Return & Refund Policy

Return & Refund Policy

We want you to be completely satisfied with your purchase. If you're not, we're here to help with a straightforward and transparent return process.

 

Returns & Refunds

  • Return Window: You have 14 days from the date of delivery to return your item.

 

  • Initiating a Return: To ensure smooth processing, please contact our customer support team at customer.service@ftloshopping.com within 7 days of receiving your order. Please include your order number, the reason for the return, and any photos if the item is damaged or defective.

 

  • Eligibility: To be eligible for a return, your item must be in perfect, unused condition with its original tags, packaging, and any accessories. It must be unworn, unwashed, and in a resalable condition. A proof of purchase is required.

 

  • Shipping Returns: Do not ship your return until you have received approval and instructions from our team. Returns sent without prior authorization will not be accepted. You are responsible for return shipping costs for returns due to dissatisfaction. We recommend using a reliable carrier with a tracking number (e.g., UPS, DHL, or FedEx), as returns via local postal services are not accepted.

 

  • Non-Returnable Items: For safety and hygiene reasons, the following items cannot be returned:
    • 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

 

Refund Process

Once we receive and inspect your returned item, we will notify you of the approval status. If approved, your refund will be processed to your original payment method, bank transfer, or PayPal within 15 business days. Refund processing times can vary depending on your payment provider. If you haven't received your refund after 15 business days, please contact us.

 

Exchanges & Damaged Items

We only offer exchanges for items that arrive defective or damaged. Please notify us within 14 days of delivery to request an exchange. We will provide a pre-paid return label for these cases. For the fastest replacement, we recommend returning the defective item for a refund and placing a new order.

 

Lost or Damaged Packages

Packages are insured up to €30 unless you have arranged for additional insurance with us prior to shipment.

 

International Returns & Customs

  • Customs Charges: For shipments outside the EU, you are responsible for any applicable customs charges. If a return is sent back to us with outstanding customs fees, these fees must be paid by you before we can process your refund.

 

  • Unclaimed Packages: If a package is returned to us because it was unclaimed, a fixed fee of €45 / $55 will be invoiced or deducted from any refund.

 

EU 14-Day Right to Withdraw

If your order is shipped to the EU, you have the right to cancel or return your order within 14 days for any reason. Items must be in unused, original condition with all packaging and proof of purchase.

 

Questions?

Our customer service team is here to help! Please feel free to contact us anytime at:

Email: customer.service@ftloshopping.com Telephone: +44 0203 0531507