Shipping Cost & Time

We ship all orders from the United Kingdom.

• UK — Standard: 1–4 business days (£6–£9)
• Europe — 3–7 business days (£15–£25)
• USA & Canada — 5–12 business days (£25–£35)
• Australia, Asia, South America & Rest of World — 7–20 business days (£40–£65+ depending on location)

Shipping rates are subject to change

Orders over £399 qualify for free UK shipping.
International free shipping thresholds may apply during limited periods — check at checkout.

All orders are processed and dispatched Monday–Friday. Please allow 1–3 business days for processing (longer during sales or holidays). Shipping times do not include processing.

Note: The Layers/Essentials program is made in small batches — delivery estimates are shown clearly on each product page.

We hand-inspect and carefully prepare every order.
Standard processing time: 24–72 hours (Monday–Friday).
During sales, launches, or peak periods, this may extend to 3–5 business days.

You will receive a confirmation email when your order ships, along with tracking details.

There may be a delay in dispatching your order during our flash sales, promotions, or peak busy periods. Please allow 1-3 days for our team to pick and pack your order. Orders are shipped in order of earliest to latest. You will receive an email confirmation when your order leaves our warehouse.

Tracking information is sent to your email once the order leaves our studio.
It can take up to 3–5 days for the tracking to become active with the carrier.

If you have any questions, email us at studio@ogwoffice.com (or whatever your actual support address is). We reply quickly during UK business hours.

How to return:

1. Email studio@ogwoffice.com with your order number and reason.
2. Once approved, ship the item back to our UK studio (address provided in the approval email).
3. Write “RETURN” clearly on the outside of the parcel.

We aim to process refunds/exchanges within 3–5 business days of receiving the returned item. Refunds go to the original payment method (full-price items only). Sale/discount items receive store credit.

We reserve the right to refuse returns that do not meet the above conditions.

Over 14 days? Unfortunately, we cannot accept returns or exchanges after the 14-day window.

No, after 14 days, we do not accept any returns or exchanges. Please review products and decide within 14 days of when the item arrives.

Store credit is offered for any returned sale item or purchased using a discount code.

Items purchased during the sale are final sale and cannot be returned or exchanged unless otherwise noted on the product page.

Our Returns Policy

You have 14 days from the date you receive your order to initiate a return or exchange.

To be eligible:

• Items must be unworn, in original condition, with all tags still attached
• Must be returned in original packaging
• Footwear must be tried on soft surfaces only and returned in the original shoebox inside a mailing bag (no sole marks or scratches accepted)

Sale items, items purchased with a discount code, and pre-order items are final sale (store credit only where eligible — no refunds).

We do not offer pre-paid return labels. You are responsible for return shipping costs and any duties/taxes on the return.

OGW™ Design Office does not provide pre-paid return labels; you will be responsible for covering the shipping costs to return.

As we ship from the United Kingdom:

• UK orders: No additional duties or taxes.
• EU orders: May be subject to local VAT and import fees (these are your responsibility and not included in the shipping cost).
• USA, Canada & Rest of World: Import duties, taxes, and customs fees may apply depending on your country’s regulations and order value. These are not included in the price or shipping cost and must be paid by the recipient.

We are not responsible for delays or additional charges caused by customs.

For accurate estimates, please check with your local customs office before ordering.

You can request to cancel or change your order within the first 12 hours of placing it by emailing studio@ogwoffice.com with the subject: “CANCEL ORDER: [Your Order Number]”.

After 12 hours, or once the order has been processed/packed, we cannot guarantee cancellation.

Some pieces are released as pre-orders to allow for careful production.
Estimated shipping dates are clearly listed on the product page.
Payment is taken at checkout. If you order multiple pre-order items with different dates, they will ship together on the latest date (unless stated otherwise).

Order Confirmation

You will receive an order confirmation email shortly after checkout. Please add studio@ogwoffice.com to your contacts to avoid it landing in spam.

If something is missing from your order, contact us immediately at studio@ogwoffice.com with your order number and photos if possible. We will resolve it as quickly as we can.