Extended Christmas Returns

We’ve extended our usual limit for returns just for the festive season. Any gift (excluding custom made objects) bought between 31st October and 24 December 2020 can be returned up until 28 January 2021, if unwanted or unsuitable.

Before returning your order please contact us so we can send our dedicated returns form and can track its expected arrival date.

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All products sold by OEN (the189.com) are guaranteed to be genuine, in new condition and inspected by our careful quality control. All products, except items that are reduced in the sale, are protected by a 14 Day Money-back Guarantee which, in accordance with the distance selling regulations, guarantees a full refund or product exchange if the item is returned in unused/unopened condition, within 14 days of receiving the order.

All items properly returned under this policy are eligible for a refund. If you choose a refund, the full purchase price (delivery not included) will be credited when OEN has received and processed your return. This will typically be 7-10 business days after the item was delivered back to us.

Please note: Due to the nature of custom made items we are not able to offer a return on these pieces. If you are unsure whether your order includes a custom made object or not then please contact us before you place your order.

Refund Details

The item must be returned in new, sealed and unused condition, in the original box and with all paperwork to insure full credit. "New and unused" means that there are no scratches, marks, or blemishes on the item; there are no signs of wear on the product, or the box. We cannot accept a return of any item with any indication that it has been used.

Damaged or Defective Items

If you receive a damaged or defective item, you must e-mail us within 24 hours of delivery. Please supply your order number from your original confirmation e-mail or receipt, as well as your e-mail address and contact telephone number. OEN will make every reasonable effort to replace the item in a timely manner, if this is a possible option. 
If there is any damage to the packaging or product on delivery, refuse the order and contact us immediately.

Return Instructions

Please note: OEN cannot guarantee return credit for orders that are returned without proper authorisation. Return Authorisation must be obtained by following the steps below.

Return shipping charges must be covered by the customer. Please retain a copy of the proof of postage certificate and ensure that the goods are adequately covered for compensation. OEN will not be responsible for any items lost in the post.

1. Email shop@the189.com, quoting your order number and your intention to return the item.

2. OEN will email you a Return Form and Instructions within 4-6 business days.

3. Follow the return instructions contained in the email and read/complete the order form. Please place the returns form in the return package. Ship the item back to the address listed on the returns form. Please ensure that you repack the product in its original packaging materials. Do not include any other markings or text on the package except what is specified in our email instructions.

In case of product exchange, OEN will cover the cost to re-ship the new item back to the customer. If you choose a refund, we will email you when the credit has been submitted to your credit card.

Unfortunately credit card companies vary in the time it takes for a "credit" to appear on your monthly statement. Please allow one to two billing cycles for the refund to appear on your statement.