Should you need to return your purchase, you have 14 days from the date you received your order to exchange or return. Shipping is currently only complimentary on returns made from the EU.
Products that are personalized, bespoke, altered or otherwise made to your specification are final sale and non returnable.
Please note that the following products are non-returnable due to transport restrictions:
- perishable goods (including food and beverages)
- beauty products and fragrances
- certain accessories and fine jewelry
- underwear, nightwear and swimwear, unless the protective adhesive strip is still in place and in a saleable condition
- certain homewares (mattresses and divans [when sold with a mattress], duvets, mattress toppers, protectors and pillows, and bed linen)
- pharmaceutical products
- any other items designated as non-refundable at the time of purchase
- All items must be returned in their original condition, clothing can not have been worn, washed or altered.
- Items must be returned in the original packaging, including any boxes, hangers, garment bags, and other signature packaging materials.
- Please contact [email protected] to notify us of your return and to arrange for a RETURN FORM to be emailed to you. All returns should be requested before you send your item(s) back to us to allow for easy identification and prompt processing. Unidentified returns will be returned to the sender. Please note that the Company may not accept liability for any good returned to us.
- Return shipments must be made using the same service as for the original delivery.
- We can only accept returns from the country to which an order was originally shipped, for example, orders delivered to Germany must be returned from Germany.
If your return does not meet the conditions listed, we will send you an e-mail with an explanation of our decision. Upon your request we then can send the package back to you. When your return has been accepted, your refund will be issued and you will receive a confirmation e-mail.
REFUNDING THE PURCHASE
Once the return has been checked by our team, you will receive an email regarding the returned items. We will refund you as quickly as possible. Please note:
- The refund is always credited to the payment method with which the original purchase was made.
- Potential losses due to currency fluctuations will not be refunded.
- The refund is always credited in the same currency as the original purchase.
- The refund is always credited to the purchaser’s account.
- The time it takes to receive your refund depends on the payment method or your credit card provider.
Shipping & handling costs will not be refunded, with the exception of items returned under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulation 2013, applicable to consumers in the EU.
- We offer our returns policy to make your online shopping experience even easier. We do monitor the number of returns made by customers, and continued returns will be flagged and may, at our discretion, lead to the closure of your FREDERICK & SOPHIE account or future orders being refused.
For more information on returns, please see §9 and §10 of our Terms & Conditions.
If you require further assistance, please contact [email protected]