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

• Items must be in the same condition as received with tags, and in the original packaging.
• Items must be unworn, unused, unwashed and odourless.
• Without damages, alterations, stains or marks. 
  

Return Process

• 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 a return request will not be accepted.
• During sales periods, our automated service may be unavailable. Check our customer care page for return instructions for a credit note during these times.

Return Exceptions

• Sale items and outlet purchases are not eligible for return or exchange; only a credit note will be issued.
• Non-returnable items include those with hygiene stickers removed, items received for free, or singular items from a deal.
• Items returned damaged, worn, or in an unsuitable condition will not be refunded and may be sent back at your expense.

Return Shipping

• Returns are not free; we advise using a tracked service for security.
• We are not responsible for returns lost in transit.

Refunds

• Once your return is received and inspected, you will receive an email within 48 hours regarding the status.during busy periods please allow up to 10 working days. 

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

  • Credit Card: Refunds processed within 10 working days of item receipt.
  • PayPal: Refunds visible within 24 hours of the refund email.

• Refund timeframes may vary based on payment methods and processing times.

Damages and Issues

• Inspect your order upon receipt. Contact us immediately at customercare@femss.co.uk if you receive a defective, damaged, or incorrect item. Damages or issues must be reported within 5 days of delivery for prompt resolution.

Fair Use Policy

• We monitor return patterns. If we detect unusual activity, such as worn items being returned, we may deactivate the associated account(s).
• If your account is deactivated and you need to make a valid return, contact Customer Care for assistance.

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/color.
• 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 then 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!