Returns

RETURNS POLICY

We hope you'll be satisfied with all our products but in the unlikely event you're not, you can return the item to us if it's in the same condition you received it for an exchange or refund, within our returns period shown below.

Returning items

You can return most items, with some exceptions (see Items that can’t be returned) for any reason.

Your return needs to get back to us in VA within 38 days of you receiving your order if your order was shipped to the US.

Please allow enough postage time for your return to get back to us in VA. During peak times returns may take a bit longer to reach us, but if so the returns period on your order will be adjusted accordingly.

We'll always make allowances for disruption to postal services and airlines which might affect your return getting back to us, but if you think your return may be late for any other reason outside your control, please contact us as soon as possible. Otherwise late returns will be credited via an e-gift card to the value of the return, which will be valid for 12 months.

Please take care of the items. We reserve the right to reduce the refund amount if the value of the items is reduced by your actions.

If you return all the items in an order, we’ll refund the cost of the returned items plus the delivery charge (excluding any additional charges for tracked or express shipping).

Christmas returns

For items bought from 17th October 2016, the returns period is extended up to 23rd January 2017.

Items that can’t be returned

Most items you buy can be returned for a refund or exchange if you change your mind, with the following exceptions:

  • Gift cards are non-returnable and cannot be refunded.
  • Some items we sell are excluded from our returns policy for hygiene reasons - if this applies it will be clearly stated on the product page, before you purchase, that the item is non-returnable.
  • The cost of any gift boxes won't be refunded if the items are returned. Any replacement items you ask for also won't be gift boxed, so if you chose a gift box with your original order you may want to keep this.
  • Delivery charges won't be refunded unless the goods were faulty. However, if you've asked for replacements then you won't be charged again for shipping when we send those.
  • Hosiery, body care/beauty products & candles cannot be returned once opened.

Please ensure you take reasonable care of any items you're returning, as we may not be able to give you a full refund if the value of an item is diminished by something you've done (e.g. wear, marks, etc). When trying on items please avoid make up or lotions coming into contact with them. Please also make sure that bottoms are tried on over your own underwear, as we may refuse returns where it's obvious this hasn't been done.

Your statutory rights are unaffected.

Faulty goods

If anything you order from us fails prematurely due to defective workmanship or materials, we would be happy to offer a full or partial refund, repair or replacement as appropriate in the circumstances. Please contact us to arrange return of faulty items

Please refer to our product care guides to maximise the life of your purchase.

Returning items received as a gift

Items received as a gift can be returned, however refunds can only be sent to the original payment card. Please be aware that the person who bought the items will automatically get an email about any returns, refunds or replacements.

If you'd like replacement items costing more than the returned items, please make sure you have the cardholder's permission before requesting these from us. Alternatively, you can pay any difference with your own card - just add a note on your return form that you'd like to do this. However, we advise that you do not write payment information on the return form as it's not secure. Once we've confirmed receipt of your return, please contact us with your card details for the extra payment.

HOW TO RETURN

Please check that any items you're returning meet our returns policy. If your item was shipped to the UK, your return needs to reach us within 28 days of receipt. If your item was shipped to outside of the UK, your return needs to reach us within 38 days of receipt.

There's no need to let us know in advance that you're returning something. Just complete the form that came with your order and enclose it with your returned items. If you are missing this form, please enclose a note with the return showing the following information:

  • order/shipment number (if known)
  • your name and address (or the person that ordered the goods, if not you)
  • contact phone or email
  • return reason for each item
  • details of refund or replacement required for each item

It's best if you can re-use the packaging we shipped the goods in, but if that's not possible then please use any suitable packaging that will sufficiently protect the items in transit. Please make sure you cover up the original delivery address, so that the parcel doesn't mistakenly get delivered back to you.

We recommend that you get proof of postage of your return and keep this until you've received your refund or replacement.

We will send you an email to let you know once your return has arrived, and it will then be processed as per your instructions.

US Returns*

Complete the returns form that came with your order and put this in with your returned items. Use the address label on the back of the form to mail your return. You'll need to pay return postage to VA. We recommend that you send your return using a tracked service and keep your tracking receipt until we've confirmed receipt, so that you can make a claim with the carrier in case it doesn't reach us. 

If you no longer have the returns label that was supplied with your order, please address the package to:

Figleaves
c/o MIQ Logistics
44600 Guilford Drive, Suite 170
Ashburn
VA 20147
USA

Once your return reaches VA, it will get forwarded to us in the UK. It does take a bit longer this way, but saves you the cost of international postage. Please allow 10 days after your return has been delivered in VA for it to get back to our UK warehouse for processing.

You'll get an email to let you know once your package has arrived in the UK*. Your return will then be processed according to your instructions.

* Please also allow for any adverse conditions which might affect goods coming back to the UK, such as extreme weather, disruption to postal services/airlines, or delays in return consignments clearing UK Customs. Although there's nothing we can do to control or influence the speed of customs clearance, we'll have a record of which orders are involved in each consignment, and will make allowances if a delay at customs causes your return to reach us outside the normal returns period.

International Returns*

Complete the returns form that came with your order and put this in with your returned items. Use the address label on the back of the form to mail your return. You will need to pay return postage for all international returns. We suggest you send it via an insured, traceable method and keep your shipping paperwork so that you can make a claim with the carrier if it gets lost.
You'll get an email to let you know once your package has arrived in the UK*. Your return will then be processed according to your instructions.

If you no longer have the label, please send your return to the following address:
Figleaves
Customer Operations (Returns)
Unit B, Homefield Road
Haverhill
CB9 8QP
UK

*Please allow for any adverse conditions which might affect goods coming back to the UK, such as extreme weather, disruption to postal services/airlines, or delays in return consignments clearing UK Customs. Although there's nothing we can do to control or influence the speed of customs clearance, we'll have a record of which orders are involved in each consignment and will make allowances if a delay at customs causes your return to reach us outside the normal returns period.

RETURNING GOODS ON WHICH DUTY HAS BEEN PAID

Please clearly mark your return parcel as 'Returned Goods'. If this isn't done and Figleaves incur any incoming customs charges as a result, then unfortunately these charges will need to be passed on to you.

If you've paid import duty for items bought which you then return to us, it should be possible for you to claim a refund of duties from your local customs authority. To do this, you'll need to show them proof of duty paid and proof of re-export (e.g. your certificate of return posting) when claiming your refund.

For any questions about duty payable or refundable, please contact your local customs authority direct.

PROCESSING RETURNS

We'll send emails to keep you updated on the status of your return. These will be automatically sent to the email address on the order when it was placed (even if you subsequently change the email on your account).

Once we've got your return we'll process it as quickly as possible, but please allow up to seven days from when we received it for this to be done.

If no return instructions are enclosed, we'll refund you for the returned items.

Please allow for anything which might affect your return getting back to us, e.g. extreme weather or disruption to postal services/airlines.

REFUNDS

Refunds will be credited back to the card used to pay for the order.

If your card has expired, you'll need to give us the new expiry date before a refund can be processed.

We'll send an email to let you know once your refund has been submitted. Please then allow up to a further five working days for your card issuer to process the credit to your account (unfortunately this delay is outside our control).

Please note delivery charges won't be refunded unless the goods were faulty.

EXCHANGES

Please allow up to seven days after we confirm receipt of your return for it to be processed. Unfortunately we can't guarantee that replacement items requested on your return form will still be available by the time the return is processed, so if a replacement you want is in the Sale, or low on stock, you might want to order this separately to avoid disappointment.

Replacement items will be automatically sent using free standard shipping. If you'd like them sent express (for countries where this option is available) please request this with your return. The difference between standard and express delivery costs will then be charged to your card.

If you ask for replacements of a higher value than what you've returned, the difference will be charged to the card used to pay for the original order unless you request otherwise.

On orders paid for with only a gift card, we can only process replacements of a higher value if there's enough balance left on the gift card. If there isn't then we'll refund you for the returned items instead. Once a refund has gone back to the gift card, you can then use the balance on a new order.