Returns & Refunds

Effective Date: 30 October 2026 
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 request a return for most online purchases within 14 days of receiving your order. To arrange a return, email hello@howo.uk with your order number. You then have a further 14 days to send your items back.

To help us process your return, we ask that items are:

  • In original condition and packaging
  • Unworn and unused, with original tags or labels attached 

Customers are responsible for return postage unless an item is faulty, damaged or incorrect. We recommend using tracked shipping and keeping proof of postage.

Skincare Returns

For hygiene reasons, we ask that skincare products are returned:

  • Unused
  • Unopened
  • It is in it's original condition and packaging

If your item arrives damaged, faulty or incorrect, please contact us within 7 days of delivery, where possible. Include your order number and clear photographs so we can assess the issue and arrange a suitable resolution. This timeframe does not affect your statutory rights.

Clothing Returns

We hope you love your HOWO clothing. But if an item isn't quite right, you can request a return within 14 days of receiving your order. To return clothing, items must be:

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

If an item has been handled beyond what is necessary to assess its fit and appearance, we may make a deduction for any resulting loss in value, where permitted by law.

Faulty or Damaged Orders

If your order arrives faulty, damaged or incorrect, please contact us at hello@howo.uk with your order number and photos of the issue.

We'll assess the issue and arrange a suitable resolution in accordance with your statutory rights, including return postage where applicable.

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

Additional delivery costs may apply where an unsuccessful delivery results from incorrect information provided at checkout. Any refunds or deductions will be handled in accordance with your statutory rights.

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 contact us before posting your return so we can provide the appropriate instructions. Your statutory rights are not dependent on our prior approval.

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

Refunds

Once we receive your return, we'll inspect it and confirm your refund by email. Where statutory cancellation rights apply, refunds will be issued to your original payment method within 14 days of receiving the returned goods or evidence that they have been sent back, whichever is earlier. 

 If delayed:

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

Refunds will include standard delivery charges where required by law.

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 subject to the same statutory cancellation and consumer rights as full-price items.
  • Bundles or sets must be returned in full, in original packaging, unless agreed otherwise

These conditions apply subject to your statutory rights.

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