If you are not entirely happy with your purchase you can return it to us within 14 days for a full refund or an exchange. Please return the purchase in its original condition and in its original packaging.
If you wish to return or exchange a non faulty item for whatever reason, you will need to pay for the postage.
If you are shipping an item over £30, you should consider using a trackable shipping service. We cannot guarantee that we will receive your returned item.
Please send clothing returns and exchanges to:
Unit 35 Nobel Road
Please send artwork returns and exchanges to:
56 Bathurst Gardens
To be eligible for an exchange or return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and have all tags attached as it was dispatched to you.
For any exchanges, please include a note advising what you would like to exchange the item for. For example, if you require a different size, tell us the new size and confirm the garment colour and design.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
Faulty and damaged goods:
If the purchase is faulty or has been damaged during transit then please contact us by email at firstname.lastname@example.org and we will work with you to resolve any issues. We will need the following information from you:
- Mobile phone number
- Order number & packaging slip
- A photo of the product, clearly showing the fault
Your have 14 days to from receiving your garment or merchandise to inform us of any fault with your goods.
We will notify you should we need the faulty item returned to us, and OpenLab will bear the cost of shipping in such cases.
Refunds on faulty and goods will be processed after the case has been reviewed, and within 7 days of receiving the required information. Once approved a credit will automatically be applied to your credit card or original method of payment, within 7 workingb days.
Refunds for non faulty merchandise
Once your return has been received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Returning items from outside the EU?
When returning items from outside the EU please be sure to include 'Returns Department' prominently at the top of the address and declare the goods as returns to the couriers/postal service. This will prevent your return being delayed by UK customs, allowing us to process it far more quickly.
If you don't do this then the parcel will be held by UK Customs for processing. This can take up to 28 days to complete, and will lead to an invoice for VAT plus handling (roughly 20% of the returns value) which we will pass on to you and will require payment before the parcel will be released to us. This is a non-refundable charge.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
What if my order wasn't correct?
Every so often mistakes do happen, but we do our best to fix them and correct any issues you may have. If you have noticed that we have made a mistake with your order, please contact us on email us at firstname.lastname@example.org and we will look into it. Please include your order number at all times when e-mailing customer services.
OpenLab takes great care with its product photography to make sure that we are providing you with pictures that accurately and fairly represent the products we sell.
However, due to inconsistencies in the manufacturing of some products, and inconsistencies in how different computer screens reproduce colours, unfortunately we cannot guarantee that the product you receive will look exactly the same as you see on your computer screen.