Returns & Refunds
Last updated: January 2026
Key Information
28 Working Days
Return window from delivery
Original Condition
Unopened & unused items
Full Refund
Within 5-10 working days
Our Returns Promise
At FifiLady, we want you to be completely satisfied with your purchase. If for any reason you're not happy with your order, we offer a hassle-free returns process.
Return Policy
You have 28 working days from the date of delivery to return items for a full refund or exchange. This is in addition to your statutory rights under the Consumer Rights Act 2015.
Conditions for Returns
To be eligible for a return, items must be:
- Unused, unopened, and in their original sealed packaging
- In the same condition as when you received them
- Accompanied by proof of purchase (order confirmation or receipt)
- Returned within 28 working days of delivery
Items That Cannot Be Returned
For hygiene and safety reasons, we cannot accept returns on:
- Opened or used products (including testers)
- Products with broken seals
- Personalised or customised items (unless faulty)
- Gift cards
- Items marked as "Final Sale" or "Non-Returnable"
How to Return an Item
Step-by-Step Process:
- Log in to your account and go to "Order History"
- Select the order containing the item(s) you wish to return
- Click "Request Return" and select the reason for your return
- Print the prepaid return label (for UK mainland addresses)
- Pack the item securely in its original packaging if possible
- Drop off at any Royal Mail or designated collection point
If you checked out as a guest, please contact our customer service team at returns@fifilady.com with your order number to initiate a return.
Refund Process
Once we receive and inspect your return, we will process your refund:
- Inspection: 1-2 working days after receipt
- Refund Processing: 3-5 working days
- Bank Processing: Additional 3-5 working days depending on your bank
Refunds will be credited to the original payment method used for the purchase.
Refund Options
- Original Payment Method: Full refund to your card or PayPal
- Store Credit: Receive 110% of your order value as store credit
- Exchange: Swap for a different product of equal or lesser value
Return Shipping
UK Mainland: We provide free returns via Royal Mail. Simply use the prepaid label included with your order or print one from your account.
Northern Ireland, Scottish Highlands & Islands: Returns are free, but please allow additional time for transit.
International Orders: Customers are responsible for return shipping costs. We recommend using a tracked service.
Faulty or Damaged Items
If you receive a faulty or damaged item, please contact us within 48 hours of delivery. We will arrange a free collection and send a replacement or full refund immediately.
Please provide:
- Your order number
- Photos of the damaged item and packaging
- Description of the fault or damage
Exchanges
Want to exchange for a different product? Simply return your item and place a new order. This ensures you receive your new item as quickly as possible.
Alternatively, select "Exchange" when requesting your return, and we'll process the swap once we receive your item.
Your Statutory Rights
This returns policy does not affect your statutory rights under the Consumer Rights Act 2015. You have the right to return goods within 14 days of delivery for any reason (cooling-off period) and receive a full refund.
Contact Us
If you have any questions about returns or need assistance:
- Email: returns@fifilady.com
- Phone: +44 20 1234 5678 (Mon-Fri, 9am-5pm GMT)
- Live Chat: Available on our website during business hours