Refund Policy

REFUNDS

Customers must contact us via email at admin@fsexclusive.com within 3 days of receiving their order if they wish to return an item. Returns will be accepted within 7 days of receipt of the order. The customer will receive an email explaining the return process (we do not provide return labels). Returns outside of these time frames will not be accepted.

Please do not return items without first contacting us via email, as it may not be eligible for a refund.

Returned items must be unworn, unaltered and sent back in the original packaging with tags/labels included (if applicable). Any items returned to us in a damaged condition, without its original packaging/labels (if applicable), dirty/stained, tampered with, or with signs of wear/odour/perfume, will NOT be eligible for a full refund of the items value.

Once the return is received and inspected, a refund will be processed within 7-10 days. Please wait until after this time before inquiring about your refund.

You will only be refunded for the product price and please note that we are unable to refund any shipping fees.

If approved, the refund will be processed within 7-10 days of receipt of the item and credit will automatically be applied to the original method of payment. Please wait until 7-10 days have passed before contacting us to check if the return has been processed. We will send an email when the refund is processed. The time it takes for you to receive the funds after it is processed depends on your payment method. PayPal refunds will be made within approximately 3 working days. Please allow up to 7-10 working days for card payment refunds.

If an item has been reduced at the time of a refund/exchange compared to when purchased, the reduced value will be refunded. This applies for any discount codes as well. If an item is returned/exchanged when a discount code was used, you will be refunded for that value (excluding postage).

DEFECTIVE ITEMS

Defective items are those that have torn or big stains. Please be aware that the following reasons will not be considered defects:

1. Differences in color compared to product photos, specifically analogous colors like red, red-orange, and orange.
2. Slight variations in design such as print patterns or lace arrangements.
3. Slight size variations above or below 3cm on measurements.
4. Minor imperfections like loose threads or crease marks.
5. Damage caused by the customer, including cuts to the product.
6. Customers subjective opinions on product quality and preference, such as torn inner lining or ribbon loops.

To qualify for a refund due to a defect, the FS Exclusive team must verify proof of the defect.

EXCHANGE

To exchange an item, notify us via email within 3 days of receiving the item. We accept exchanges within 7 days of receiving the delivery. Requests made after this period will not be accepted. Shipping fees to send the replacement item are the responsibility of the customer.

Wait for our confirmation before returning the item. Exchanges are only allowed for items of the same or higher price, subject to stock availability. To be eligible for exchange, the item must be unused and have all tags and packaging intact.

Once we receive the original item, we will send the replacement, subject to stock availability. Include a prepaid shipping label for the replacement item or make arrangements for shipping through email correspondence.

As an alternative, you can place a new order for the desired item and return the original for a refund. The refund will be issued upon receiving and inspecting the returned item (item value only).

SALES/CLERANCE ITEMS

Sales/Clearance items are not eligible for refunds or exchanges, and we are not required to provide either if the returned item is a clearance item.

CANCELLATIONS

It is possible to cancel your order within 24 hours of making it, as long as it has not been prepared or shipped yet. To cancel, please send an email to admin@fsexclusive.com. If you attempt to cancel an order that has already been prepared or dispatched, the request will not be accepted.

SHIPPING

Customers are responsible for paying the cost of shipping for all returned items. They can choose any postal service they prefer, but it is recommended to check the cost of shipping in advance in case of a return.

Additionally, customers will need to pay an additional shipping fee for any exchanged items to be sent out.

It is important to note that we are not responsible for any incorrect address details provided by the customer or for parcels not being claimed by the buyer.

The customer is responsible for ensuring that the goods are appropriately packed to prevent damage during transit, as they remain the customers responsibility until they reach our warehouse.

We suggest that customers use a tracked service to be eligible for compensation in case the parcel is lost by the courier. We are not responsible for any lost parcels.

FAULTY/DAMAGED ITEMS

At FS Exclusive, we conduct regular quality checks to minimize the occurrence of faulty or damaged items. However, if you do receive damaged goods, please notify us immediately by sending an email to admin@fsexclusive.com, including pictures of the damage and your order number. Any items damaged during transit should be resolved with the respective carrier, such as Royal Mail.

Please note that the actual colour of a product may vary slightly due to individual monitor settings and picture quality enhancement. We do our best to accurately describe our items.

Occasionally, newly manufactured lace or embroidery work may have a slight odour, but this is not considered a fault. Simply airing the item for a while will resolve this issue. Similarly, loose threads or slight variations in embroidery designs or placement as a result of batch restocking are not considered faults.

Occasionally, labels may be removed if they are incorrect, but this is not a fault.

LATE/MISSING REFUNDS

If you do not receive your refund, please contact your bank or payment provider to find out how long it will take to process your refund.

If a number of business days have passed and you have not received your refund, please contact us at admin@fsexclusive.com with your order number.

If you have any other questions, please contact us via our contact us page or at admin@fsexclusive.com.