Frequently Asked Questions
Frequently Asked Questions
Delivery
How much is delivery?
Delivery is free on every order to any UK address. No minimum spend, nothing added at checkout.
How long will my order take?
We process orders in 1–2 working days, and delivery takes 3–5 working days from dispatch. Orders placed after 2pm are processed the next working day.
Do you deliver outside the UK?
Not at the moment. We ship across the United Kingdom, including Northern Ireland, the Scottish Highlands and Islands, the Isle of Man and the Channel Islands.
Can I track my order?
Yes. Every order is sent tracked, and you'll get an email with your tracking number as soon as it's dispatched. If you haven't had one within 3 working days, email us.
My order hasn't arrived.
If it's been more than 10 working days since dispatch, email info@oonora.com with your order number. We'll open an enquiry with the carrier, and if the parcel is confirmed lost we'll replace it or refund you in full.
Returns and refunds
What's your returns policy?
You have 30 days from delivery to return anything for a full refund, as long as it's unworn, unwashed, with tags attached and in its original packaging. Full details are in our Refund and Return Policy.
How do I start a return?
Email info@oonora.com with your order number and which items you're returning. We'll reply within 24 hours with authorisation and the return address. Please don't post anything back before contacting us.
Who pays for return postage?
You do, unless the item is faulty, damaged or not what you ordered — then we cover it and refund your postage too.
How long does a refund take?
Refunds are issued to your original payment method within 5–10 working days of us receiving the return. Your bank may take a few days more to display it.
Can I exchange for a different size?
The quickest way is to return the original for a refund and place a new order, so you're not waiting on stock. Email us and we'll help you get the size you need.
Sizing and fit
What sizes do you carry?
UK 8 to UK 16, depending on the style. Available sizes are listed on each product page.
How do I know what size to order?
Every product page lists the model's height and the size she's wearing, plus how that particular style fits. Our size guide has full measurements in centimetres and inches.
I'm between sizes.
The fit notes on each product page say which way to go for that style. If you're still unsure, email us your measurements and we'll tell you honestly.
Products
Will the colour match the photograph?
We photograph every dress under neutral studio lighting to get as close as possible. Screens vary, so slight differences in shade are normal. If a colour isn't what you expected, return it within 30 days.
What are the dresses made from?
Fabric composition, lining and care instructions are listed in full on every product page. Most of our occasion styles are polyester-based fabrics chosen for how they drape and hold their shape.
Orders and payment
What payment methods do you accept?
All the methods shown at checkout, including major debit and credit cards. Payment is taken in full when you order.
Can I change or cancel my order?
If it hasn't been dispatched, yes — email us as quickly as you can. Once it's gone you can still return it under our 30-day policy.
I've entered the wrong address.
Email us straight away. We can change it before dispatch but not after.
Still stuck?
Email info@oonora.com or call [[UK PHONE]], Monday to Friday 9am–5pm. We answer every message within 24 hours.