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FAQs

RETURNS AND EXCHANGES

1. What is your return policy?

Purchases may be returned within 15 days after delivery on the grounds that they meet the following criteria:

Items are:

  • Unworn,
  • Unwashed, and in saleable condition
  • Garment kimble still attached*

Please note that all items must be returned in their original packaging with all tags* and labels still attached.

All our products contain a kimble that must remain on the garment if you wish to return any of your items for a refund or exchange. Removal of the kimble will mean your return will be unable to be processed.

Refunds for store credit are free and include free shipping on your next order.

Refunds may only be issued to the credit card or PayPal account used to make the original purchase.

 

2. How long does it take to process your refund/exchange?

We do our best to process your refund/exchange as quickly as possible, at busy times this can take up to 4 working days once we receive your return.

 

3. How long will it take for me to receive my refund?

Once you have received your refund notification, it takes 3-5 working days for the money to be deposited into your account.

 

4. How do I start a return?

UK returns

To return an item to us, please create a prepaid label using the link below. Once you have printed your label, drop it off at your local post office.

farnol.uk/myreturns

 

International returns 

Unfortunately we do not offer prepaid returns for international orders. Please follow the instructions on the returns form.

If you have lost your returns form, please add a note including your original order number and details if you would like a refund or an exchange.

Please remember to always take note of your returns tracking number for your reference.

 

5. How do I return a gift?

We offer store credit for gift returns.

All gift cards are non-refundable.

 

ORDERS AND SHIPPING

1. How long before my order ships?

All in-stock orders are processed within 1-2 business days unless notified otherwise.

 

2. Can I amend/cancel my order?

Once an order has been placed we can’t cancel or edit the address you’ve entered or the items within the order. We will be happy to exchange or refund the item, once it has been sent back to us.

 

3. What forms of payment do you take?

We accept payments from Visa, Mastercard, Discover, and American Express as well as debit cards from over 50 countries (you can see the full list when you add your credit card at checkout). We currently do not accept prepaid Visa, Mastercard, or American Express Gift Cards.

We also accept payments via Paypal.

 

4. What are your shipping methods and how long do they take?

 

UK delivery

£2 Standard 3-5 working days UK delivery

£4 Next working day UK delivery for orders placed before 12pm

£6 Saturday UK delivery for orders placed before 12pm Friday

FREE Standard UK delivery on all orders over £75

EU delivery

£10 Standard 5-10 working days EU delivery

FREE Standard EU delivery on all orders over £75

ROW delivery

£10 Standard 3-10 working days ROW delivery

FREE Standard ROW delivery on all orders over £75

HubBox (UK only):

HubBox operates a network of parcel collection points to choose from at the checkout for a hassle-free Click & Collect pickup.

 

5. Where is my order?

You should have received a shipping confirmation with your order, this is where you will find your tracking information. By adding your mobile phone number to your order you will be eligible for live updates.

If you did not receive this email, please get in touch with our customer care department at customercare@farnol.com

 

6. Can I include a gift receipt with my order?

We do not offer separate gift receipts at this time. All orders arrive with a packing slip that states the price of each product and includes instructions on how to exchange or return.

 

7. Do you offer gift cards?

We offer digital gift cards for £10, £25, £50, £100, and £200.

 

PRODUCT

1. What if a product is sold out?

If the product has sold out, please leave your email using our ‘email me’ button. We’ll then be able to notify you when the requested item is back in stock.

 

Wholesale

For all wholesale enquiries, please contact tom@farnol.com

 

registration number 08802423, VAT number GB 186 0958 69