To cancel your order, please e-mail [email protected], quoting your order number. This must be done before 1pm on the following day from your order day. If it is after this time and your order has already been shipped, you will need to return the order to us.
Return or Exchange an Item
If you are not completely satisfied with your purchase, simply return the item/s to us in their original condition within 14 working days of delivery. Please include the delivery note (invoice) and returns form, clearly stating the reason for return.
If you would like to exchange an item, please contact [email protected] and our customer services team will be able to assist you with this.
We offer free returns for UK customers. Exclusion apply, please see below. To use our free Royal Mail return label, please attach it to your parcel and take it to any Royal Mail Post Office. Your parcel will then be scanned and a receipt will be issued. Please retain this receipt until your return has been processed. If you did not receive a Royal Mail returns label, please contact [email protected] and our customer services team will be able to provide one for you. Unfortunately free returns are not currently available for the following locations: the Channel Islands, Isle of Man, the Isles of Scilly and the Scottish Highlands.
We are currently unable to offer a free returns service for international orders – postage charges for returned items are at your own cost. You can use which ever postal service you wish but we do recommend using a tracked service. If you fail to take reasonable care of the goods before they are returned to us, and this result in damage or deterioration, we will charge you for the reduction in value.
We will issue a refund on receipt, or exchange the item for a different size / colour if preferred.
Frock and Frill Returns
Figure Clothing, 25 Cheetham Hill Road, Manchester, M4 4FY
Pierced earrings including earring pendants are non-returnable for reasons of hygiene and safety.
The item is your responsibility until it reaches us.
For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
The cost of returning the item to us is your responsibility except in cases where the order was cancelled under the UK Distance Selling Regulations or the entire order was faulty.
The parcel can take up to 14 working days to be returned to us, unless sent via special delivery. This is based on the UK national postal service.
Please do not post anything to us outside the 14 day period as we cannot refund the item. We are also unable to send it back so please check very carefully the dispatch date.
*Note: when trying on items of clothing, please ensure that you are not wearing perfume or a deodorant which may leave a scent or marks on the item. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed. The item must be returned in its original packaging with any enclosed documentation.
Cooling Off Period
Under the UK Distance Selling Regulations, you have 7 working days (from the day after you receive your goods) to cancel the contract for your order with us.
In this case we will issue you with a full refund however you will need to return the entire order at your cost if you have already received them.
In all cases, the goods must be in their original condition and will be inspected on their return.
If we do not receive the cancelled order back, we may arrange to have them collected at your cost.
If the item you received is faulty, please contact [email protected] quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.
I Received The Wrong Item
If the item you received is not what you originally ordered, please contact [email protected] quoting your order number, your name and address, details of the product. We will deal with the matter in accordance with your legal rights.
Once your goods have been accepted your exchange or refund will be completed within 14 working days. Unless we have sent you incorrect, damaged or faulty goods we regret the cost of postage and packaging cannot be refunded to you.
We can only refund the card originally used for payment.
Any vouchers have their own condition, please do check and use them before expiry date. All vouchers can only be used once and will not be credited when items are returned unless they are faulty. If you return part of purchase and want to get a refund for that, we will consider that the amount of discount you got is from delivery charge.