Want to find out more about our returns policy? Read below for more information.  

Returning an item or order?

If you are not completely satisfied with your purchase within 14 days of delivery, you can return the items back to us! To start the process, please e-mail us at hello@fashene.com or by contacting us on our contact form to learn how to return your items.

Returns Authorisation Number

Once you have e-mailed us requesting you would like to return your items/order, we will then provide you with a return's authorisation number, and the address to return your order to. Without a returns authorisation number, we cannot accept any returns. After we have provided you the returns address, all returns must be sent into us within 14 days. 

Please return items in a saleable, unworn and undamaged condition. Please also note that items must be returned with all barcode tags and labels intact.  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.

Returns fees are the buyer’s responsibility unless the goods are faulty or have been sent incorrectly.

We strongly recommend using a trackable method to send items back to us, such as Royal Mail 1st Class Recorded Delivery, or a similar method which gives you a parcel tracking number. 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 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 also recommend insuring your return with the courier or delivery service you use. This means that if an item gets lost or package gets lost on the way back to us, you should be able to claim the cost from the courier/delivery service you use.

Jewellery and hosiery (tights) are non-returnable items.

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

We (at our sole discretion) may choose to reduce your refund to reflect any reduction in the value of an item.

After that?

We don't accept returns for items and orders after the relevant returns period above. 

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!

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.

When trying on clothing please be careful with the item (don’t use unnecessary force) and don’t wear make-up, perfume, cologne, deodorant or antiperspirant as these can mark and leave scents on the item.

When we may withhold issuing a refund

We will refuse a return:

• on grounds of hygiene; or 
•  if an item has been damaged, soiled , washed, altered or worn, or if the original tags or labels are no longer intact and/ or attached to the relevant item (see ‘Original Condition’ above); or
• if the item(s) returned to us do not match what you received; or
• If you have returned items after expiry of the returns period (see ‘After That’ above).

If we refuse a return for any of these reasons, we will not issue you with a refund. If you attempt to return a refused item a second time, we will dispose of the returned item in a responsible way and we will continue to withhold a refund. If you want the items back, you must pay for the delivery/returns cost.
 
In certain cases, for example where we have had to refuse multiple returns by you, or there are suspicious circumstances relating to the return, we might also have to deactivate your account and any associated accounts.

If any of the above happens to you and you think we’ve made a mistake, please get in touch with us at hello@fashene.com, and we’ll be happy to discuss it with you.

Want to exchange an item?

We’re no longer offering free exchanges to UK 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!