Refund policy

 

At Femss, we want you to be completely satisfied with your purchase. Our return policy is designed to be as straightforward as possible. Please review the details below to ensure a smooth return process.

Return Window

• You have 14 days from the date of receiving your item to request a return.

• If a return is not completed within 10 days of the request, it will be cancelled.

Eligibility for Returns & "Wardrobing" Prevention

• Items must be in the exact same condition as received, with all original tags fully intact and attached via the original plastic fastening. Items returned with detached, re-pinned, or tampered tags will be automatically rejected.

• Items must be unworn, unused, unwashed, and odourless (free of perfume, deodorant, smoke, or detergent).

• Items must be completely free of damages, alterations, makeup stains, or tan marks.

Return Process & "Empty Box" Protection

• Start your return using our automated returns service. If accepted, you will receive instructions on how and where to send your package. Items sent back without an approved return request will not be accepted.

• Package Content Verification: A successful delivery scan by the courier does not constitute a refund approval. Refunds are strictly conditional upon our team opening the package and verifying that the correct, original merchandise is inside. If an incorrect item, empty box, or omitted items are received, the claim will be dismissed.

• During sales periods, our automated service may be unavailable. Please check our customer care page for return instructions to receive a credit note during these times.

Return Exceptions

• Sale items and outlet purchases are not eligible for a refund or exchange; a store credit note will be issued instead.

• Non-returnable items include those with hygiene stickers removed, items received for free, or singular promotional items from a multi-buy deal.

• Items returned damaged, worn, or in an unsuitable condition will not be refunded and will be sent back at your expense.

Return Shipping

• Returns are not free; we strongly advise using a tracked service for security.

• We are not responsible for return packages that are lost, misdelivered, or damaged in transit by the courier.

Refunds

• Once your return is physically received and inspected, you will receive an email regarding your status. Please allow up to 10 working days for processing during busy periods.

• Approved refunds will be credited to the original payment method, excluding initial delivery costs.

• Credit Card: Refunds are processed within 10 working days of item receipt.

• PayPal: Refunds are typically visible within 24 hours of the refund confirmation email.

Damages and Issues (Manufacturing vs. User Damage)

• Physical Return Requirement: Under no circumstances will refunds, store credits, or replacements be authorized while the merchandise remains in the customer's possession. We require the physical return of all disputed items before any final financial resolution can be processed.

• Inspect your order upon receipt. Contact us immediately at customercare@femss.co.uk if you receive a defective, damaged, or incorrect item. Delivery or transit-related damage must be reported within 48 hours of delivery for a prompt claim resolution.

• If an item is returned to us as faulty or damaged, we reserve the right to send the merchandise directly to our manufacturing facility for a formal technical inspection. A final decision regarding a refund, repair, or replacement will only be issued once the manufacturer's official report is completed. This assessment process can take up to 14 days from the date we receive the physical package at our facility, in line with UK consumer guidelines.

Fair Use & Anti-Fraud Policy

• We monitor return patterns. If we detect unusual activity, such as worn, washed, or intentionally altered items being returned, we reserve the right to deactivate the associated account(s) and reject future orders.

• To streamline our customer service and prevent administrative fraud, our system routinely audits and links duplicate customer accounts. If multiple orders or damage claims are placed using different email addresses but contain matching names, billing addresses, or payment methods, they will be consolidated into a single case. We reserve the right to limit prepaid return shipping labels to one per consolidated account or claim.

• If your account is deactivated and you need to make a valid return, please contact Customer Care for assistance.

Disputes, Chargebacks, and Lost Returns

• Tracking Accountability: When returning an item, the customer is legally responsible for ensuring the package safely reaches our facility. You must retain your tracking receipt and provide it to Customer Care upon request. We cannot process any refunds for items that are missing, misdelivered, or delayed in transit by the courier until a formal investigation with the carrier is completed.

• Administrative Fees for Premature Disputes: If a customer opens a bank chargeback or payment dispute before allowing our team the statutory 14-day inspection period, or while a return package is still lost/misdelivered in transit, this constitutes a breach of our return terms.

• Recovery of Bank Costs: In the event that a chargeback is issued unfairly while merchandise is not in our physical possession, Femss reserves the right to legally recover, invoice, and re-bill the customer for all associated administrative costs, third-party payment processing penalties, and chargeback fees (£15–£25 per instance) incurred by our business.

Exchanges

• Use our quick exchange system by emailing exchange@femss.co.uk with the subject "Exchange [Your Order Number]."

• Specify the item you want to exchange and the desired item/size/colour.

• You will receive an email confirmation, a link to pay any additional costs, and a return label.

• During sales periods, exchanges are not offered; you may return items for a credit note instead.

• If an exchange item is not available, we will be unable to approve an exchange.

If you have any questions regarding returns, please contact our Customer Care team at customercare@femss.co.uk. We are here to help!