Yes! Our free delivery is to the United Kingdom, and all countries in Europe.

For our free delivery in the UK and Europe, we aim to deliver within 5-7 working days after we dispatch the items. We aim to meet these delivery times but during busy periods (including sale) deliveries may take a little longer. Occasionally tech updates to our systems or force majeure events, such as extreme weather conditions, will mean that these delivery services aren’t available, or that order cut-off times need amending and/or delivery times need to be extended. However, we will always work hard to keep these temporary changes to a minimum. Fashene cannot be held liable for any parcels that are lost or stolen as a result of any specific delivery instructions left for the carrier. Delivery is Monday to Friday (excluding Public Holidays).

Yes, we deliver globally! Simply place your order, and provide your shipping address.

Someone needs to be in when your parcel is due to be delivered as we may need a signature. If this isn't possible, our delivery partner will usually try to deliver more than once.

Alternatively they'll leave a calling card, confirming that they've either left it with a neighbour, left it in a safe place, when they will try to re-deliver or give you details on how to collect it.

We're unable to deliver to PO Box addresses in the UK.

We can deliver to your permanent residential address or your place of employment. If you choose to have your order delivered to you at work, please ensure that there will be someone available to take receipt of the goods. It's also a good idea to add your company name to the parcel too as it'll help the driver find you easily.

For your security we aren't able to change the address your order is being sent to. Don't worry – if you're not in when a delivery is attempted our carrier will leave a card advising how to arrange a redelivery or where you can pick up your parcel.

Sure!

We provide a tracking link for all items. Once this link becomes active, you can simply follow the progress of your order to see where it is!

Ownership and Risk of all products ordered become yours after 1 attempt at delivery. Once 1 attempt at delivery have been made, you are now the owner of these item/s (provided full payment of all sums due in respect of the Product/s(s) have been received).

You are responsible for all customs, duties and taxes on all orders. If an item is sent, and is stuck/delayed/received by customs, you must ensure that the item is delivered to you.

Returning an unwanted item?

We get it, sometimes something just doesn't work for you and you want your money back. As long as an item is still in its original condition, we accept returns for free, subject to the rules below, which includes rules about fair use. None of these rules affect your statutory rights.

If you return an item requesting a refund within 14 days of the item being delivered to you, we'll give you a full refund by way of the original payment method, if the items meet our return conditions.

We aim to refund you within 14 working days of having received the returned item.

If you request a refund for an item during the above timeframes but you can't return it to us for some reason, please get in touch - but any refund will be at our discretion.

Remember that regardless of where your items were shipped from, you can follow our usual returns process for all of them.

After that?

We don't accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.

Original Condition

Hygiene and our customers’ safety is super important, so certain items can’t be returned for refunds including:

Face + Body products if opened, used or protective seal is not intact. Underwear if the hygiene seal is not intact or any labels have been broken. Swimwear if the hygiene seal is not intact or any labels have been broken. Pierced jewellery if the seal has been tampered with or is broken. Face coverings if the seal has been tampered with or is broken.

Please use a new resealable delivery bag at your own cost to return back to us.

None of this affects your statutory rights.

Of course, it's fine to try an item on like you would in a shop, but please don't actually wear it. If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return. In order to receive a full refund, all items must be returned to us unworn/unused and in the same condition you received them with their original packaging and all tags and labels attached (e.g., shoes should be returned with the original shoe box).

 
Responsibility

Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way!

As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us and the courier about your return.

.We recommend this, because if items get lost in the normal post, we regret we are not responsible for any items not received here. Using a trackable method protects you if your items get lost in the post, by enabling you to claim from your chosen delivery company.  Please keep a safe note of your returned parcel’s tracking number.

We're not responsible for any items that are returned to us by mistake (it happens!). If we're able to locate the items (it's not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.

You are responsible for all returns costs including returns labels and packaging the goods back.

Fair use

If we notice an unusual pattern of returns activity that doesn't sit right: e.g. we suspect someone is actually wearing their purchases and then returning them, ordering and returning loads - way, way more than even the most loyal Fashene customer would order or the items returned don't match what you ordered - then we might have to deactivate the account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with Customer Care and we'll be happy to discuss it with you.

Please note, we reserve the right to take legal action against you if the items you return don't match what you ordered.

We have a simple process!

If you would like to return an item, please message us using the contact form, or message us at hello@fashene.com.

Once we receive your message, we aim to get back to you within 24-48 hours.

If we approve your returns request, we will provide you with an address to return the item to.

You are responsible for all returns costs including returns labels and packaging the goods back.

When dropping your parcel off at the post office, you must send the item using a signed service.

This means we have to sign for the package and a tracking number will need to be obtained. This service is at your own cost.

Once received, we will inspect the items and let you know if we are able to process a refund. It will take 3-5 business days to process, from the date that we confirm that we will be refunding you, and the refund will go back to the original payment method you used. We will not refund the original delivery cost or any other delivery cost.

We’re no longer offering free exchanges to customers. All returned items will be refunded once they've been received by our warehouse. Need a different size or colour of an item? Simply place a new order!