• OGONEWYORK'S AFRICA REVOLUTION COLLECTION IS HERE

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Returns & Exchanges

What is your online return policy? 

For online orders in the U.S, we accept returns in new condition with original tags attached for a full refund. Return shipping is free for returns within the U.S or you can return online purchases to our storefront. 

You have 21 days from the ship date to have your return postmarked to the carrier on your label. Your refund will be credited to the original form of payment used to make the purchase. 

Please note that all masks, apothecary, pierced jewelry , and items marked 'Final Sale' are non-returnable. We do not accept returns if there is significant damage to the shoe box or if the shoe box has been used as the shipping box. 

OGONEWYORK monitors returns to identify potential misuse or abuse of our return policies. We reserve the right to refuse service to anyone. 

****Temporary COVID-19 update - For the health and safety of our team, we only have a small and very limited team on-site. We will process all returns as quickly as possible, but there may be delays due to limited staffing. 

What is your in-store return policy? 

For in-store purchases, we accept stuff in new condition with original tags attached for a full credit. You have 21 days from the purchase date to bring it back to the store. Please return the stuff you buy in-store, back to the store. You will be given a notice of credit which can be used at any time. 

Please note that all masks, apothecary, lingerie, hosiery, pierced jewelry, eyewear, vintage, and final sale items are final sale. 

How do I return an order? 

You can either return your item in store or follow these steps: 

1) Click here to complete the Return and exchange form - a shipping label will be emailed to you within 24hrs 

2) Print out the shipping label and place the items in the original packaging or a replacement packaging 

3) Stick the return label on the mailer. 

4) Drop off your return to the courier on the label. 

5) Wait up to 14 days to see your refund credited to the original method of payment.

*Make sure to have your return dropped off and scanned 21 days from the ship date to avoid being charged and/or to receive your refund. Please only send returns using our pre-paid return labels so that we can track your stuff. We cannot refund a lost return that was sent using a method other than our return labels. 

How do I exchange an order? 

You can either exchange your item in store or follow these steps: 

1) Click here to complete the Return and Exchange form - a shipping label will be emailed to you within 24hrs. Whilst completing the form note which item you will like your return to be exchanged with. 

2) Print out the shipping label and place the items in the original packaging or a replacement packaging 

3) Stick the return label on the mailer. 

4) Drop off your return to the courier on the label 

5) Once the item arrives at the New York studio, we will ship the exchange. Any overdue balances will be credited or charged to the original payment method. 

Make sure to have your return dropped off and scanned 21 days from the ship date to avoid being charged and/or to receive your exchange. Please only send returns using our pre-paid return labels so that we can track your stuff. We cannot refund a lost return that was sent using a method other than our return labels. 

Can I return Final Sale items? What if it was a gift? 

Final Sale items cannot be returned. No exceptions will be made for sizing, fit, or fabric issues. We understand that buying Final Sale items can be tricky, so if you have any questions about the style, please reach out to Customer Service before placing your order. Sorry, but items purchased as a gift are still applicable to our 'Final Sale' policy and cannot be returned. 

This return policy is in addition to, and does not affect, the separate legal right of withdrawal which is available only to EEA Consumers in some circumstances. Please reach out to Customer services if you have additional questions or need help completing a return. 

Can I exchange an item from my order? 

You can! If you want to swap an item for a new size or color, you can create an exchange. Sale items are not eligible for exchange. 

How do I create an exchange? 

To create an exchange complete the steps above "How do I exchange an order?"

When will I get my refund?

Once we receive your return, please allow 3-4 business days for your return to be processed at our studio and then 5-10 business days for your bank to post the refund to your account. Your refund can only be credited back to the original form of payment. We’ll send you an email when our team has processed your refund so you know it’s on the way. 

**Temporary COVID-19 update - For the health and safety of our team, we only have a small and very limited team on-site. We will process all returns as quickly as possible, but there may be delays due to limited staffing. 

How do I return an item purchased using Afterpay? 

Afterpay returns follow our standard return process. You can create a return by following the steps above. 

Refunds on orders placed using Afterpay will first be refunded from OGONEWYORK to Afterpay, and then to you. We cannot provide an exchange or cash refund. Have more questions about Afterpay returns? Go to help.afterpay.com. 

Please only send returns using our pre-paid return labels so that we can track your stuff. We cannot refund a lost return that was sent using a method other than our return labels. 

Can I return an order paid with Afterpay at a retail store? 

You can! Just make sure you return it in-store 21 days

Return & Exchange Form

Reason for return

I wish to

Your information

Payment info if you are requesting an exchange and new item price is higher that the original.