We offer a 100% guarantee that if you’re in any way dissatisfied with the goods you have ordered (including Sale items), we will exchange them or give you a full refund, provided that you return them to us in their original condition and packaging, unworn and unwashed, with all labels intact.

Please ensure that briefs/thongs/swimwear etc. are tried on over your own underwear. We reserve the right to refuse returns of items where it is apparent that this has not been done.

Returns Period

Our normal returns period is 14 days from when you receive the goods, and any returned items must be received by us within this time.

Please note that these dates are those by which any returns must be received back in our warehouse, so please allow sufficient time for your goods to reach us.

Returns Logistics

If you wish to return goods to us, you may do so without giving us prior notice. In this case please complete the form accompanying your order and enclose it with the returned goods.

You do not have to give any reason for cancellation. However, we would really appreciate a brief explanation as it will help us to improve the service we offer to customers in the future.

If you cancel, you must return the goods to us at your own expense. You must ensure that the goods are packaged adequately to protect against damage.

US customers:

Send your return via the US Certified Mail, and please obtain a Certified Mail Receipt (available from your post office) for all returns, so that we can complete your request in the event of items being lost in transit. You should keep this certificate until you have received your refund or replacement. Please allow up to ten working days for returned goods to reach us.

International customers:

Send your return via an insured, traceable method, marking your package clearly as Returned Goods to avoid delays at Customs. Return postage is payable by the sender. Please retain your shipping documentation, so that we can complete your request in the event of items being lost in transit.

In all cases, your proof of postage should show the Ogopogo Marketing Group address to which you have returned the goods, together with the post office’s printed/stamped confirmation of the date of posting.

We will let you know as soon as we receive the goods, and will then endeavour to process your request for either a refund or replacement as quickly as possible. Please allow up to seven days from receipt of your return for this to be done.

This cancellation policy does not affect your legal rights, for example if goods are faulty or were wrongly-described.

Exceptions to the Returns & Cancellations Policy

This policy does not apply to the following goods, which are exempt from the right to cancel:

• Perishable goods
• Goods that have been specifically customised to order

Certain products are also excluded from our general returns policy for hygiene reasons - this will be indicated with the product information for these items on our website. These conditions do not affect your statutory rights.

Please also note that returns on all hosiery and undergarments cannot be accepted if the package has been opened.

Gift cards are non-returnable and cannot be exchanged for cash.

Replacements

Please note that we are unable to process replacements of a higher value than the goods originally ordered.

Gift box charges will not be refunded in the case of a return. Replacement items requested will not be gift boxed, so you may wish retain any gift box received with the original order.

Delivery charges will not be refunded in the case of a return. However, should you request replacements for returned items, you will not be charged again for delivery. All replacement items are shipped via standard delivery.

Refunds

If you have requested a refund, any refund due will be credited back to the card used to pay for the original order. We will let you know as soon as the refund has been processed. Please note that we are unable to offer credit notes.

Faulty Goods

If there is a problem with the goods, please contact us immediately. We will deal with the matter with urgency and, of course, always in full accordance with your legal rights.