Refund policy

We hope you are happy with your order. This policy explains your right to cancel, our extended return window, and the process for faulty or incorrect goods. Nothing in this policy limits your statutory consumer rights.

Your right to cancel (14 days)

If you are a UK consumer, you have the right to cancel your order without giving a reason within 14 days beginning the day after you (or someone you nominate) receives the goods, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. After telling us you wish to cancel, you then have a further 14 days to return the goods.

If you are an EU consumer, you have the equivalent right to cancel your order without giving a reason within 14 days beginning the day after you (or someone you nominate) receives the goods, under the EU Consumer Rights Directive (2011/83/EU) as implemented in your country of residence. After telling us you wish to cancel, you then have a further 14 days to return the goods.

No fee applies during this 14-day period, for any customer, anywhere. You will receive a full refund of the price paid and the cost of our least expensive standard delivery option, once we receive the goods or you provide evidence that you've returned them.

To cancel, email info@fashion-boutique-london.com. You can use the following wording, but you do not have to:

I give notice that I cancel my contract for the following goods: [items]. Ordered on: [date]. Received on: [date]. Order number: [number]. Name: [name]. Address: [address]. Date: [date].

Extended 30-day return window (days 15–30)

Beyond your statutory 14-day cancellation right, we also accept change-of-mind returns up to 30 days after delivery, for every customer, wherever you're located.

Returns requested within this extended window (from day 15 up to day 30 after delivery) are subject to a flat return processing fee of £19.99, deducted from your refund. This fee reflects the cost of processing a return outside the period required by law and does not apply to any return made within your first 14 days, or to any faulty, damaged, incorrect, or misdescribed item at any time.

To qualify for a return under this extended window, the item must be in the same condition in which it was received, unworn or unused where applicable, with tags attached and in its original packaging where reasonably possible. You will need your order number or other proof of purchase.

How to request a return

Email info@fashion-boutique-london.com before sending an item. Include your order number and the item you want to return. We will provide the correct return address and instructions. Returns sent without contacting us first may be delayed or sent to the wrong location.

Faulty, damaged, incorrect, or misdescribed goods

If an item is faulty, damaged, incorrect, or not as described, contact us before returning it — this applies regardless of how much time has passed since delivery. No return processing fee ever applies in these cases, and where required by law we will cover reasonable return costs or provide another suitable return method. Your rights under the Consumer Rights Act 2015 (or the equivalent consumer protection law in your country) are not restricted by our returns policy.

Include your order number and, where useful, photographs showing the issue.

Cancelling before dispatch

Contact us as soon as possible if you want to cancel or change an order. We will try to stop it before dispatch. If dispatch cannot be stopped, you can use the applicable returns process after delivery.

Items that cannot be returned for change of mind

Legal exceptions may apply to personalised or custom-made goods, sealed goods that are not suitable for return for health-protection or hygiene reasons after the seal has been broken, and other items excluded by applicable law. Gift cards and opened personal-care products may also be excluded where legally permitted. These exclusions do not remove your rights if an item is faulty, damaged, incorrect, or not as described.

Exchanges

We do not currently offer direct exchanges. If you need a different size, colour, or product, request a return and place a new order.

Refunds

Approved refunds are made to the original payment method unless you expressly agree otherwise.

For a valid 14-day cancellation, we will refund the price paid and the cost of our least expensive standard delivery option. For extended-window returns (days 15–30), we will refund the price paid, less the £19.99 return processing fee described above.

We may withhold the refund until we receive the goods or you provide evidence that you returned them. The refund will be made without undue delay and no later than 14 days after that point. We may reduce the refund if handling beyond what would reasonably be allowed in a shop has reduced the item's value.

Your bank or payment provider may take additional time to display the refund after we issue it.

Contact

For return or refund questions, email info@fashion-boutique-london.com.