OOTDBuy Returns & Refunds Guide.
Check cancellation or return eligibility, possible charges and refund progress for your order’s status. For damaged, wrong or missing items, first gather the evidence described in order and delivery problem help.
Find the item in your orders
Open Orders in your OOTDBuy account and select the item. If OOTDBuy has not bought it from the seller yet, check whether cancellation is available. If it has already been bought, look for the Aftersale option.
Have your order number, chosen size and color ready. If you bought several items, make clear which one the request is about.
An order number and a parcel tracking number identify different things. Use the order number for a particular purchase and add the parcel reference if the item has already been shipped. This helps support find the right record without guessing which item you mean.
Check whether the item can be returned
Return eligibility depends on the seller’s terms, the condition of the item and when you apply. Custom-made items or goods with removed tags, seals or packaging may not qualify.
Check the return deadline for your order. If the date or starting point is unclear, ask support before changing the item or its packaging. A warehouse storage deadline does not extend the time available to request a return.
Explain why you want to return it
Select the item in Orders and open Aftersale. Explain the reason in plain terms, such as the wrong size, a damaged item or a change of mind. Attach photos that show the problem.
For the wrong size, include the size label and the size you ordered. For damage, include a full photo and a close-up. Use the QC photo checklist if you need help deciding what to photograph.
| Reason | Useful details and photos |
|---|---|
| Wrong size or color received | Your selected option, the order record and the label or color of the item received. Explain the difference. |
| Damage or a visible defect | A full view of the item, a close-up of the problem and a short explanation of where it is. Keep the packaging. |
| The item does not fit | The saved size chart, the size ordered and a measurement photo taken using the same method. This differs from receiving a different size label. |
| Change of mind | The exact item and option, its current condition and whether tags, seals and packaging are still intact. Ask whether the seller accepts this reason. |
Confirm the charges and refund method
Before agreeing to a return, ask which service fees and delivery costs apply. Confirm whether the original delivery charge will be refunded and who pays to send the item back. A waived service fee does not necessarily mean free return shipping.
Check where the refund will be sent. A refund credited to your OOTDBuy account balance is separate from withdrawing that balance to a payment account. Confirm the steps for your own request.
- Ask whether a service or handling charge applies to this request.
- Confirm who pays for return delivery and whether original delivery is refundable.
- Ask what amount would reach your account after any applicable deductions.
- Confirm the refund destination and whether a separate withdrawal is needed.
- Keep the fee confirmation before agreeing to the return.
A return request you can adapt
Keep the first message short enough to understand at a glance. Put the order reference first, explain the difference between what you ordered and what you received, then state the result you are asking for. Replace the brackets with your own details.
This is a way to organize a request, not a promise of approval. If the item matches the order but does not fit, describe that accurately rather than selecting “wrong item” simply to seek a different outcome.
Follow the request until it is resolved
Keep the request reference, support replies and any return tracking number. Wait for the return instructions before sending an item yourself, and check your account for updates.
The time needed depends on seller approval, return delivery and refund processing. Ask support for an update on your case. If the parcel has already reached you, see the order and delivery help guide.
Common return and refund questions
Can I return an item because it does not fit?
Ask whether the seller accepts that reason. Include the size ordered and relevant measurements. Receiving the correct size label but disliking the fit is different from receiving a size you did not order.
Should I send the item back before approval?
Wait for instructions for your case. Confirm the return address, who arranges delivery and how the shipment will be linked to your request.
The request says completed, but where is the money?
Check the recorded refund destination and account transactions. If it is an account-balance refund, withdrawal may be a separate action. Ask support to identify the refund entry rather than assuming it went back to your card.