Refunds.
You're covered. 14 days from delivery to send it back, and your refund lands within 10 working days of it reaching us. The full policy is below, in plain language.
Start it yourself, in two taps
Your order number and the email you ordered with is all it takes. Tell us what is going back and why, and we confirm it on screen with everything you need to post it.
Start my returnFour steps, start to finish.
What can come back.
- Within 14 days of delivery — most items.
- Unworn, tags on, in original packaging, with proof of purchase.
- Faulty / damaged / wrong item — anytime. We cover return shipping + replace or refund.
- Sale items — exchange or store credit within 14 days (refund only if faulty).
- EU customers — 14-day cooling-off period, no justification needed, except on made to order pieces.
- Items that have been worn, washed, or have tags removed.
- Personal care goods (e.g. beauty products) — for hygiene reasons.
- Made to order, custom or personalised products and special orders — anything built for you after you order it, such as the neon sign.
- Perishable goods (e.g. food, flowers, plants).
- Hazardous materials, flammable liquids, gases.
- Original delivery costs are non-refundable.
When the money lands.
Everything else, in plain language.
Sale items — exchange or store credit only
Items purchased in a sale are eligible for exchange or store credit within 14 days of receiving them. We don't refund sale items unless the product is faulty or not as described — in line with the Consumer Rights Act 2015. This is clearly outlined in our terms and agreed at checkout.
EU customers — 14-day cooling-off period
If your order is shipping to the EU, you have the right to cancel or return for any reason within 14 days — no justification needed. The item must be in the same condition you received it: unworn, tags on, original packaging, with proof of purchase.
This does not cover made to order or personalised pieces, such as the neon sign. Those are built for you once you have ordered, so they are outside the cooling-off period and cannot be cancelled or returned. If one turns up faulty, damaged or not as described, that is a different thing and we will always put it right.
The 6% return fee — what it is and why
A fixed 6% return fee may be applied to returned items. This is part of our commitment to sustainability — it offsets the environmental and operational costs of processing returns and supports our work to reduce unnecessary shipping and waste.
It does not apply to faulty or damaged items and may be waived where required by local consumer protection laws.
Free shipping threshold — what happens if your return drops below it
If you got free delivery by spending over our minimum threshold, but your return brings the total below that amount, the original delivery cost will be deducted from your refund. Only the returned items are refunded — delivery charges are non-refundable.
Damages, wrong items, or defects
Inspect your order on arrival. If anything is defective, damaged, or the wrong item, open the returns portal and choose that reason. It goes straight to a member of our team, who comes back to you within 24 hours. Replacement or refund is your call, and when the fault is ours we cover the postage both ways.
Exchanges — fastest path to the right size
Swap a size in the returns portal and it takes two taps. Tell it the piece came up too big or too small and it offers the right size by name, in stock, and holds it while yours travels back. You cover the postage to us, and we send you one payment link for the replacement's postage when your parcel lands.
IOSS / EU parcels — 150 € rule
As part of IOSS compliance, parcels to the EU cannot exceed €150 in value. Orders over that may be split into multiple parcels. The customer is responsible for the delivery costs of each split parcel if items are returned, and these costs are deducted from the refund.
Delivery costs are non-refundable
Original delivery costs are not refunded. Only the value of the returned items is refunded.
Refund processing — what to expect
We notify you once your return arrives and is inspected. If approved, you'll be automatically refunded on your original payment method within 10 business days. It can take some time for your bank or card company to process and post the refund. If more than 15 business days have passed since approval, email hey@feralclo.com.
Returns we can't accept
Some items can't be returned for hygiene, safety, or compliance reasons:
- Perishable goods (food, flowers, plants)
- Custom or personalised products
- Personal care goods (beauty products)
- Hazardous materials, flammable liquids, gases
Not sure about your piece? Get in touch and we will tell you straight.
We're real people. Email anytime.
Replies usually within 24 hours, Mon–Fri 9am–5pm GMT. Order issue, refund question, anything — we'll sort it.
hey@feralclo.com