Refund policy

At Qiosh, we take great care to ensure every order meets the highest standard before dispatch. Please read this policy carefully before placing an order, as it forms part of the agreement between you and Qiosh.

By placing an order with Qiosh, you confirm that you have read, understood, and agreed to this Returns & Refund Policy in full.

1. YOUR RIGHT TO RETURN

We accept return requests submitted within 14 days of the confirmed delivery date, in accordance with applicable consumer protection regulations.

To be eligible, all of the following conditions must be met:

• The item must be in its original condition, with no signs of wear beyond reasonable try-on for fitting purposes
• The item must not be washed, worn outside, damaged, or altered in any way
• All original packaging, and accessories must be intact and attached

• The return must be pre-approved by our team in writing before dispatch
• The returned parcel must be physically received at our warehouse within 28 days of the return approval date

Items that do not satisfy all of the above conditions will be rejected upon arrival and no refund will be issued.

2. HOW TO REQUEST A RETURN

To initiate a return, contact us at hello@qiosh.co.uk within 14 days of delivery and provide:

• Your order number
• The reason for the return
• Clear photographic evidence of the item in its original, unworn condition

We will review your request and respond within 3–5 business days. Returns are authorised at our sole discretion. Submitting a request does not guarantee approval.

Do not return any item without written approval from our team. Unauthorised returns will be refused upon arrival and no refund will be issued.

3. RETURN SHIPPING & COSTS

Qiosh is a UK-registered fashion brand operating through a global fulfilment and logistics network. To maintain consistent quality standards and efficient order processing worldwide, all returns are managed through our designated international returns facility. The return address will be provided only upon written approval of your return request.

For all returns, the shipping service and cost are to be arranged and covered entirely by the customer via their preferred carrier. Qiosh accepts no liability for returns lost, delayed, damaged, or not received at our warehouse for any reason.

Customers are solely responsible for:

• All return shipping fees
• Any customs duties, import taxes, or handling charges incurred during return transit
• Compliance with all applicable local export and import regulations

The return remains entirely at the customer's risk until physically received and confirmed at our warehouse. Returns held, refused, or not delivered due to customs issues, carrier actions, or any other reason are considered incomplete. No refund will be processed until confirmed delivery to our warehouse is established.

All returns must be sent using a tracked shipping service. Returns sent without valid tracking will not be accepted, and no refund will be issued if delivery to our warehouse cannot be verified via tracking.

Priority Express shipping fees are non-refundable under all circumstances.

4. REFUNDS

Refunds will only be processed after:

(a) The return has been pre-approved in writing by Qiosh
(b) The returned item has been physically received at our warehouse within 28 days of the approval date
(c) The item has passed our quality inspection confirming it meets all eligibility conditions

If the returned item fails our quality inspection — for example, it shows signs of wear, has been washed, altered, or has missing or damaged tags — we reserve the right to reject the refund in full. In such cases, the item will be held at our warehouse. Customers who wish to have the item returned to them must arrange and cover all reshipping costs in advance. Items not claimed within 30 days of notification may be disposed of at our discretion, with no further liability to Qiosh.

Approved refunds will be credited to the original payment method within 7–10 business days of inspection confirmation.

5. NON-RETURNABLE ITEMS

The following items are not eligible for return or refund:

• Sale, discounted, or promotional items (unless confirmed defective by Qiosh)
• Items returned without prior written approval
• Items not received at our warehouse within 28 days of the return approval date
• Items showing signs of wear, use, washing, alteration, or post-delivery damage          • Wrong-item claims submitted outside 14 days of delivery
• Items with missing, removed, or damaged original tags or packaging                       
•  Requests based solely on change of mind are not eligible for return or refund once the order has been dispatched

6. SIZING & PRODUCT DESCRIPTIONS

Detailed size guides and garment measurements are provided on every product page. We encourage all customers to refer to these measurements carefully before placing an order. If you are unsure about sizing, please contact us at hello@qiosh.co.uk before purchasing and we will be happy to assist.

As size guides and full measurements are clearly provided, we are unable to accept returns or process refunds where the sole reason is that the fit differs from personal expectations or preferences, provided the item matches the measurements stated on the product page.

7. COLOUR & PRODUCT APPEARANCE

We make every effort to accurately represent our products through photography. However, colours may appear slightly different depending on your device screen settings, display calibration, and lighting conditions. Minor variations of this nature are not considered defects and do not constitute grounds for a return or refund.

8. DAMAGED OR DEFECTIVE ITEMS

All items undergo a quality inspection before dispatch. If you receive a damaged or defective item, you must:

• Notify us immediately upon opening the package, and within 14 days of delivery
• Provide clear, unedited photographic evidence of the defect on the item in its original, unworn condition

Claims submitted outside this timeframe, without sufficient photographic evidence, or where the item shows signs of use or alteration, will not be accepted.

Our preferred resolution for verified defective items is a free replacement. Where a replacement is not available, a refund will be considered on a case-by-case basis.

The following are considered standard variations in mass-produced apparel and are not classified as defects:

• Slight colour tone differences due to dyeing, lighting, or screen display
• Minor stitching differences or small asymmetries
• Loose threads or minor finishing variations

Such variations do not affect the functionality or wearability of the product and are not eligible for return, replacement, or refund.

In all cases, including defective or damaged item claims, the item must be returned to our warehouse for inspection before any refund can be issued. Refunds will not be processed without the item being physically received and verified. Return shipping costs remain the responsibility of the customer unless explicitly agreed otherwise in writing by Qiosh.

 

9. WRONG ITEM SENT

In the rare event that you receive an item that does not match the order specifications (incorrect size, colour, or product) due to a dispatch error on our side, please notify us at hello@qiosh.co.uk within 14 days of delivery, with the following:

- Clear photographic evidence of the brand size or product label sewn inside the garment, clearly showing the size or product details
- Clear photographs of the item received, including the front, back, and any relevant close-ups
- Your order number

Claims submitted outside this timeframe or without sufficient photographic evidence will not be accepted.

Once verified by our team, our resolution for confirmed dispatch errors is a free replacement of the correct item at no additional cost to the customer, subject to stock availability. The incorrectly dispatched item does not need to be returned and may be kept by the customer.

Where the correct item is no longer in stock, a refund of the original purchase amount will be issued to the original payment method, and the incorrectly dispatched item may be retained by the customer.

Where the size or product label on the item received matches the order specification, no dispatch error has occurred. In such cases, the return falls under the standard return process set out in Sections 1 to 6 of this policy, with all associated terms including the 14-day return window and customer-borne return shipping costs.

 

10. EXCHANGES

Exchanges may be considered within 14 days of delivery, subject to stock availability and written approval by Qiosh.

All costs associated with an exchange — including return shipping to our warehouse and reshipping of the replacement item — are the full responsibility of the customer. Exchange requests are not guaranteed and are subject to item availability at the time of approval.

11. CANCELLATIONS

Orders are processed and prepared for dispatch immediately upon confirmation. We are unable to cancel or modify orders once placed. If you no longer wish to keep your order, you may submit a return request after delivery in accordance with this policy.

12. DELIVERY & FULFILMENT

Once an order is marked as delivered by the carrier to the address provided at checkout, it is considered fulfilled by Qiosh.

In the event a parcel is marked as delivered but not received, please contact us immediately at hello@qiosh.co.uk and we will work with the carrier to investigate. However, Qiosh cannot be held liable for parcels confirmed as delivered to the address provided at checkout.

We are not liable for:

• Delays caused by third-party couriers, postal services, or customs authorities.
• Failed deliveries resulting from inaccurate or incomplete address details provided at checkout, including missing access information where required for delivery, or refusal of the parcel by anyone at the recipient address.
• Lost or stolen packages following a confirmed delivery scan

Please ensure your shipping details are accurate before confirming your order. Qiosh accepts no responsibility for orders that are undeliverable due to errors in the shipping details provided by the customer.

For other delivery issues — including parcels held by customs, building access difficulties at the destination, or carrier-specific service limitations — Qiosh will investigate the case with the carrier and work with the customer to identify a reasonable resolution. Where appropriate, this may include a replacement, partial refund, or full refund, offered on a case-by-case basis.

Qiosh's liability is limited to the value of the order. Nothing in this section affects your statutory consumer rights.

13. CHARGEBACKS & PAYMENT DISPUTES

We strongly encourage all customers to contact us directly at hello@qiosh.co.uk before initiating any chargeback or payment dispute with their bank or card issuer. The vast majority of concerns can be resolved promptly through direct communication with our team.

Initiating a chargeback without first contacting Qiosh and allowing a reasonable opportunity to resolve the matter may be considered a breach of this policy. In such cases, we reserve the right to contest the dispute with full supporting documentation, including but not limited to:

• Order confirmation records
• Proof of shipment and delivery
• Customer communication history
• A copy of this policy as agreed to at the time of purchase

14. DISPUTE RESOLUTION

In the event of any dispute, the version of this policy in effect at the time of purchase shall apply. Qiosh's assessment of return eligibility, item condition, and refund decisions shall be considered final, subject to applicable consumer law in your jurisdiction.

15. POLICY UPDATES

Qiosh reserves the right to update or amend this policy at any time. The version published at the time of your purchase will apply to your order.

CONTACT US

For any questions regarding returns, refunds, or your order, please contact us at hello@qiosh.co.uk

We aim to respond to all enquiries within 2–3 business days.

Thank you for shopping with Qiosh.