IN STORE RETURNS POLICY
Fella Paddington does not offer refunds for change-of-mind purchases. You can exchange or request a store credit within seven (7) days of purchase.
ONLINE RETURNS POLICY
A return will be in exchange for store credit note only. Credit notes are valid for 1 year. Item/s must be returned within 14 days of delivery. If the return exceeds our 14 day policy, we unfortunately will not be able to process your exchange and your order will be shipped back to you at an additional charge.
FULL PRICED ITEMS
Items that have been purchased at full price or by pre-order are eligible for an exchange or store credit. If the original payment method was a gift voucher or store credit, a new voucher will be issued.
Full priced items included in a temporary promotion are eligible to be returned for an exchange or store credit.
Items marked as FINAL SALE are priced to clear, and are not eligible to be returned. We kindly ask you to consider this before committing to a purchase.
We will only accept the return if the following requirements are met.
- Item/s must be in original condition, with all tags remaining in place, including hygiene seal.
- Undergarments must be worn when trying on items.
- Item/s must not have been worn, washed or altered in any way.
We do not allow returns for the following:
- Customised Items (this includes padding, amended length, custom sizing requested).
- Item/s received without authorisation.
- Item/s purchased on markdown or final sale.
- Item/s received in a condition other than their original condition.
- Item/s without their tags attached.
- Item/s without their hygiene sticker attached.
- Item/s that appear worn, smell of perfume, smoke, deodorant or body odour.
- Item/s that are marked or damaged in any way. That includes fake tan, deodorant and makeup.
Our returns department has the right to refuse any returned item that does not meet the original condition. In this instance, the returned item WILL NOT be sent back to the customer.
MAKE A RETURN
Once you have ensured your return meets all the conditions of our returns policy, please follow the easy returns steps via our returns portal. If you wish to make an exchange for another item, please contact our customer care to ensure the item/s you wish to repurchase are available.
IF A PACKAGE IS LOST OR DAMAGED DURING A RETURN
Fella cannot be held responsible in the event of loss, theft or damage during the customer return process. It is the responsibility of the customer to ship their return items back via a reliable, safe and trackable method.
ARE RETURNS FREE?
Returns and exchanges are NOT free. The shipping cost of returning any item/s are NOT covered or reimbursed by Fella.
DAMAGED OR FAULTY ITEMS
Whilst we hope this never happens, if you do receive damaged goods, or have a manufacturing fault occur, please contact us immediately at firstname.lastname@example.org with your order number and images of the fault and we will work with you to resolve it as soon as possible.