Returns FAQs

Need help returning an item? You're in the right place!

Returning an item doesn't have to be stressful. It's easy to send back any items that you just aren't feeling.

See our Returns page for our 5 Step Returns Recipe.

Returns Cheatsheet: First things first, you'll need to Create A Return with Royal Mail. Tick the items you want to return. Then, tell us why you’re returning it using the reason code options (was the sizing off, the fit not a vibe, or just not what you thought?). Send off your item using the instructions in our 5 Step Returns Recipe, and hang tight for 14 working days for us to receive your item(s).

What's Your Return Policy?

- Don't leave us hanging! Items must be returned within 14 days of receipt. Need to check your receipt date? Your courier service will be able to help you out with this one.

- Items may be tried on, but not worn. Only head out in your haul if you know you're keeping it.

- Keep it clean, however, your items must not be washed under any circumstances.

- Careful, girlie! Please ensure that you are careful when trying on items, as items with false tan, make-up or any other stains will not be accepted.

- Bodysuits, beauty products, cosmetics, nail polish and pierced jewellery cannot be returned for health and hygiene reasons, so only try them on if you love them.

- Underwear and swimwear can only be returned if the hygiene seal has not been removed.

- Hold your heels! Shoes must be tried on indoors only.

- Items must have all tags attached, so if your item is not ticking all of your boxes, keep that tag intact.

- UK customers can use our prepaid returns label. £3.50 will be deducted for UK customers, however you must obtain proof of postage just in case your order is lost on its way back to Femme Luxe. Hey, these things happen!

The Legal Stuff

- We reserve the right not to refund you for missing orders if we have proof of delivery i.e GPS tracking, customers signature or photographic evidence of safe place.

- We reserve the right not to refund you if you've lost your postage tracking receipt.

- We reserve the right not to refund you if your return gets lost in transit when returning without using one of our Royal Mail returns labels or Inpost.

- Please note replacement orders are non-returnable and non-refundable.

What Do I Do If My Product Is Faulty?!

Received a faulty item? Our bad. We apologise for any inconvenience and are absolutely happy to refund any genuinely faulty items. If something with your item just isn't quite right, please return it to us within 14 days of receipt. Drop our Customer Service team a message prior to returning by contacting them on care@femmeluxe.co.uk. Our team will get back to you as soon as possible to set things right.

How Long 'Til My Return Hits?

We love to keep things quick and always aim to process your return ASAP, however, if things are a little crazy for us, this could take up to 21 working days for the return to be processed and 7 days for the funds to hit your bank. If you haven't heard from us within 28 working days of returning the item(s), please reach out with proof of postage and your return courier receipt. Had a refund refused? You have 14 days to request to have them sent back.

What Is The Refund Policy For Initial Postage Costs?

Returned your order within the allocated time? Go you. To say thanks, we'll give you a refund for the items you bought and the standard delivery fee that you paid. Unfortunately, we can't provide extra compensation for next day, premium, Saturday, or Sunday delivery and will only refund the standard delivery fee. Returned some items, but kept others? You might not receive a refund for the delivery fee. Keep an eye on your account, as the refund might come in two parts-one for the items' cost and another for the standard delivery charge.

How Can I Track The Status Of My Return?

We're cool with you keeping tabs on us! As soon as we have processed your refund, you will receive an email notifying you. Please note that it can take 3-5 working days for the payment to show in your account, depending on the card issuer.

What's The Deal With International Returns?

Want to return something from overseas? If you're an international customer, don't worry, returning your item is just as easy!

If you'd like to return an item(s) to us from outside the UK:

  • If in doubt, check it out. Please start by checking your country's import charges and taxes before placing your order. International orders could come with importation duty costs that are out of our control. These vary from country to country, so research your territory's costs.
  • Make sure that you've filled in the reason for your return and added this into your parcel.
  • Don't forget to keep tabs on your delivery - send your return with tracked delivery to make sure it doesn't get lost.
  • Don't call us, we'll call you! You'll receive an email from us once your return has landed at our HQ. We do not cover postage costs, so please take note of this.
  • Keep those receipts, girl. Make sure that you obtain proof of postage just in case your return is accidentally lost in transit.

Can I Exchange My Item(s)?

Sorry to break it to you, but we are currently unable to process exchanges. As a high traffic website with frequent sell-out across our styles, items go out of stock very quickly. To avoid disappointment, you can return your item to us and place a new order with a fresh item. We suggest doing this ASAP to prevent FOMO and out of stock items. To return an item, simply follow our 5 Step Return Recipe on the Returns Overview page.

The Consumer Contracts Regulations

Good news - If you’re a customer in the EEA, you get 14 days to cancel your contract with us. This two week period starts from the day after you receive your order (or from the day after you receive the last item of your order). You’ll need to write to us with notice of your cancellation.

There are a couple of other ways to cancel your contract with us:

Email Us: care@femmeluxe.co.uk

Write To Us Via Post: Femme Luxe, 147 Dickenson Road, Manchester, M14 5HZ

If you’re cancelling your contract with us but have already received your order, you’ll need to return the item(s) to us using the steps listed on this page.

You will then receive a refund as per the policy above.

For hygiene reasons, pierced jewellery is non-refundable, in addition to the other items outlined in our returns policy. Please ensure that lingerie and swimwear items are tried on over your own underwear. In the interest of hygiene, please do not remove the seal. If this is the case, then we can rationally decline your refund.