Returns and Refunds

Last updated: 17 August 2026

How our orders work

Every pair is made to order. When you place an order, we source that specific model in your size for you. Nothing is pulled from shelf stock, which is why we can offer a wide range of models and sizes, and why we cannot accept returns for change of mind.

What we accept back

We accept a return when the item is:

• Faulty. A manufacturing defect, or damage that happened before it reached you.
• Wrong. Not the model, size, or colourway stated on your order confirmation.

In both cases we cover the cost of returning the item to us.

What we do not accept

• Change of mind, or the item not matching your expectations.
• Ordering the wrong size. Please use our size guide before you order, or message us and we will help you choose.
• Items that have been worn outdoors, washed, altered, or marked.
• Items returned without the original box, dust bag, tags, or extras they arrived with.
• Items reported after the applicable reporting deadline.
• Items sent back to us without a confirmed claim.

Trying a pair on indoors, on a clean surface, is fine. Wear beyond that is not.

Reporting deadlines

Report damaged or incorrect items on the day of delivery. Report other faults within 2 days of delivery. Claims reported after the applicable deadline cannot be processed.

How to raise a claim

1. Contact us on the day of delivery for damaged or incorrect items, or within 2 days of delivery for other faults, at ovibeirut@outlook.com or on WhatsApp at +961 79 087 394.
2. Include your order number and a short description of the issue.
3. Send photos. Clear shots of the fault or the incorrect item, the full pair, and the box label. Photos are required before we can approve a claim.
4. Wait for confirmation. We respond within one business day and will confirm whether the claim is approved and how to send the item back. Do not ship anything to us before you have that confirmation.

What happens next

Once we receive the item, we inspect it against your claim. Inspection takes up to 3 business days.

• Claim approved. We refund you in full, including the original shipping you paid and the cost of returning the item.
• Claim declined. If the item shows wear, is missing its packaging, or the reported fault is not present, we send it back to you at no cost to you and no refund is issued. We will explain what we found.

Where a replacement is possible and you prefer it to a refund, tell us and we will source the same model again instead. Timelines match a new order.

Refunds

We do not accept card payments at this time, so refunds are arranged with you directly rather than processed through a payment provider.

Cash on delivery orders. Refunded in cash, or by Whish, whichever you prefer. Arranged within 2 business days of inspection.

Refunds are issued in the currency you paid in. We do not issue partial refunds, and we do not offer store credit in place of a refund on an approved claim.

Damaged in transit

If the box or the pair arrives visibly damaged, photograph it before unpacking anything further and contact us the same day. Transit damage is handled as a faulty item claim, and same day photos make it straightforward to resolve with the courier.

Cancelling or changing an order

• Within 24 hours of ordering, before we source the pair, you can cancel at no cost, or change the size or model.
• After that point, the order cannot be cancelled or changed because the pair has already been sourced for you. We can still update your delivery address.

Questions

Message us at ovibeirut@outlook.com or on WhatsApp at +961 79 087 394, Monday to Saturday, 10:00 to 19:00 Beirut time. If you are unsure about sizing or fit, ask before you order. It is always easier than after.

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Summary

We accept returns on faulty or wrong items only. Every pair is made to order, so we cannot take returns for change of mind or the wrong size. Report damaged or incorrect items on the day of delivery, and other faults within 2 days of delivery at ovibeirut@outlook.com or on WhatsApp at +961 79 087 394, with your order number and photos. Once approved we refund you in full and cover the return shipping.