RETURNS
Returns
EXTENDED CHRISTMAS RETURNS
Purchases made after 25th October 2024 can be returned either within 28 days or up to 14th January 2025 whichever date is the latest for a full refund.
HOW TO RETURN
French Connection has gone paperless.
You can now return your items to us quick and easy via our Returns Portal(*). Simply enter your order number and all required data to identify you in the fields provided, select your preferred return option, submit your request and post your package back to us using the option selected.
All returns made from UK addresses on orders paid for in GBP can be returned FREE of charge within 28 days of the date of your order. This currently excludes Channel Islands. Customers who wish to return their items to us from addresses within Channel Islands will therefore need to cover all costs themselves.
Please note: We do not currently offer free returns on homeware or Items bought in our retail stores. You will therefore need to cover all costs of returning any items to us yourself.
The following items may not be returned for refund, unless faulty: earrings, underwear, swimsuits, or swim bottoms.
You can choose from the following options but we strongly recommend that you return any items via a registered trackable service and obtain and retain proof of posting as we do not accept responsibility for items that fail to arrive with us. We do not accept hand delivery of returns to our distribution centre for security reasons.
ROYAL MAIL
Head to our Returns Portal(*) and select Royal Mail as your return option, take your package to your nearest Post Office and send to our returns by post address.
We strongly recommend that you obtain and retain tracking details of the posted return as we do not accept responsibility for items that fail to arrive with us.
ASDA – EASY RETURNS IN OVER 600 STORES, OPEN 7 DAYS A WEEK
- Complete and enclose your returns note in the parcel
- Click here to print a label at home or get a QR code to print a label in-store
- Take your parcel to Asda and return at the parcel point or with an Asda colleague
- Don’t forget your receipt to track your parcel here
INPOST STORES & 24/7 LOCKERS
No printing is required at home or when you drop off your return. Just scan. Drop. Done. You don’t even need a label!
1. Create your code
Generate a QR code here which will be sent to your email
2. Pop to your locker or shop
For lockers, scan your QR code to open a locker, put your parcel inside and then shut the door. For shops, show the staff member your QR code to scan, and hand your parcel over.
3. Track your parcel
A label will be applied for you by the courier (for locker returns) or shopkeeper (for shop returns) and you’ll be able to track every step of your parcel’s journey back to us.
- No printing
- Lockers available 24/7
PLEASE NOTE: all items from the same order should be returned in one parcel.
Maximum parcel size: 41cm x 38cm x 64cm.
RETAIL STORES
All online orders which you are not completely happy with may be returned to one of our retail stores* for a full refund, exchange or credit note, providing the item is returned to us within 28 days of purchase. This excludes earrings, underwear, swimsuits, swim bottoms and items with a security or hygiene seal or label, if the seal or label is broken, or has been tampered with.
Full price items purchased in-store can be returned for a full refund within 28 days with a receipt. This excludes earrings, underwear, items with a security or hygiene seal or label, if the seal or label is broken, or has been tampered with. Sale items purchased in-store can be returned for an exchange or credit note within 14 days with a receipt.
Outlets will accept a return within 28 days of purchase for an exchange or credit note only.
In the interest of hygiene and for your protection, earrings and pierced jewellery are non-returnable.
All unwanted items must be returned to a French Connection retail store* with valid proof of purchase, and in an unused and fully resalable condition. This does not affect your statutory right to a refund, repair or replacement in respect of items which are faulty, or not as described.
*excludes French Connection outlets and department store concessions.
Refunds will be made according to the method of payment at the time of purchase, and at the value of the currency in which the item was originally purchased.
RETURNING ITEMS FROM OUTSIDE THE UK
All overseas customers should send returns to the address below:
Returns Department
French Connection
Unit B
Dolphin Way
Purfleet
Essex
RM19 1NZ
United Kingdom
We do not currently offer free returns to overseas customers. You will therefore need to cover all costs of returning any items to us yourself. We advise that you mark your package ‘returned goods’ to avoid further duties.
Remember:
We strongly recommend that you return any items via a registered trackable service and obtain and retain proof of posting as we do not accept responsibility for items that fail to arrive with us.
RETURNING HOMEWARE
For standard and large homeware items, we are not currently able to accept returns of homeware purchased from the website in store. Please return homeware purchased from the website to our returns address via our Returns Portal(*) or by contacting Customer Services on 0333 400 3285 or contact@frenchconnection.com.
We do not currently offer free returns on large homeware. You will therefore need to cover all costs of returning any items to us yourself.
For small homeware purchased from the website, you can return for free. Please return to our returns address via our Returns Portal(*).
For large and two-man delivery homeware, please return to the below address:
Returns Department
French Connection
Unit B
Dolphin Way
Purfleet
Essex
RM19 1NZ
United Kingdom
If you would like you arrange collection with Customer Service, please call 0333 400 3285 or email contact@frenchconnection.com. This will be charged at £40, this will be deducted off your return cost.
We do not accept hand delivery of returns to our distribution centre for security reasons.
Two-man delivery items can be picked up by French Connection. You will be charged for this service, which will be deducted from your refund amount. Please call Customer Services on 0333 400 3285 or contact@frenchconnection.com to check if your purchase qualifies for a return pick up and for applicable charges.
Remember:
You can now return your small items to us quick and easy via our Returns Portal(*). Simply enter your order number and all required data to identify you in the fields provided, select your preferred return option, submit your request and post your package back to us using the option selected.
We are not currently able to offer exchanges on homeware items. If you need a different size or colour of an item, you will need to place a new order.
All items must be returned unused and in a fully resalable condition. Please take care not to damage, scratch or mark any items, particularly fragile and delicate items when examining them.
All items, particularly fragile and delicate items, should be wrapped carefully, in their original protective packaging where possible, to prevent damage during return shipping. French Connection does not accept responsibility for any damage to which occurs during return shipping.
We strongly recommend that you return any items via a registered trackable service and obtain and retain proof of posting as we do not accept responsibility for items that fail to arrive with us.
GOODWILL RETURNS POLICY
It is important to us that you are happy with your French Connection purchase. If you are not entirely happy with your purchase, you have 28 days from the date of your purchase, to return your item to us for a refund.
The following items may not be returned for refund, unless faulty: earrings, underwear, swimsuits, or swim bottoms.
We are not currently able to offer exchanges on any of our products. If you would like a different item, size or colour, please return your purchase to us for a refund, and place a new order.
In case of part return of a multi-buy set, or similar discount, the promotion will be void and you will be refunded proportionately according to the value of goods kept.
All items must be returned unused and in a fully resalable condition, with swing tags attached if possible. Please take care not to damage, scratch or mark any items, particularly delicate and leather items, when examining them.
We reserve the right to deduct amounts from refunds, up to the full value, where unwanted items show signs of use or unreasonable handling and are deemed not to be resalable.
You will receive a confirmation email once your return has been processed. We will endeavour to process refunds as quickly as possible, however, please allow up to 10 working days for your refund to be processed once it has been received by us. This period may increase during busy times, such as during sale.
Refunds will be credited to the original method of payment.
PLEASE NOTE ITEMS PURCHASED FROM OUR WEBSITE CANNOT BE RETURNED TO FRENCH CONNECTION CONCESSIONS.THIS INCLUDES FAULTY ITEMS.
CANCELLATION POLICY
If you are a UK or EU customer, you have 14 days from the date of delivery to cancel your entire order. Please click here for further details and our Cancellation Form.
I THINK SOMETHING MIGHT BE WRONG WITH MY ITEM
If you believe your item is faulty, defective or not as described and wish to exercise your legal right to reject it, you will need to post the item back to us, or (if it is not suitable for posting) allow us to collect it from you so that it can be assessed by our returns team. We will pay for the costs of postage.
If you believe your item is faulty, or not as described, please email orders@frenchconnection.comor contact Customer Services on 0333 400 7227. They will be able to direct you on how to return your item to us, free of charge, so that it can be assessed by our returns team.
Please bear in mind that all items are inspected on return, and those with wear and tear rather than a fault may not be refunded in full.