In short: every cover is made to order, so we can’t take a cover back simply because you changed your mind or chose the wrong option. If something arrives damaged, defective or incorrect, tell us within 30 days of delivery and we’ll put it right — and you won’t need to send anything back. Nothing here takes away rights the law gives you.
1. About this policy
Every Oh My PillowCase cover is produced specifically for the order it belongs to, rather than picked from a shelf of ready-made stock. That single fact shapes most of what follows: what we can change after you order, what we can take back, and what we do when something is wrong.
This policy applies to orders placed on ohmypillowcase.com. If you bought from us through another marketplace, that marketplace’s own policies apply to your purchase instead.
2. Made-to-order items
Because your cover is made for your order, once production has started we are not able to cancel it, take it back, or exchange it in these situations:
- you changed your mind about the purchase;
- you selected a size you no longer want;
- you selected a design or option you no longer want, or simply prefer something else.
That is our commercial policy — it applies except where mandatory consumer law provides otherwise. If the law that covers your purchase gives you a cancellation or return right in one of these situations, that right applies and this section is read as being subject to it.
This is about choice, not about faults. If your cover arrives damaged, defective or is the wrong item, that is a different situation entirely — please contact us and see Damaged, defective or incorrect items below.
Nothing in this policy limits any rights you may have under applicable consumer law that cannot legally be waived.
If you’re unsure about sizing, a design, or which option to choose, ask us before you order. We’d much rather help you get it right the first time — send us a message and we’ll answer.
3. Damaged, defective or incorrect items
If your order arrives with a problem, contact us within 30 days of delivery. This covers an item that:
- arrived damaged;
- has a manufacturing defect;
- has a printing defect;
- is the wrong product;
- is materially different from what you ordered.
Telling us within 30 days is what lets us look into a problem while the delivery record and the production details are still available to us, so it is the quickest route to putting it right. It is our own reporting process, not a limit on your legal rights: this period does not affect any mandatory rights you have under the consumer law that applies to your purchase. If you are outside it, please still get in touch.
You don’t need to send the item back. We review these reports from your description and your photos, so there is nothing to package up and nothing to post.
Once we have reviewed your report and confirmed the problem, we will do one of two things: refund the affected item, or reprint and resend it free of charge. Either way it costs you nothing further — there is no restocking fee, nothing is deducted from a refund, and no return postage arises because there is no return to make.
What isn’t a defect. These are printed textile products. Slight color differences between what a screen shows and what fabric produces are normal, and the small size variation noted on the product page is part of how the item is made. Neither is a fault, though if something looks wrong to you we’d still rather see a photo than have you wonder.
4. How to report an issue
Email hello@ohmypillowcase.com, or use our contact form. Please include:
- your order number;
- a description of the issue;
- clear photos where appropriate — of the item, and of the packaging if it was damaged in transit.
Photos can’t be attached to the contact form, so please send those by email.
You don’t need to send the item back, and we won’t ask you to. There is no return address to write down and no return postage to pay. Please do keep the item until we’ve finished reviewing, in case a second photo would help.
What happens next. We read every message. We will review what you have sent and, if we need anything more — an extra photo, or a closer look at part of the item — we will ask. Once we have reviewed it, we will tell you what we can do and why.
Where we confirm that an item arrived damaged, defective or incorrect, the resolution is one of two things:
- a refund for the affected item; or
- a free reprint of the affected item, produced again and sent to you at no cost.
Which of the two applies depends on what went wrong and on what we are able to produce at the time, so we do not promise a particular outcome in advance. We will explain the reasoning rather than simply announce a result. If we are not able to confirm a fault from what we can see, we will say so and tell you what we looked at — and you can still come back to us if you think we have missed something.
None of this replaces the rights described in Your consumer rights.
5. Cancellations and order changes
Because orders may move into production quickly, contact us as soon as possible if you need to cancel or change an order.
We’ll do our best to help, but we can’t guarantee that changes or cancellations will be possible once production has started.
6. Shipping address mistakes
Please check your shipping address carefully before ordering.
If you notice an error, contact us as soon as possible. Once an order is in production or shipment, an address change may no longer be possible.
Additional costs caused by an incorrect address may be the customer’s responsibility where permitted by applicable law.
7. Lost or missing deliveries
If your shipment appears lost, has stopped updating for an unusual period, or hasn’t arrived when expected, contact us with your order number so we can review the available shipping information.
Please get in touch within 30 days of the delivery date or estimated delivery date. Shipping information stays available to us for a limited time, and reporting early gives us the most to work with.
If tracking shows your order as delivered but you can’t find it, it’s worth checking around the delivery location and with other members of your household first. If it still hasn’t turned up, tell us and we’ll help you look into it.
8. Refunds
Approved refunds are returned to the original payment method where possible. Your bank or payment provider may need additional time to post the refund.
Where only part of an order is affected, the refund covers the affected item or items. We’ll tell you what has been approved and what to expect before it is issued.
9. Your consumer rights
Nothing in this policy limits any rights you may have under applicable consumer law that cannot legally be waived. If the law that applies to your purchase gives you a right or a remedy this policy doesn’t mention, that right still applies, and this policy should be read as being subject to it.
The fact that an item is made to order does not, by itself, remove statutory rights. Where those rights apply, they sit alongside everything described above.
10. Need help?
If any of this is unclear, or you’re not sure whether your situation is covered, just ask. A real person reads every message, and it’s better to ask than to guess.
Questions about an order?
We’re happy to help.
Send us a message and include your order number whenever possible.