We are offering to extend our normal returns time to include any period of shutdown. If you still wish to exchange rather than return an item then please inform our team so that we can set it aside for you in the interim. If you are self isolating at the moment do let us know; only return the item to us when it is safe to do so, we will issue a refund as normal when it comes back to us.
For orders within the UK and EU: If for any reason you decide not to keep any item you have ordered you have up to 14 days from receiving your order to decide whether to send an item back to us.
To return within a few days of receipt all you need to do is send the item back to us with the completed returns slip from the invoice. If your decision is delayed for any reason then send us a reply to your order confirmation email within 14 days of receiving the item to let us know about your decision to make a return.
The cost of return postage is to be paid by the customer unless the order has been incorrectly supplied or is faulty, in which case please contact us before returning any item.
If no contact is made within 14 days of receipt of an order then the order will be considered complete and that no return will be made.
We will refund or exchange returned items provided they are delivered back to us complete with all packaging and tags, unworn and unused (i.e. the same as they were received). Normally refunds and exchanges will be processed on the same day that the goods are received back by us.
For UK Mainland orders, if you decide to exchange an item, e.g. for a different size or colour, first exchanges will be sent carriage free. For heavy or large items being sent to UK Offshore locations or certain areas of the Scottish Highlands a carriage charge may be payable due to the extra cost.
If an ordered item is returned for second, or subsequent, exchange then a carriage charge covering the cost of sending the replacement will be payable. Also, in the event that an ordered item that has been previously exchanged, our costs for sending exchange will be deducted from any refund due.
Orders delivered outside the UK: The cost of carriage for sending an exchange item to an overseas address will be payable before the replacement item is sent.
Orders delivered OUTSIDE the EU: Please contact us for authorisation before returning any items from orders delivered outside the EU. We reserve the option to deduct a re-stocking fee of up to 12% on such returns.
Exchanges: If you are returning an item for exchange please email us with your requirement by replying to your order confirmation email. We can then try to ensure that we have the exchange item in stock when your returned item arrives.
Just post your items with the return slip (see the back of your invoice) to:
Open Air – Returns
11 Green Street
Cambridge CB2 3JU
If the invoice has been mislaid then include a note with your WEB order reference and what you would like us to do once the item arrives (e.g. Exchange, Refund, etc.) Please also put the WEB order reference on the outside of the package.
Please understand that the security of items in transit before they are received back by us is your responsibility. Therefore we recommend using a signed for, insured service. If in doubt please ask at your local Post Office. A Certificate of Posting (provided free of charge by Royal Mail) should be adequate for lower priced items, otherwise use Signed For service or Parcel Force, which can be insured for an additional fee. All of these services are available from any Post Office counter.