Shipping & Returns

Shipping

Once orders are dispatched, we are no longer responsible for the handling of your item(s). All complaints must be taken up with the courier company. You will receive a tracking number upon dispatch so you are able to keep an eye on the status of your delivery. 

If your package arrives damaged, please make sure to take photos/videos prior to opening it so that we can use them as evidence when making a claim with the courier.

Creases in the garments due to folding are perfectly normal and will disappear after wear. Creases do not qualify the item as damaged or defective.

All UK, USA and EU orders are subject to free tracked shipping.

Shipping times: please note that shipping times are the responsibility of the courier service.

Any import costs incurred as a result of taxes between countries are accepted by the customer.

Shipping to the European Union

As the UK has now left the European Union, orders shipping to EU countries will no longer be charged UK VAT.

Orders shipping to addresses within the EU will now be billed local VAT and may be subject to additional handling and dispersement charges upon delivery, which are set solely by the EU country the order is being shipped to. You can check your country’s standard VAT rate here.

Returns

Returns are only accepted in cases where the item is received faulty, and you must first alert us to the fault within 48 hours of receiving the item. Images and/or video will be requested so please make sure you document anything you consider significant to your returns case. Your satisfaction is our main priority so we will endeavour to resolve any problems as efficiently as possible.

In cases where returning the item is granted, please contact Customer Service at customercare@fig-fenix.com to open a returns case.

Items must be unused, in the original packaging and in a saleable condition, with all tags, labels and security tapes still attached and intact.

Security tapes that are removed or tampered with will make the item non-returnable.

We aim to process all returns as quickly as possible. Once we have received your package, your return should be processed within 10 working days. We'll send you an email to let you know once we've processed your return with the details of any store credit granted.

NOTE: The cost of returning the goods to us falls on the customer.
When returning items to us please remember that they are your responsibility until they reach us. Please ensure your item is packaged properly so that it can’t get damaged on the way. If returned items are damaged as a result of improper packaging, a refund will not be granted. We always advise to use a tracked and/or signed-for service for returns.

The original shipping charges are non-refundable.

We do not offer refunds where an incorrect shipping address has been used at checkout. Please check your details carefully.

 **Returns on sale items or gift cards are not accepted**