Returns Policy

Overview

Our refund and returns policy operates for 14 days following your purchase, whether relating to goods purchased from our website, mail order or direct sales or items purchased from us personally at one of our Fair Events around the country. If 14 days have passed since your purchase – including the day of purchase – we cannot offer you a full refund or exchange.

If an item is purchased at one of our Fair Events where a commission is payable to the Fair Organiser for sales arising at the Fair, the amount of such commission will be deducted from any refund agreed. Please note however that it is our confirmed practice not to offer refunds for Fair Event purchases but instead to offer an exchange or a credit note if a suitable exchange item is not available.

To be eligible for a return, refund or exchange, your item must be unused, unworn and in the same new condition it was in when you purchased it. It must also be in the original packaging with all labels and markings properly in place. It must not be altered or damaged in any way from the manufacturer’s specifications. If any item cannot properly be re-sold as new, a return cannot be accepted.

In the first instance, you must email our online Customer Service Desk at customerservices@facetsfashion.com to notify us of your wishes and your reasons for wishing to return an item. If you have contacted us to cancel before delivery of your goods and your cancellation has been accepted, delivery usually cannot be stopped (except on occasions where cancellation takes place within 30 minutes of order). Goods must be returned to their original point of dispatch and while they are temporarily in your possession you must take proper and reasonable care of them.

For instructions on how to return an order, please see section 7 of our General Terms & Conditions and our Returns Policy below. You will be responsible for the cost of return by Royal Mail or other carrier returns in accordance with our Returns Policy.

Several types of goods are exempt from being returned, including items made specially for the buyer or goods that have been ordered from suppliers at the buyer’s request and that may be surplus to our regular stock requirement. Where an item may have been ordered from a supplier at the buyer’s request however and a return is exceptionally agreed, the buyer will be offered a credit note to be exchanged for a purchase from us at any time within the following 6 months, subject to any price variation/increase that may have been applied in the interim.

To complete your return, we require a receipt or proof of purchase showing date and price paid and we need to understand why a return is being requested

Please do not send your purchase back to the manufacturer. Please return it to Facets Fashion at the address advised when you notify us of your wish to return an item and your reason for doing so

There are certain situations where only partial refunds or credits may be considered:

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 15 days after delivery
  • Any item that was made or ordered from a supplier at the request of the buyer

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of a refund. At our discretion, we may offer instead a partial refund, an exchange (if other suitable items are in stock) or a credit note for the appropriate sum.

If a refund, exchange or credit is approved, then your refund will be processed. Where the purchase was made online from our website, a credit will automatically be applied to your credit card or original method of payment, within a number of days (this may vary depending on Bank or Paypal processes). Where the purchase was made via our card terminal at a Fair Event or by cash, cheque or bank transfer, we will credit your bank account directly with the agreed refund sum upon receiving your Bank transfer details.

Late or missing refunds

If you haven’t received a refund or partial refund within 15 days of approval, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of these things and you still have not received your refund, please contact us at our email address shown above.

Sale items

Only regular priced items may be refunded. Sale or discounted items cannot be refunded. At our discretion we may exceptionally offer a credit note for the sale price, to be applied to a future puchase within 6 months.

Exchanges

We only replace items if the original item is defective or damaged at the point of sale. All other exchanges are at our discretion. If you wish to exchange an item for a different size or colour of that item, please send us an email (as shown above). If an exchange item is available from stock, we will then provide an address for delivery of the item. Please note that any return postage is the responsibility of the person returning the item and all items being returned must be packaged securely to avoid damage in transit. Please note that any exchanged items cannot then be further exchanged, refunded or credited.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift credit note will be mailed or emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund or credit note to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to the address we provide to you.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the refund will be for the cost of the product only. The cost of any postage paid on purchase will not be refunded and any return shipping costs will be the responsibility of the buyer.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

Whatever the value of items being returned – but especially the more expensive items – we ask you please to use a trackable shipping service or to purchase shipping insurance. We cannot accept responsibility for any items that go missing or are damaged in transit and we cannot guarantee that we will receive your returned item of you do not send your returned item securely.

Whilst the goods are in your possession you must take proper and reasonable care of them and not use them.

We cannot refund your purchase when:

  • You return your product without proof of purchase; or
  • The seal has been broken; or
  • The product or packaging is damaged; or
  • The product has been used or cannot be sold as new; or
  • The goods were a special order to your specification or an order from a supplier that exceeded our own stock requirement or goods that have been personalised

IMPORTANT NOTICE:  Where your order relates to products involving technical or electronic accessories – [eg heated garments] and the product is sealed either with an adhesive security seal or pre-wrapped in a clear security film, the purchase cannot be exchanged or returned where the security seal or security film has been broken, damaged, removed or otherwise tampered with.  Please ensure that the product is returned with the security seals or security film intact.

THIS RETURNS POLICY IS SUBJECT TO OUR TERMS & CONDITIONS AND DOES NOT AFFECT YOUR LEGAL RIGHTS

Need help?

Contact us at customerservices@facetsfashion.com for questions related to refunds and returns.