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Returns & Refund Policy

Returns & Refund Policy

Returns and Refund Policy

RETURNS AND REFUNDS POLICY

You may return any item you are not completely happy with for a refund, providing the item is still in its original condition, within 28 days of receiving it.

After this, we don’t accept unwanted items, so if you do try and return an item to us more than 28 days after receiving it, we may send it back to you and ask you to cover the costs of delivery.

Of course, if you wish to return any item because you consider it is faulty, or not as described we are happy to help. Please refer to the ‘Faulty’ section in our Terms of Sale for more information.

Please note: We do not currently offer free returns on homeware. You will therefore need to cover all costs of returning any items to us yourself.

 

Conditions of Return

All unwanted items should be sent back to us in their original condition. That is unused, in the original packaging, with all swing tags/labels attached.

Footwear should be tried on carpeted floors to protect the soles, must not be worn outside and should be returned with the original dust bag and the original box (if any).

Please take extra care not to damage, scratch or mark any delicate goods or leather items when examining them.

Returned items are your responsibility until they reach us, so please make sure that you wrap and package items properly to prevent damage during return shipping and get proof of posting.

All items are inspected on return. We would like you to try on our items, as you would in one of our stores, but you should not otherwise wear or use them. When trying on clothing, please be careful not to damage any buttons or zips, or leave any make-up, deodorant, antiperspirant or perfume marks/scents. We reserve the right to deduct amounts from refunds, up to the full value, where unwanted items show signs of unreasonable handling, use, or are not capable of being re-sold.

 

Exchanges

Unfortunately, we are not able to offer exchanges at this time. If you want a different size, colour or a different item altogether, please return the item to us, request a refund, and place a new order.

 

Refunds

You will receive a confirmation email once your return has been received and processed. We will try to process your refund as quickly as possible, however, please allow up to 14 days for the funds to appear in your account.

Refunds are always credited to the original method of payment.

If you return a single item bought as part of a multi-buy discount offer (for example 'buy 2 for £20) you will be refunded the full price of that item less the total discount given in the offer. If you return all items purchased with the multi-buy discount you will be refunded with the full multi-buy value.

For combination purchases ("buy one, get one free" or "get the lowest priced item free"), you must return any free items back for us to process a refund.

 

Where to Send Returns

Website returns are 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.

(*) For returns of larger homeware items, please see 'Homeware' section below.

You can also return any purchases made via the Website, using any postage service you choose, to our warehouse at: RETURNS DEPARTMENT, FRENCH CONNECTION, Unit B Dolphin Way, Purfleet, RM19 1NZ.

As your return remains your responsibility until it arrives back with us, we strongly recommend that you get and retain proof of posting as we do not accept responsibility for items that fail to arrive with us.

If you are a mainland UK customer, you may also return items purchased via the Website (**) to your nearest UK French Connection store. You will need to bring:

  • the item you wish to return, in a resalable condition, with swing tags attached; and
  • the dispatch note (enclosed in your delivery) as proof of purchase. Photocopies are not a valid proof of purchase.

We will also require the card holder of the card used to pay for the items to be present and to show the card used. Please note that the store manager’s decision will be final.

(**) Unfortunately, we are not able to accept returns of homeware items purchased via the Website, or items purchased using Klarna in our stores at the moment, nor are we able to accept returns in any of our outlets or concessions.

Items bought from French Connection stores must be returned in store. Items purchased from other stores, or websites selling French Connection products (such as John Lewis, ASOS, House of Fraser) should be returned to the seller you purchased the item from.

If you accidentally return the wrong item to us, please contact our Customer Services team who will do their best to help. If we can locate the item (which may not always be possible) we may ask you to cover the cost of delivering the item back to you.

 

Returns Charges

From time to time we offer free standard delivery and returns on a promotional basis. Such offers exclude orders placed for Gift Cards and homeware items and are conditional upon:

  • the order being placed and paid for in GBP;
  • the total order value exceeding the stated minimum order value required;
  • delivery requested to an address within the UK;
  • all items being returned in the same package

If your order is not eligible for free returns, you will need to cover the return postage costs unless the item is faulty or not as described (see ‘Faulty’ for further details). Customers residing outside of the UK will be responsible for all costs, including export and import costs associated with returning items to us.

 

Homeware

You may return any item of homeware you are not completely happy with for a refund, providing the item is still in its original condition, within 28 days of receiving it. Please see our 'Conditions of Return' above.

After this, we don’t accept unwanted items, so if you do try and return an item to us more than 28 days after receiving it, we may send it back to you and ask you to cover the costs of delivery.

Of course, if you wish to return any item because you consider it is faulty, or not as described we are happy to help. Please refer to the ‘Faulty’ section in our Terms of Sale for more information.

Our promotional offers for free standard delivery and returns do not apply to orders which include homeware items.  You will, therefore, need to cover the return postage costs unless the item is faulty or not as described.

For smaller items you will be able to use our Returns Portal. See 'Where to Send Returns' above. For larger items of homeware, we can arrange for these to be collected from you, at your cost and expense. Please call customer services on 0333 400 3285 to check if your item qualifies for our collection service and for the applicable charges.

Unfortunately, we are not currently able to accept returns of homeware items purchase via our Website in any our French Connection stores. Any homeware items purchased via our Website must be returned to our warehouse. See 'Where to Send Returns' above.

 

Exclusions

In the interests of health and hygiene, the following items cannot be returned to us:

  • underwear
  • swimwear if the hygiene seal is not intact or any labels have been broken.
  • pierced jewellery if the hygiene seal is not intact or any labels have been broken.
  • fragrance, make-up or toiletry products if they have been opened, used, the hygiene seal is not intact or any labels have been broken.
  • face masks if they have been opened, used, the hygiene seal is not intact or any labels have been broken