Return & Refund Policy

Hassle-Free Returns & Refunds

We want you to love your purchase! If you're not completely satisfied, we’re here to help with a clear and hassle-free return process.

Timeframe — Returns & Refunds

  • You have 14 days from the date of delivery to return an item.

  • Return requests should be initiated within 7 days of receiving your order to ensure smooth processing.

  • Refunds are processed within 15 business days of receiving and approving your returned item.

Note: Returns shipped after the 14-day policy will be rejected. Ftloshopping.com is not responsible for return shipping costs or re-shipping to the original dispatch address in such cases.

Eligibility for Returns

  • Items must be in perfect, unused condition, with original tags, packaging, dust bags, or accessories included.

  • Items must be in resellable condition, unworn, unwashed, and free of damage.

  • Proof of purchase (order confirmation email or receipt) is required.

  • You must be 18 years or older to make purchases and request returns.

Non-Returnable Items

The following items are not eligible for returns:

  • Gift cards

  • Personalized or custom-made items

  • Sale or clearance items marked "Final Sale"

  • Perishable goods (e.g., food, flowers, plants)

  • Personal care products (e.g., beauty items)

  • Hazardous materials, flammable liquids, or gases

How to Start a Return

  1. Contact our support team at customer.service@ftloshopping.com with your order number, reason for return, and any supporting evidence (photos, if applicable).

  2. We will provide detailed return instructions and the authorized return address.

  3. Do not ship your return before receiving approval and instructions. Items sent back without prior approval will not be accepted.

Return shipping due to customer dissatisfaction must be at your expense and use a reliable carrier with an active tracking number (e.g., UPS, DHL, FedEx). Returns via local Postal Services are not accepted due to long delivery times.

Refund Process

  • Once we receive and inspect your returned item, we will notify you of the approval status.

  • Approved refunds will be processed to your original payment method, bank transfer, or PayPal within 15 business days.

  • Refund processing times may vary depending on your payment provider.

If more than 15 business days have passed after approval and you have not received your refund, please contact us at customer.service@ftloshopping.com.

Exchanges — Damaged or Defective Items

  • Exchanges are offered only for defective or damaged items upon arrival.

  • Notify us within 14 days of delivery to request an exchange.

  • We will provide a pre-paid return label for defective or incorrect items.

  • The fastest way to receive a replacement is to return the item and place a new order after your return is approved.

Lost or Damaged Packages

  • Packages are insured up to €30 unless otherwise arranged by the buyer.

  • Additional insurance can be purchased by contacting customer.service@ftloshopping.com.

  • Returns due to incorrect shipping information (e.g., name or address) provided by the buyer will incur a fixed fee of €45 / $55.

Customs Charges & International Returns

  • For shipments outside the EU, the buyer is responsible for all customs charges.

  • Returns with outstanding customs charges must have those fees paid by the buyer before we can process your refund.

  • Customs operations for shipments outside the EU are handled by our partner wholesaler with over 10 years of experience ensuring fast, smooth deliveries.

  • Required documentation for customs clearance will be provided if necessary.

Declined Returns

  • Items showing signs of use (worn, washed, damaged) or missing original packaging/accessories may result in the return being declined.

  • Declined returns will be shipped back to the buyer, with additional shipping costs borne by the customer.

European Union 14-Day Cooling-Off Period

If your order is shipped to the EU, you have the right to cancel or return your order within 14 days for any reason, without justification. Items must be in unused, original condition with all packaging and proof of purchase.

Questions?

Our customer service team is here to help! Contact us anytime at:
📧 customer.service@ftloshopping.com

 

Contact us

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Legal Business Name: FTLOSHOPPING LTD refers to Company 15104839

Registered Office: 3rd Floor Suite, 207 Regent Street, London, W1B 3HH, United Kingdom




Company Registration Number: 15104839
VAT Number: [451121344]




FTLOSHOPPING LTD is a UK-registered private limited company. You can verify our company registration via the UK Companies House at: https://find-and-update.company-information.service.gov.uk/company/15104839

 

We operate under strict compliance with UK and EU consumer protection regulations.

 

Tele: +44 0203 0531507

Email: customer.service@ftloshopping.com