This policy (together with our Terms and Conditions of Supply and any other documents referred to in it) sets out the basis on which you are entitled to cancel and return any products purchased through the 'Fashion Concierge 24/7' app (our App). By signing up to use our App you are accepting and consenting to the practices described in this policy.
As set out in our Terms and Conditions of Supply, when you purchase products using our App, you are purchasing them from the third party retailers (Partner(s)) named on our App. It is important that you understand that the contract for the purchase of the products is between you and the relevant Partner. We are acting as agent on behalf of the Partners, which are the principals. You are not purchasing the products from us. We are authorised by the relevant Partners to conclude the contract on their behalf but we are not a party to that contract and you are not purchasing the products from us.
As you purchase products from one of our Partners, your right to return or exchange such Products will be subject to the relevant Partners' refund and returns policy, which shall be provided to you at checkout before you place your order. We are not required to refund or return any payment made by you for the products if the relevant Partner(s) do not accept or offer such a refund or return. These terms do not affect your statutory rights.
Returned items must comply with the below, as a minimum:
Please take care when trying on any products purchased through our App and return them in the same condition you received them. Any returns that do not meet our Partner(s)' returns and refunds policy will not be accepted.
We are pleased to offer a free returns collection service to all customers for any purchases that meet both our, and our Partner(s)', returns policy.
Your returned item must be sent off to our Partner(s)' boutique or brand it was ordered from without undue delay, and in any event, no later than 14 days after you tell us that you wish to end the contract. Please be aware that you must inform us that you wish to cancel the contract and/or return products within 14 days of you receiving them, as set out below under the heading 'Cancelling an order' We recommend that you book your return pick-up within 7 days of informing us that you wish to end the contract to ensure that it arrives at the relevant Partner(s)' location within 14 days.
To book a free returns pick-up:
We will send you a collection confirmation email with all the details you'll need to complete the return.
If you are returning items to multiple Partners, please request a separate collection for each one under 'My Orders & Returns'.
Please note: We can only offer a free returns pick up from the same country your order was delivered to.
What happens next?
Prepare your package with the returns documents enclosed in your order. Here's how:
Cancelling an order
Depending on where you live, you can also choose to cancel your order under the CCRs (Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013). This right to cancel and/or return applies from the date that an order is accepted by the relevant Partner, and ends 14 days after the day on which you receive the products. If you choose this option we will refund you the full price for any returned item that meets our, and our Partner(s)', refund and returns policies. As stated above, we are not required to refund or return any payment made by you for the products if the relevant Partner(s) do not accept or offer such a refund or return.
We will pay the cost of returns if the products purchased are faulty or mis-described, or if you are ending the contract because we told you of an upcoming change to these terms, an error in the pricing or description, a delay in the delivery due to events outside our control or because you have a legal right to do so as a result of something we have, and/or our Partner(s) have, done wrong. We will also pay the cost of returns in all other circumstances (including where you are a consumer exercising your right to change your mind), provided that you use the returns process within our App, further described above.
Please view our Terms & Conditions of Supply for further information on cancelling an order under the CCRs or contact our Customer Service Advisors for assistance.
Once your return has been received and accepted by our Partner, your refund will be completed via the original payment method, excluding the delivery costs. We'll keep you updated every step of the way. You can follow the return of your package with our carrier using the tracking number on your Returns Label, or you can check the status in My Account under 'Orders & Returns'.
If you choose, we can issue your refund as Fashion Concierge UK Limited credit; the amount will effortlessly apply at checkout the next time you shop with us.
Faulty items
It is our aim that every item arrives in great condition and we hope you're always thrilled with your purchase. If you receive an item in a flawed or damaged condition, or if it doesn't quite match the description on site, please advise our Customer Service team as soon as possible through the instant messaging function within our App or via email to support.fc@fashion-concierge.com. Where possible we will arrange for a new replacement to be sent to you or a return for a full refund of the defective item.
Vintage and customised items
Pre-worn goods sold via our App have, depending on the Partner from which the product is purchase, undergone rigorous inspection prior to sale to guarantee their quality, precision and authenticity. As such, these valuable and timeless pieces should be treated with great care as with new items, and returned in the same condition in which they were received.
If any of your products arrive in a flawed or faulty condition, or without brand and/or designer tags attached, please contact Customer Service for assistance with your return via the instant messaging function within our App, or alternatively via email to support.fc@fashion-concierge.com.
Due to the nature of personalised and monogrammed items, returns, changes or cancellations are only possible at our, and/or the relevant Partner(s)' discretion, unless the customised items were damaged or faulty when delivered to you.
For any return or cancellation requests, we reserve the right to offer a store credit for the relevant Partner rather than a monetary refund, on a case by case basis. Store credit is valid for 6 months from the date of issue. This does not affect your statutory rights.
Please keep in mind that although customised items have an approximate 4-6 week lead time before they are ready to be shipped to you, payment will be taken shortly after you submit your order.