Refund policy
All returns must be requested and approved before they are sent back. The quickest way is our returns portal, which approves your return on screen and gives you the address straight away. Items returned without prior approval cannot be accepted or refunded.
For the full refund policy in plain language with a clear timeline and FAQs, see /pages/refund-policy.
Return Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
Eligibility:
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Return Process:
To start a return, open our returns portal with your order number and the email address you ordered with. Your return is confirmed on screen, and that screen carries the address and your return reference. You can also contact us at hey@feralclo.com. Items sent back to us without first requesting a return will not be accepted. Return shipping costs are covered by the customer. We highly recommend using a fully tracked service to ensure your return reaches us safely.
Contact:
For any return questions, you can always reach us at hey@feralclo.com.
Sale Items:
Please note that items purchased in a sale are only eligible for exchange or store credit, and customers have 14 days from the date of receiving the item to request an exchange or store credit. We do not offer refunds on sale items unless the product is faulty or not as described, in accordance with the Consumer Rights Act 2015. This policy is clearly outlined in our terms and conditions and agreed upon at the point of purchase. If you have any questions about our returns policy, please feel free to contact our customer service team.
Delivery Costs:
We do not refund any delivery costs incurred.
Delivery Charges on Returns
If you received 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. Delivery charges are non-refundable, and only the returned items will be refunded.
Damages and Issues:
Please inspect your order upon reception and tell us immediately if the item is defective, damaged, or if you receive the wrong item. You can raise this in our returns portal or by emailing hey@feralclo.com. These are reviewed by a member of our team, who will respond within 24 hours. Where the fault is ours we cover the postage in both directions.
Exceptions / Non-Returnable Items:
Certain types of items cannot be returned, such as:
• Perishable goods (e.g., food, flowers, plants)
• Made to order, custom or personalised products (e.g. special orders, personalised items, and made to order pieces such as the neon sign, which are built for you after you order)
• Personal care goods (e.g., beauty products)
• Hazardous materials, flammable liquids, or gases
If you have questions or concerns about your specific item, please get in touch.
Note:
We do not refund any delivery costs incurred.
Exchanges:
Exchanges are handled in our returns portal. Tell it the item came up too big or too small and it will offer you the correct size where we have it, and hold that size while your item travels back to us. When your parcel reaches us we email you a payment link for the replacement’s postage, and the replacement is dispatched within 1 to 2 working days of that being paid.
European Union 14 Day Cooling Off Period:
If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. This does not apply to made to order or personalised items, such as the neon sign, which are made to your order and are therefore outside the cooling off period. Your rights if an item arrives faulty, damaged or not as described are unaffected.
IOSS Compliance:
As part of the IOSS, parcels cannot exceed 150 euros in value. Orders may be separated into multiple parcels to comply with this regulation. The customer is responsible for the delivery costs of each split parcel if items are returned, and these costs will be deducted from the refund.
Refunds:
We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we’ve approved your return, please contact us at hey@feralclo.com.
Free Exchanges:
Exchanges are free within 14 days, but you must cover the postage.
Return Fees:
A fixed return fee of 6% may be applied to returned items.
Why Do We Charge a 6% Return Fee?
As part of our commitment to sustainability, this fee helps offset the environmental and operational costs of processing returns. It supports our efforts to reduce unnecessary shipping and waste, encouraging more mindful purchasing decisions.
This fee does not apply to faulty or damaged items and may be waived where required by local consumer protection laws.