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Terms of service

Last updated: 10/12/25

Welcome to our website! These Terms of Service explain how we provide our products and how you can use our site. By shopping with us, you agree to these terms. If you ever have questions, just reach out at hello@ondineash.com, we’re always happy to help.

1. About Us

We are a UK-based homewares brand, and we aim to make your shopping experience smooth and enjoyable. If you need to contact us, you can reach us at:

Email: hello@ondineash.com
Address: Ondine Ash, 23a High Street, Falmouth, TR11 2AB

2. Using Our Website

You’re welcome to browse, shop, and enjoy our content. Please don’t use the website in ways that could harm the site, break the law, or affect other customers.

All images, product descriptions, and other content belong to us — please don’t reuse them without our permission.

3. Ordering From Us

When you place an order, you’ll receive a confirmation email. This email doesn’t guarantee acceptance — we’ll confirm again once your order has been despatched or is ready for in store pick-up.

We may decline an order if:

  • The product is out of stock

  • There is a pricing or description error

  • We are unable to process your payment

If this happens, we’ll let you know as soon as possible.

4. Prices & Payment

All prices are listed in GBP (£) and include VAT where applicable.

We accept major payment methods through our secure checkout providers. Payment must be completed before we dispatch your order.

5. Delivery

We aim to process and dispatch orders quickly, and estimated delivery times will be shown at checkout. Delivery times may vary depending on your location or during busy periods.

If your parcel is delayed or missing, please contact us and we’ll do our best to resolve it.

6. Returns & Refunds

Changed your mind? No problem.

Under UK consumer law, you have the right to cancel your order within 14 days of receiving your items, with the exception of perishable items and knickers/boxer briefs. To start a return, please contact us at hello@ondineash.com. 

Items must be:

  • In their original condition

  • Unused and unwashed

  • Returned within 7 days of requesting a return

Once we receive the item back, we’ll process your refund within 7 days. Please let us know if you would like to exchange rather than receive a refund.

Please note: Customers are responsible for paying for all postage costs unless the item is faulty.

7. Faulty or Damaged Items

If something arrives damaged or faulty, please let us know within 7 days of receiving your order. We’ll offer a replacement or refund as required by UK consumer rights.

8. Your Personal Information

We take your privacy seriously. Any data you provide is handled in line with our Privacy Policy, which explains how we collect, use, and protect your information.

9. Changes to These Terms

We may update these Terms from time to time. Any changes will be posted on this page, and your continued use of the site means you accept the new version.

10. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes will be handled by the UK courts.