reflect any reduction in the value of the goods if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you may be required to pay an appropriate amount in compensation.
Please note that for items bought in Orlebar Brown stores, goods can be returned (providing the goods are in their original condition) up to 7 days from the date of purchase and an exchange or credit shall be given within 14 days of the date of the return.
For products purchased at third party retailers, please contact the retailer in the event that you wish to return your product.
Exchanged goods are sent out free of charge.
Orlebar Brown will only refund the cost of delivery if your order is incorrect or faulty. If the item was faulty when you receive it, please notify us within 14 days of receipt.
UNDERWEAR RETURNS POLICY
Our Underwear Returns Policy applies to all Orlebar Brown underwear purchased via our website and in-store from Orlebar Brown. Underwear can only be returned in its original packaging and must be unworn, and in the same condition as when the item was delivered to you. Please ensure Orlebar Brown underwear is tried on over clothing. This is for hygiene reasons. In the event that your order of Orlebar Brown underwear is faulty, our Faulty Goods Policy (below) will apply.
Orlebar Brown will only refund the cost of delivery if your order is incorrect, faulty or you are cancelling the contract. See Cancelling Your Contract below for more details. If the item was faulty when you receive it, or you discover it was faulty later, please contact our customer service team on +44(0)20 7785 6941 or in writing at firstname.lastname@example.org to discuss. We will deal with this type of faulty product on a case by case basis and will always ensure that your statutory rights are not affected.
PAYMENTS AND CHARGES
We are not responsible for any costs, charges, fees, or other expenses which may be applied to a transaction by your card issuer, bank (or payment method provider) as a result of our processing of your credit/debit card payment or other method of payment in accordance with your order or as a result of your order being placed through our UK website. Depending on which of our websites you are using we accept payments in British Pounds, American Dollars, Euros, Australian Dollars, United Arab Emirates Dirhams . If your usual currency of payment is not indicated on our website, the final price for your order may be charged in the currency of your credit/debit card payment or account. Such final price is calculated and charged by your card issuer or bank or payment method provider and therefore we will not be responsible for any cost, charge, fee, other expense or other liability which may be incurred or suffered by you as a result of your card issuer or payment method provider charging you in a different currency than the currency of your purchase as displayed on our website.
CANCELLING YOUR CONTRACT
You have the right to cancel your contract with us and return your order up to 14 calendar days from the day after the date you receive your order. You may do this by
notifying our Customer Service Team on +44(0)20 7785 6941 between 08:00 and 23:00 Monday to Friday (excluding bank holidays),
by emailing us at email@example.com, or
by completing the cancellation form which can be found here . Please have your order number ready to quote if calling us, or ensure it is added to any email correspondence to make it quick and easy for us to identify the order you wish to cancel.
We will provide a full refund including any delivery charges you have paid to receive your order subject to the following, as permitted by law:
We may reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you may be required to pay an appropriate amount in compensation;
The maximum delivery costs refund will be the costs of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method).
Please allow up to 5 working days from the date that the return has been confirmed for the refund to be processed. If a contract has been created due to goods already being despatched to you then the returns process will need to be followed as detailed in our Returns Policy. You will be responsible for the cost of returning the goods to us where we have not provided or, where provided, you choose not to make use of, the “free returns” option.
This does not affect your statutory rights.
If you have any questions about returning goods, please contact us at:
+44(0)20 7785 6941 / +1 (844) 820-0491
MON – FRI 08:00 - 23:00 (GMT)
WHAT TO DO WHEN RETURNING BY POST:
Complete the returns slip on the reverse of your invoice that came with your order and include it with the items being sent back:
If in the UK, please fix the Royal Mail label provided to the front of the box ensuring all old labels are covered and/or removed. For orders outside of the UK the cost of returning goods to Orlebar Brown is the responsibility of the customer.
To make a return or exchange, we need to receive the goods back to our office in their original condition – so, please ensure all goods are packaged securely.
If goods are return from outside UK/EU/EEA please mark the box ‘returned goods’.
We are not able to accept any returns on any products that have been worn and are not in their ‘original’ condition, unless the product is faulty.
We can only accept refunds or exchanges within 28 days of delivery, unless under the OB Swim Short 5 years Guarantee or the product is faulty.
Please send returns to:
- REMEMBER TO INDICATE IF YOU WOULD RATHER EXCHANGE THE GOODS OR RECEIVE A REFUND
- PLEASE NOTE THAT ALL REFUNDS WILL BE MADE TO THE CREDIT CARD ORIGINALLY USED
- SELECT THE REASON FOR THE EXCHANGE OR RETURN
- STATE THE PREFERRED DELIVERY ADDRESS FOR YOUR EXCHANGE
- WE ALWAYS WELCOME FEEDBACK, SO FEEL FREE TO LET US KNOW YOUR THOUGHTS
- TAKE TO YOUR LOCAL POST OFFICE TO RECEIVE THE TRACKING CODE AND TO SUCCESSFULLY DEPOSIT
ORLEBAR BROWN, TORQUE, WORTLEY MOOR ROAD, LEEDS LS12 4JH, UNITED KINGDOM
SALE RETURN POLICY
For items bought online, our standard returns policy applies to both full-priced and sale items.
For items bought in our stores, sale items can only be exchanged within 7 days. Refunds are not permitted.
If sale items are faulty and you were not made aware of the fault when purchasing the items, please follow our faulty goods policy set out above.