Refund policy
Returns & Refund Policy
Last updated: 20 September 2026
We want you to love your MelekOzel purchase. In addition to your statutory rights, we offer a 30-day return policy on eligible items.
Please read the conditions below carefully, particularly our hygiene policy for lingerie and underwear.
30-Day Returns
You may request a return within 30 days of receiving your order, provided the item is eligible for return.
For returns under our extended 30-day policy, items must be:
- Unworn and unused
- Unwashed
- In their original condition
- Returned with all original tags attached
- Free from make-up, fake tan, deodorant, perfume, pet hair or other marks
- Returned with original packaging where applicable
To request a return, please contact us at hello@melekozel.co with your order number and the item(s) you wish to return.
UK 14-Day Right to Cancel
If you are a UK customer purchasing online, you normally have the legal right to cancel your order without giving a reason within 14 days of receiving your goods.
After notifying us that you wish to cancel, you must return the goods within a further 14 days.
This statutory cancellation right is subject to certain exceptions, including hygiene-sensitive sealed goods that have been unsealed after delivery.
Your statutory rights are separate from, and are not affected by, our voluntary 30-day returns policy.
Lingerie & Underwear Hygiene Policy
For health and hygiene reasons, certain intimate products are supplied with a hygiene seal, protective strip or sealed hygiene packaging.
Underwear, briefs, knickers, bodysuits and other hygiene-sensitive intimate items cannot be returned once the hygiene seal, protective strip or sealed hygiene packaging has been removed, broken, opened or damaged.
If the hygiene protection remains completely intact, the item may be returned in accordance with the rest of this Returns Policy.
For lingerie sets containing hygiene-sealed briefs or knickers, please ensure that the hygiene protection remains intact if you may wish to return the item.
Bras, clothing and other eligible garments that are not subject to a hygiene-seal restriction may be returned in accordance with our normal returns conditions.
This hygiene policy does not affect your legal rights where an item is faulty, damaged, not as described or where you have received the wrong item.
Trying On Items
Please take care when trying on clothing.
Items should only be handled to the extent reasonably necessary to determine their fit, nature and characteristics.
Where an item has been handled beyond what would reasonably be permitted in a shop and this has reduced its value, we may make an appropriate deduction from the refund where permitted by law.
Faulty, Damaged or Incorrect Items
Please contact us as soon as possible if your item is faulty, damaged, not as described or if you receive the wrong item.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.
Where you have a legal right to reject faulty goods, your statutory rights will apply regardless of the other conditions in this policy.
Where the return is due to an item being faulty, damaged or incorrectly supplied by us, we will cover reasonable return postage costs.
Sale Items
Sale and discounted items are subject to the same statutory consumer rights as full-price items.
Eligible sale items may also be returned under our 30-day returns policy, provided they meet the return conditions set out above.
The lingerie and underwear hygiene restrictions continue to apply to sale items.
Personalised or Custom-Made Items
Items made to your specifications or clearly personalised cannot normally be returned simply because you have changed your mind.
This does not affect your rights if the item is faulty, damaged or not as described.
Return Shipping
For change-of-mind returns, customers are responsible for the direct cost of returning the item to us.
We recommend using a tracked postal service and keeping your proof of postage until your refund has been completed.
Please contact us at hello@melekozel.co before returning your order so that we can provide the correct return instructions and return address.
Original Delivery Charges
Where you cancel your entire order within your statutory 14-day cancellation period, we will also refund the cost of our standard delivery service.
If you selected a more expensive delivery method, such as express or premium delivery, we are only required to refund the amount equivalent to our standard delivery charge.
Original delivery charges are not normally refunded for voluntary returns made outside the statutory cancellation period unless the item is faulty or we have made an error with your order.
Refunds
Once we receive your return, we will inspect it and let you know when your refund has been approved.
Where your statutory right to cancel applies, refunds will be made without undue delay and no later than 14 days after we receive the returned goods or evidence that the goods have been sent back, where applicable.
Refunds will normally be made to the original payment method used for the purchase.
Your bank or payment provider may require additional time to show the refund in your account after we have processed it.
Exchanges
We do not currently offer direct exchanges.
If you would like another size or style, the quickest option is to return the eligible item in accordance with this policy and place a new order.
Contact Us
If you have any questions about a return, refund or your order, please contact us at:
hello@melekozel.co
Nothing in this Returns & Refund Policy limits or excludes any statutory rights that cannot legally be limited or excluded under UK consumer law.