New Returns Portal
Click here to enter our new returns portal.
Cancellation, returns and refunds
We want you to be satisfied with your purchase and fully support your rights to a solution if you are not happy.
You have certain rights under the law. These include:
· that any products supplied by us will be of satisfactory quality, fit for their intended purpose, and will conform to any description given on this Website;
· certain remedies if a product is defective; and
· a right to cancel your order within 7 days, beginning the day after the day on which You receive the product, and to receive a full refund, even if the product is not defective. This right is subject to certain conditions and exceptions (see "Return of non-faulty goods" below).
Return of non-faulty goods
We hope you will be happy with your purchase from us. If not, you have the right to return the product to us and receive a full refund provided:
· you notify us in writing to firstname.lastname@example.org that you are cancelling your purchase no later than the 7th day after the day on which you received your product. You can now login to your account to start the returns process here
Where click & collect is selected, the day you are notified of collection is considered the 1st day;
· you have taken excellent care of the product prior to return - in particular this means they must not have been worn or damaged and must have the tags still attached;
· you may give us notice of cancellation by any written means (including email or letter), but it will speed up the process for you and us if you contact us by email at email@example.com. You may also write to us. Please see the About Us section for our postal address
· you will be responsible for the cost of returning the product to us.
· We only refund the cost of goods, not the shipping cost in the initial order.
- Sale goods can only be exchanged for store credit. Sale goods are considered anything that has been discounted from full price.
- Archive sale goods are non refundable or exchangebale. All sales in this Collection are final. Archive sale goods are discontinued items from previou seasons collections.
Please return the Product in suitable packaging to ensure it reaches us in a sellable condition.
We will refund the purchase price of any goods returned no later than 14 days from the day when you give us notice of cancellation. Any returns that arrive after 14 days will receive store credit only.
Please note that if you fail to take reasonable care of returned products, or fail to return the product to us, we will be entitled to make a claim against you for any losses which we suffer.
We no longer do exchanges. A new order will need to be placed for the required new item(s).
Our returns address may different to that of our shipping address, therefore you must accept your parcel before applying for your refund. No refunds will be issued until we receive your order to our returns address :
8 The Fernery,
Vallee Des Vaux,
Replacements or substitutions
We cannot guarantee that any styles, like for like or varying in size or colour or alternative styles will be in stock at the point of return and we will therefore, by default, issue a refund provided you meet the conditions of cancellation above.
Made to Order Products
We do not offer any refunds or exchanges on our made to order products including shoes & bags. All sales are final.
Dispatch of these items will be 2 weeks after ordering (if not before) and will follow International Shipping times of around 7-10 working days unless otherwise specified.
Please send all returns to the following address :
8 THE FERNERY
VALLEE DES VAUX