Returns Policy

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).


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.

How to Return an Item/s?

If you would like to return an item, please message us using the contact form, or message us at

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.