1. Checking Your Order

What should I check when my order arrives?

Before wearing or washing your items, please check the style, colour, size, quantity and overall condition of each garment.

If you notice anything unusual, such as damage, stains, open seams, missing pieces or an incorrect item, please keep the item and its original packaging. Contact us at service@ovvababy.com with your order number and clear photographs.

What if an item is missing or I received the wrong item?

Your order may occasionally arrive in more than one parcel, so please check your delivery and tracking information first.

If an item is still missing or you received something different from what you ordered, email service@ovvababy.com with the following information:

Our team will review the details and advise you on the next steps.

What if my item arrives damaged, stained or with an open seam?

Please contact us before sending anything back.

Email service@ovvababy.com with your order number, a full photograph of the item and clear close-up photographs or a short video showing the issue.

Our team will review the information and advise you on the appropriate next steps.

Are wrinkles, loose threads or a slight packaging smell normal?

Light wrinkles, a few loose threads or a mild packaging smell can sometimes occur during transit.

These usually improve after airing, gentle steaming or washing according to the garment's care instructions.

If you notice holes, open seams, significant stains or another issue that affects normal wear, please send clear photographs to service@ovvababy.com so our team can review the issue.

Why does the colour look slightly different from the website?

We do our best to present product colours as accurately as possible.

However, colours may appear slightly different due to lighting, photography, screen settings or variations between production batches.

If you believe the difference is significant, email service@ovvababy.com with your order number and clear photographs of the item.

Why is the print placement slightly different?

For printed garments, the exact placement of a pattern or small design details may vary slightly from one item to another.

If your item has a clear printing issue, such as a missing section, significant misprint, peeling or another issue affecting its normal appearance, please email clear photographs to service@ovvababy.com for review.

What if a belt, accessory or part of a set is missing?

If the product description states that an accessory, belt or additional piece is included and you did not receive it, please email service@ovvababy.com with your order number and photographs of everything received, including the packaging.

2. Size & Fit

What should I do if my item doesn't fit?

If the fit isn't quite right, please contact us before returning the item.

Email service@ovvababy.com with your order number, the size you purchased and a brief description of the fit issue. If needed, our team may ask you to provide measurements of the garment laid flat so we can assist you more effectively.

What if the measurements are different from the size chart?

Please lay the garment flat and measure it according to the measurement method shown in our size guide.

Email service@ovvababy.com with your order number, a photograph of the size label and clear photographs showing the garment measurements. Our team will review the difference and advise you accordingly.

What if I simply don't like the size, colour, style or fit?

We understand that sometimes an item may look or feel different once you try it on.

Please contact service@ovvababy.com with your order number and details before returning anything. Our team will review your request and explain the available options.

3. Wear & Care

How should I care for my Ovvababy clothing?

Always follow the care label attached to your garment and any care instructions provided on the product page.

As a general guideline, wash similar colours together using cold or low-temperature water and avoid prolonged soaking. Drying, ironing and dry-cleaning requirements may vary depending on the fabric, so the garment's care label should always be your main reference.

What if my item fades, shrinks or develops pilling after washing?

Some fabrics may naturally experience slight fading, shrinkage or pilling over time.

If the change appears unusual and the garment was cared for according to its instructions, please email service@ovvababy.com with your order number, photographs of the issue and details about how the item was washed and dried.

Our team will review the information and assist you.

4. Returns, Refunds & Support

What information should I provide when contacting Ovvababy?

To help us review your request as efficiently as possible, please include:

The more relevant information you provide, the easier it will be for our Customer Care Team to review your request.

How do I request a refund?

Please email service@ovvababy.com with your order number, the reason for your request and any relevant photographs or videos.

Our team will review your request and explain the next steps. If a refund is approved, it will be issued to your original payment method.

Should I send my item back immediately?

Please contact the Ovvababy Customer Care Team at service@ovvababy.com before sending an item back so we can provide the relevant return instructions.

Once we have reviewed your request, we will explain the appropriate next steps and, where applicable, provide the correct return instructions. This guidance does not affect your statutory consumer rights.

How long does a refund take?

Once a refund has been issued, it typically takes approximately 7–14 days to appear in your account, depending on your bank or payment provider.

If you still haven't received your refund after this period, please contact service@ovvababy.com with your order number.

How quickly will Ovvababy respond?

Our Customer Care Team typically responds within 24–48 hours.

Response times may be slightly longer during weekends, bank holidays or busy promotional periods.

If you are already discussing an issue with us, please reply within the same email conversation so our team can follow your case more efficiently.