At Fashion Reps, we want you to be satisfied with your purchase. This policy explains how to return an item, when a refund is available and what to do if something is wrong with your order.
1. Change-of-mind returns
If you buy an item online and change your mind, you can cancel your order within 07 days of receiving it. This includes an item you no longer want or one that does not fit.
Email [email protected] within that period with your order number and the item you wish to return. You then have 07 days from the date you tell us you are cancelling to send it back. We will provide return instructions when you contact us with 20% charges on it.
2. Checking and caring for an item
You may handle and try on an item as you would in a shop to check its fit, appearance and features. Please take reasonable care of it and return any tags, packaging and accessories where possible.
Wearing an item to an event, photoshoot or holiday, washing it, altering it or otherwise using it beyond what is needed to inspect it may reduce its value. In that case, we may make a proportionate deduction for the actual loss in value, where permitted by law. We do not apply an automatic restocking or processing fee to a lawful cancellation.
3. Size and fit
Please check the size information on the product page before ordering. If the size you selected does not fit, you can use the 07-day change-of-mind process above.
If we send a different size from the one you ordered, contact us and we will treat it as an incorrect item. The same applies if we sent the wrong product or colour.
4. Faulty, damaged or incorrect items
If an item arrives faulty, damaged, not as described or different from what you ordered, email [email protected]. Include your order number and a description of the issue. Photos are helpful, but they are not a condition of your statutory rights.
We will explain the return arrangements and provide the refund, repair or replacement required by applicable consumer law. Where the item is faulty or we supplied it incorrectly, we will cover reasonable return costs. Sale items have the same statutory rights as full-price items.
5. Return postage
For a change-of-mind or fit return, you are responsible for the direct cost of sending the item back. We recommend using a tracked service and keeping your proof of postage.
For a faulty, damaged or incorrectly supplied item, contact us before returning it so we can arrange or explain the return method.
6. Refunds
For a valid change-of-mind cancellation, we will refund the price of the returned item and the cost of standard outward delivery, where applicable. If you choose a more expensive delivery service, we only need to refund the standard delivery cost.
We will issue the refund within 07 days of receiving the returned item or receiving evidence that you sent it back, whichever comes first. We will use your original payment method unless we agree otherwise. Your bank or payment provider may take additional time to display the refund.
7. How to request a return
Email [email protected] with your name, order number, the item concerned and the reason for your request. Please wait for return instructions before sending the item.
Nothing in this policy limits your statutory consumer rights. Those rights may still apply after the 07-day change-of-mind period has ended.
The original 7-day limit and automatic 20% deduction have been removed because they would restrict the usual UK online cancellation right. UK guidance permits a deduction for actual loss in value caused by excessive handling, but not a blanket restocking fee for exercising that right.