Customer Care

Returns & Exchanges

We want you to feel confident shopping with Sensory Owl. If something isn't quite right, we're here to help.

Our 30-Day Returns Policy

We understand that a product may not always suit your needs. That's why we offer a 30-day returns policy for eligible products that are not personalised or purchased from our Outlet collection.

How Do I Return a Product?

If you would like to return an item, please get in touch with our customer service team before sending it back. We'll explain the return procedure based on your circumstances and the country you are based. 

Email: shop@sensoryowl.co.uk

Local Returns Through Our Logistics Partner

Our logistics partner uses a virtual address. Local returns through our logistics partner can only be arranged using a return label provided by us at an extra cost. Please email us to request a label and details of the cost.

When we create a return label for you, the cost of the label will be deducted from your refund before it is paid.

Posting Directly to Our Workshop in Poland

Alternatively, you can post your parcel directly to our workshop in Poland. Please email us before posting to let us know that you intend to send your return directly to the workshop and to obtain the return address and instructions.

Return Conditions

Product condition

To qualify for a full refund under our voluntary returns policy, items should be returned in the same condition in which they were received.

Items that cannot be resold

Under our voluntary returns policy, items returned in an unsaleable condition may be eligible for a reduced refund of 60% of the purchase price. This does not affect your statutory rights.

Postage costs

For returns under our voluntary returns policy, original delivery charges and return postage are not refunded. Different rules may apply where required by consumer law, including for faulty or incorrectly supplied products.

Proof of postage

We strongly recommend keeping your Post Office or courier receipt until your return has been processed. This will help you track your parcel and provide evidence of dispatch if needed.

Refund Processing Time

Once your return has been received and your refund has been processed, it usually takes 1–5 business days for the funds to appear on your statement, depending on your payment provider.

Personalised & Outlet Products

Personalised products and items purchased from our Outlet collection are excluded from our voluntary 30-day returns policy.

This exclusion does not remove any statutory rights you may have, including rights relating to faulty or misdescribed goods.

Your Statutory Rights

Nothing in this returns policy affects your statutory consumer rights. Depending on the circumstances, you may have additional rights to cancel an online order or obtain a refund, repair or replacement for faulty, damaged or incorrectly described goods.

Need Help With a Return?

Our team is happy to help with return requests, exchanges and questions about your order.