Returns & Refunds

Effective Date: 29 September 2025
Business: HOWO® – Skincare, Clothing, and Rituals for Stillness
Contact: hello@howo.uk

We want you to feel grounded and confident in every HOWO® purchase. This page outlines how refunds, returns, and exchanges work when you shop through our website. It is aligned with UK and EU consumer law.

Your Right to Cancel (UK & EU)

Changed your mind? You can cancel most online orders within 14 days of receiving your items. To begin a return, just email us first with your order number and reason for return. We’ll send the return steps.

To be eligible, items must be:

  • In original condition and packaging
  • Unworn, unused, with all tags or labels still attached (where applicable)

Unless the item is faulty, return postage is your responsibility. We recommend using tracked shipping and keeping proof of postage.

Skincare Returns

For hygiene reasons, we can only accept skincare returns if:

  • The product is unused
  • The product is unopened
  • It is in its original condition and packaging

If your item arrives damaged, faulty or incorrect, please contact us within 7 days of delivery. Include your order number and clear photos. We’ll offer a resolution — replacement, refund or store credit — after assessment.

Please note: HOWO skincare items do not include tamper seals, so we reserve the right to assess return eligibility case by case.

Clothing Returns

To return clothing, items must be:

  • Unworn and unwashed
  • With original tags and labels attached
  • Tried on carefully (avoid makeup, fragrance or deodorant transfer)

Faulty or Damaged Orders

If a product is confirmed faulty within 30 days of delivery, you’re entitled to a refund. After this, we may offer a repair, replacement or store credit, in line with the Consumer Rights Act 2015.

Missed or Refused Deliveries

If your parcel is:

  • Refused at delivery
  • Uncollected from a pickup point, or
  • Sent to an incorrect address entered at checkout

We’ll refund the item (if returned in resaleable condition), but original shipping and return handling fees may be deducted.

How to Start a Return

To begin a return, email: hello@howo.uk. Please include:

  • Your order number
  • The item(s) you wish to return
  • Your reason for return

Please do not send anything without contacting us first. Unapproved returns may not be eligible for a refund.

Returns should be posted to:
HOWO® Returns
Lytchett House, 13 Freeland Park,
Wareham Road, Poole, BH16 6FA,
United Kingdom

Important: All returns must be reviewed and confirmed by our team before posting. If a return is sent without approval, we cannot guarantee the refund will be processed.

Refunds

Once we receive and inspect your return, we’ll email confirmation. If approved, refunds are sent to your original payment method. Please allow up to 10 business days for the funds to appear, depending on your bank. If delayed:

  • First check with your payment provider
  • Then contact us if you need further help

Exchanges

The quickest way to exchange is:

  • Return the original item for a refund
  • Place a new order for your preferred item

If stock allows and you’d prefer a direct exchange, let us know — we’ll do our best to help.

Gift Cards, Sale Items & Bundles

  • Gift cards are non-refundable and can’t be exchanged for cash
  • Sale or discounted items are returnable unless otherwise stated
  • Bundles or sets must be returned in full, in original packaging, unless agreed otherwise

International Orders

If you’re returning from outside the UK:

  • You’re responsible for return shipping
  • You must mark the parcel clearly as a customer return
  • HOWO® is not liable for duties or fees from incorrect customs declarations

Need Help?

Questions or concerns?
Reach out anytime — we’re here to help: hello@howo.uk