Refund policy

Returns and Refunds Policy

At Feminoir, we want you to feel confident and excited about your purchase. If something doesn't meet your expectations, you can return eligible items within 30 days of delivery for a refund. We process returns efficiently while keeping things fair for everyone.

Return Eligibility

Time Limit: 30 calendar days from delivery date

Condition Requirements:

  • Items must be unworn, unwashed, and in original condition with all tags attached
  • Items must be returned in their original packaging with all accessories included
  • Swimwear, lingerie, and intimate apparel must have hygiene stickers intact
  • Personalized, custom-made, or final sale items (noted on the product page) cannot be returned unless faulty
  • Items showing signs of wear, damage, or alteration will be refused and returned to you at your expense

Return Process

Step 1: Contact Us

  • Email hello@feminoir.com within 30 days of delivery to request return authorization
  • Include your order number, item(s) to return, and reason for return
  • For faulty items, include clear photos showing the issue

Step 2: Authorization

  • Receive your return authorization number (required for processing)
  • Returns without authorization numbers cannot be processed
  • Authorization is valid for 14 days from issue date

Step 3: Package & Ship

  • Package items securely with the authorization number clearly visible
  • Include all original packaging, tags, and accessories
  • Ship to our designated facility (address provided with authorization)
  • You are responsible for return shipping costs and insurance until items reach us
  • We recommend tracked shipping to avoid loss - we cannot refund lost returns

Step 4: Processing

  • Inspection time: 3-5 business days after we receive your return
  • Refund processing: 5-10 business days after successful inspection
  • You'll receive email confirmation at each stage

Return Shipping Costs

Customer Responsibility (Change of mind/Wrong size):

  • Customer covers return shipping costs
  • Use tracked shipping service for security
  • Typical cost: £3-8 depending on service chosen

Our Responsibility (Faulty/Incorrect items):

  • We provide a prepaid return label
  • Full refund including original shipping costs
  • Contact hello@feminoir.com within 48 hours of delivery with photos

Refund Methods

Standard Refund

  • Amount: Full purchase price minus return shipping (if applicable)
  • Method: Refunded to your original payment method
  • Time: 7-14 business days after processing (may vary by bank/card provider)

Store Credit Option

  • Available upon request with bonus value
  • Contact hello@feminoir.com for current bonus rates
  • No expiry date on store credit
  • Can be combined with discount codes

Non-Returnable Items

Hygiene Items:

  • Earrings (for health and safety reasons)
  • Intimate apparel with broken hygiene seals
  • Swimwear with damaged or removed hygiene protection

Special Items:

  • Personalized or custom-made products
  • Items marked as "Final Sale" on product pages
  • Gift cards and store credit
  • Items damaged by misuse or normal wear

Damaged Returns:

  • Items returned outside the 30-day window
  • Items without tags or in used condition
  • Items damaged during return shipping (without insurance)

Faulty or Incorrect Items

Our Promise:

  • Full refund including all shipping costs, OR
  • Free replacement with expedited delivery
  • Extended return window if needed for resolution

Process:

  1. Contact hello@feminoir.com within 48 hours of delivery
  2. Provide order number and clear photos of the issue
  3. Receive immediate response with resolution options
  4. Get prepaid return label or keep item with partial refund (as applicable)

Exchanges

Size Exchanges:

  • Follow standard return process for refund
  • Place new order in preferred size
  • This ensures you get the current price and availability

Colour/Style Changes:

  • Treated as standard returns
  • Return original item and place new order

International Returns

Currently, we only ship within the UK, but if you move abroad after purchase:

  • 30-day return policy still applies
  • You're responsible for return shipping costs and customs
  • Contact hello@feminoir.com for specific instructions

Partial Refunds

In some cases, partial refunds may be offered for:

  • Items with minor defects that don't affect function
  • Items returned with missing accessories (refund minus replacement cost)
  • Late returns approved on case-by-case basis

Contact & Support

Returns Email: hello@feminoir.com
Response Time: Within 24 hours (business days)
Phone Support: Available during business hours via live chat on website

Include in your return email:

  • Order number
  • Item(s) to return and reason
  • Photos (if faulty/damaged)
  • Preferred resolution (refund/exchange)

Your Consumer Rights

This policy doesn't affect your statutory rights under UK consumer law. You may have additional rights under the Consumer Rights Act 2015, including:

  • Right to reject faulty goods within 30 days
  • Right to repair or replacement for faulty items
  • Right to partial refund for minor faults

We handle all returns with care to make the process as smooth as possible. Shop with confidence – we're here to ensure you love your Feminoir pieces!

This policy is subject to change. Last updated: [26/08/2025]