Returns
If you are not fully satisfied with the item(s) you have received, you may return the item(s) to us within 28 days of receipt, provided they are in original condition with tags intact.
Once your items are returned, you will be entitled to receive a refund. For item(s) returned after this time, we reserve the right to return the item(s) to you.
We are not able to refund items that appear to have been worn, washed, are not in original condition, or have their security tag removed. Every aspect of the garment must be free from signs of wear and odour.
How to return
Our returns policy is 28 days from the date you receive the order.
Please allow up to 14 days for a refund to be completed within our returns department, you will be emailed once refunded.
UK returns
How to return your UK order:
1. Visit our UK returns portal here.
2. To start the process, enter your order number and either postcode/email to bring up your order details for the step by step return process to begin.
3. The charge to return back to NFD in the UK is £3.99 via the carrier options provided. This return can be made with Royal mail or Inpost.
4. Follow the steps to get your QR code via email, then simply take this and your packaged return to the selected drop off point. The QR code provided will then be scanned and a returns label will be printed for you.
Please repack the item as securely as possible including the invoice/returns form inside, if you need a new one please contact our customer support. We advise not to combine multiple parcels in one return package as this can affect the return process - each return will need to be logged on the portal as individual orders.
Please note - Our warehouse is a 3rd party logistics company and do not accept parcels to be dropped off in person.
International returns
Click here >> to use our fully tracked international returns service.
How to return your international order:
1. Visit our Global-e international returns service page.
2. Enter your Interntional order number (beginning "GE") and the email address you used with your order.
3. Once on the portal, please select DHL express to return. The charge to return via our DHL express service is £9.99.
4. Confirm your details and follow the instructions.
5. Check your inbox and follow the instructions emailed to you.
Please repack the item as securely as possible including the invoice/returns form inside, if you need a new one please contact our customer support.
We advise not to combine multiple parcels in one return package as this can affect the return process - each return will need to be logged on the portal as individual orders.
Changed your mind? Your right to cancel
We understand that you may change your mind about something you have bought on our online store.
Unfortunately, due to our processes we are unable to intercept and cancel orders that have just been placed. We recommend that if you have placed an order you no longer require, simply reject the delivery and the items will be returned to us and your order will be refunded in full (unless you chose Special Delivery at which point Standard Delivery cost will apply).
You have the right to cancel within 14 days of placing your order if you simply change your mind. We can offer a refund and request that you return the item(s) unused and with the security tags intact. Please ensure all returned packages are sent with a trackable, insured service that provide you with a proof of postage, as we cannot take responsibility for items damaged or lost in transit. We aim to process your refund within 14 days of your item(s) being received by us.
Where items are returned to us outside of this time period we reserve the right to issue a credit note or to return the item(s) to you.
Please also see the Exclusions, Refunds, and How to Return sections below.
Exchanges
Unfortunately, we do not accept exchanges.
Exclusions
Unfortunately, we cannot accept returns for the following items:
Gift cards.
Items that have had their security tags removed.
Products purchased at any of our “pop-up” events.
Items purchased through a third-party reseller, for example, ASOS.
Wall art prints are non-returnable as they are made to order
Hygiene and our customers’ safety is super important, so certain items can’t be returned for refunds including:
Face + Body products if opened, used or protective seal is not intact
Underwear if the hygiene seal is not intact or any labels have been broken
Swimwear if the hygiene seal is not intact or any labels have been broken
Pierced jewellery if the seal has been tampered with or is broken.
Face coverings if the seal has been tampered with or is broken.
Undeliverable items
If items are undeliverable to you by the courier/postal service, these orders will be held for a defined period of time (varies per company) for you to collect. If uncollected items exceed this limit, they will be returned to us as the sender. All items will be automatically refunded and returned to stock. You will be notified via email of the refund once processed.
Refunds
We are not obliged to provide you a refund until we receive the product(s) back from you or we receive evidence (such as proof of postage) from you that you have sent the item(s) back to us. We strongly recommend that you send the products using a secure or trackable method - e.g. Recorded/Special Delivery - and that you retain your proof of postage.
We reserve the right to reject any return sent beyond the 28 day return period.
If the item is rejected your item(s) will be returned to you along with a letter outlining the reason(s).
If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment within approximately two days of being processed. Depending on your bank, it may take up to two billing cycles for the credit to appear on your credit card statement.
Faulty items will be refunded in full, including delivery charges where you have paid for the service or where an “Express”-type service has been selected as per your requirements, in which case the standard cost of delivery will apply.
Please also see the Exclusions and How to Return sections below.
Returning a gift
Please contact us via love@neverfullydressed.com, making sure you provide us with the Order Number beginning # so that we can confirm the purchase details.
The amount paid for the item will be sent as a physical gift card to the delivery address as indicated on the original order.
If you would prefer that the sender’s account is credited for the gift please indicate this in your e-mail and along with your returned item(s).
Please also see the Exclusions and How to Return sections below.
Faulty items
Please contact us via email love@neverfullydressed.com providing your Order Number (begins #), with as much information as you can regarding the fault.
We will require images where possible to enable us to advise you quickly and correctly the best method for resolution. We will contact you in writing to confirm the next actionable steps within 2 working days.
Customers are entitled to a full refund up to 30 days after receiving the goods if they arrive or develop a manufactoring fault. Outside this timeframe our customer support will advise further on the available options.
Please note that we are unable to send replacements for faulty items. Delivery costs will also be refunded where you have paid for the service or where an “Express”-type service has been selected as per your requirements in which case the standard cost of delivery will apply.
Any item(s) where a fault has been caused due to customers negligence, such as, but not limited to, pulls from wear or not following the care instructions, we will not be held responsible. Only manufacturing faults will be considered.
Purchases made in store
Items can be returned (within 14 days of purchase) for exchange or credit note valid for three (3) months.
We do not refund items purchased in-store unless the item is faulty. Faulty items can be fully refunded within 30 days.
Our store can be contacted Monday through Saturday 10am to 5pm on 07504 847238.
Returns made outside the NFD return portal
If you choose to return outside the NFD returns portal, we will be unable to provide any update on the parcels location or confirmation of receipt.
We would always recommend to retain proof of return and if you contact customer services you may be asked to share this.
If the parcel sent outside the portal is to go missing/get tampered with/become damaged in transit back to us -
we would be unable to support or issue a refund for these missing goods.
A claim would need to be submitted directly with the postal company selected to return.