Returns

Isn’t it an amazing feeling when everything in your online order is a keeper?! Shopping online isn’t always easy, but we have implemented a couple of features to help you shop smarter to avoid the hassle of returns.

Size Quiz – each product has a size quiz which we update regularly to have the most accurate fit information. We have seen a big reduction in size-based returns for customers who use this tool, and the best thing is that once you have done the quiz the results are applied to every product page.

Live Chat – our agents are online throughout the day to assist you with any specific questions you have about our products. And most recently we have launched WhatsApp so you can send us messages at your own convenience. +44 20 3861 5959

Exchanges

We have recently launched exchanges in the UK so you are now able to return for an exchange, you can simply change the size or exchange for a different item. You can also return for a gift voucher and use this credit at your leisure. Currently this service is only available in the UK. We cover the return shipping costs when you opt for exchanges or return to gift card.

Return Policy

Our returns policy is 28 days from the date you receive the order. Please allow up to 14 days for us to process to be completed within our returns department from the date of delivery, you will be emailed once refunded. We accept items which are returned within receipt of the 28 day time frame providing 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 are included in the exclusion list (below), 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.

UK & EU returns

How to return your UK/EU order:

1. Visit our UK&EU returns portal here.
2. To start the process, enter your order number including the hashtag (#) to log in and start the step-by-step return process to begin.
3. UK return fee: The charge to return back to NFD in the UK is £3.99 with Royal Mail - Subject to your location in the UK and channel islands this cost may vary.
4. EU return fee: The charge to return back to NFD in the EU is £9.99 with UPS.
5. Follow the steps to get your label/QR code via email, then simply take this and your packaged return to the selected drop-off point.

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.

Please note:
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.

Our warehouse is a 3rd party logistics company and does not accept parcels to be dropped off in person.

International returns

How to return your international order:

1. Visit our Global-e international returns service page here.
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 return fee of £9.99 will be deducted from your order value.
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 via our returns portal link as stated above, if sent outside our portal 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.

Our returns policy is 28 days from the date you receive the order. 

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, Faulty T&Cs below; 

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/self postage

If you choose to return outside the NFD returns portal or via self-postage (your own shipping service) - 
we will be unable to provide any updates on the parcel's location or provide confirmation of receipt. 

We would always recommend retaining proof of return/tracking details, 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 to the postal company selected to return.