ONLINE RETURNS POLICY

If you want to return your order, you’re in the right place. What you need to do depends on what you bought, why you want to return it and where you are, so please select the link below that applies best to you.

I DON’T WANT MY ITEM

GOODWILL RETURNS POLICY

It is important to us that you are happy with your French Connection purchase. If you are not entirely happy with your purchase, you have 14 days from your date of purchase, to return your item to us for a refund or exchange. For account credit, return your item within 28 days.

Extended Returns From March 2020 - You can now return your online purchase within 45 days of receiving it for an exchange, refund, or account credit.

Christmas Returns The standard 45 days returns policy will continue to apply, however, any orders placed from the 1st of November 2020, will have 14 days after 25th December 2020 for a refund, and 28 days for an exchange or credit.

The following items may not be returned for refund or exchange, unless faulty: earrings, or items with a security or hygiene seal or label, if the seal or label is broken, or has been tampered with (including underwear, swimwear, fragrance and toiletry products).

We are not currently able to offer exchanges on Homeware items. If you would like a different item, size or colour, please return your purchase to us for a refund, and place a new order.

We can exchange clothing and accessories (other than earrings) for a different size or colour. However, if you want a different item, please return your item to us for a refund and place a new order.

If your requested replacement item is out of stock in the size or colour you have requested, a refund will be processed instead.

If the price of the replacement item is different from your original product, we will apply a credit, or contact you to obtain the additional payment as appropriate.

In case of part return of a multi-buy set, or similar discount, the promotion will be void and you will be refunded proportionately according to the value of goods kept.

All items must be returned unused and in a fully resalable condition, with swing tags attached if possible. Please take care not to damage, scratch or mark any items, particularly Homeware, delicate and leather items when examining them.

We reserve the right to deduct amounts from refunds, up to the full value, where unwanted items show signs of use or unreasonable handling and are deemed not to be resalable.

You will receive a confirmation email once your return has been processed. We will endeavour to process refunds as quickly as possible, however, please allow up to 10 working days for your refund to be processed once it has been received by us. This period may increase during busy times, such as during sale.

Refunds will be credited to the original method of payment.

PLEASE NOTE ITEMS PURCHASED FROM OUR WEBSITE, CANNOT BE RETURNED TO FRENCH CONNECTION CONCESSIONS, OUTLET STORES, OR STORES OUTSIDE THE UK (INCLUDING IRELAND). THIS INCLUDES FAULTY ITEMS.

CANCELLATION POLICY

If you are a UK or EU consumer, you have 14 days from delivery to cancel your entire order and return all items to us for a full refund. Please click here for further details and our Cancellation Form.

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I THINK SOMETHING MAY BE WRONG WITH MY ITEM

Extended Returns From March 2020 - You can now return your online purchase within 45 days of receiving it for an exchange, refund, or account credit.

Christmas Returns The standard 45 days returns policy will continue to apply, however, any orders placed from the 1st of November 2020, will have 14 days after 25th December 2020 for a refund, and 28 days for an exchange or credit.

Unfortunately manufacturing faults and listing errors do occasionally occur. If your item is faulty or not as described, you have 30 days from delivery to return your item and receive a full refund. Thereafter, you will be offered a repair, replacement or refund (partial or full) depending on the item, date of delivery and usage.

If you believe your item is faulty, or not as described, please contact Customer Services on 0333 400 3285 or [email protected]. Customer Services will be able to direct you on how to return your item to us free of charge so that it can be assessed by our returns team.

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HOW TO RETURN

WE DO NOT ACCEPT HAND DELIVERY OF RETURNS TO OUR DISTRIBUTION CENTRE FOR SECURITY REASONS. PLEASE CLICK HERE FOR FURTHER DETAILS ON HOW TO RETURN ITEMS TO ONE OF OUR STORES.

ITEMS PURCHASED FROM A FRENCH CONNECTION STORE SHOULD BE RETURNED TO A FRENCH CONNECTION STORE. THESE CANNOT BE RETURNED DIRECTLY TO OUR DISTRIBUTION CENTRE.

RETURNING ITEMS BY POST

Please send all returns to the following address, using the returns label provided if possible:

Returns Department
French Connection
Unit B, Dolphin way
Purfleet
Essex
RM19 1NZ

Please include a completed returns form with your package. If you didn’t receive a returns form with your order, you can include a handwritten notice with your name, contact number, order number, reason for the return, whether you would like a refund or exchange and if an exchange, the requested replacement item(s).

If your order qualifies for free returns, please click here for details.

If your order does not qualify for free returns, you will need to cover all costs of returning any items to us yourself.

We strongly recommend that you return any items via a registered trackable service and obtain and retain proof of posting as we do not accept responsibility for items that fail to arrive with us.

RETURNING ITEMS VIA INPOST 24/7 LOCKERS

Return your parcel at your convenience from nearly 1,200 InPost Lockers nationwide. InPost Lockers are accessible 24 hours a day, 365 days of the year, so you can return your items at a time that suits you without any queueing. All lockers are located in well lit, safe and secure areas with ample parking. Locations include supermarkets, train stations, petrol stations and shopping centres.

Find your nearest InPost Locker and print your returns label here

Affix the label to your parcel and take your package to your chosen location.

Scan the label’s barcode and pop your parcel in the open locker compartment.

If your order does not qualify for free returns, you will be charged £1.99 to make a return via an InPost locker.

RETURNING ITEMS TO STORE

UK customers may return clothing and accessories purchased from the Website, to any French Connection store in the UK for an exchange or refund. Please see a list of our UK stores here.

Items purchased from the Website cannot be returned to French Connection concessions, outlet stores, or stores outside the UK (including Ireland). This includes faulty items.

We are not currently able to accept returns of Homeware purchased from the Website in store. Please return all Homeware purchased from the Website, to our returns by post address.

To return or exchange your Website purchase at a French Connection store simply bring:

The item for refund or exchange, unused and in a resalable condition with swing tags attached, if possible.

The original dispatch note enclosed with your delivery (photocopies are not acceptable as valid proof of purchase).

The card used to pay for the items (with the cardholder present).

Refunds will be credited to the original method of payment. Where the Website order was paid for using Paypal, please allow 20 days for the refund to appear in your account as these need to be sent by the store to our warehouse for processing.

In all cases, the store manager's decision will be final. Please contact Customer Services on 0333 400 3285 or [email protected] if you have any concerns.

RETURNING ITEMS THAT QUALIFY FOR FREE RETURNS

Enjoy free returns on all orders, excluding Homeware and Gift Cards. Free returns applies to:

Standard deliveries made to UK addresses

Returns made from UK addresses

Orders placed and paid for in GBP

Items returned in the same package

If your order qualifies for free return, you can return your orders via:

ROYAL MAIL

Please affix the pre-paid peel-off returns postage label supplied with your order to the front of your parcel, take your package to your nearest Post Office and send to our returns by post address.

If you didn’t receive a peel-off returns label, please contact Customer Services on 0333 400 3285 or [email protected]

We strongly recommend that you obtain and retain tracking details of the posted return as we do not accept responsibility for items that fail to arrive with us.

INPOST 24/7 LOCKERS

Click here for details.

RETURNING ITEMS from outside the UK

All overseas customers should send returns to our returns by post address.

We do not currently offer free returns to overseas customers. You will therefore need to cover all costs of returning any items to us yourself. We advise that you mark your package ‘returned goods’ to avoid further duties.

Remember:

Please include a completed returns form with your package. If you didn’t receive a returns form with your order, you can include a handwritten notice with your name, contact number, order number, reason for the return, whether you would like a refund or exchange and if an exchange, the requested replacement item(s).

We strongly recommend that you return any items via a registered trackable service and obtain and retain proof of posting as we do not accept responsibility for items that fail to arrive with us.

PLEASE NOTE ITEMS PURCHASED FROM OUR WEBSITE BY OVERSEAS CUSTOMERS CANNOT BE RETURNED TO FRENCH CONNECTION STORES, OUTLET STORES OR CONCESSIONS, WHEREVER LOCATED.

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FRENCH CONNECTION HOMEWARE

RETURNING HOMEWARE

We are not currently able to accept returns of Homeware purchased from the Website in store. Please return all Homeware purchased from the Website, to our returns by post address.

We do not currently offer free returns on Homeware. You will therefore need to cover all costs of returning any items to us yourself.

We do not accept hand delivery of returns to our distribution centre for security reasons.

Large items can be picked up by French Connection. You will be charged for this service, which will be deducted from your refund amount. Please call Customer Services on 0333 400 3285 or [email protected] to check if your purchase qualifies for a return pick up and for applicable charges.

Remember:

Please include a completed returns form with your package. If you didn’t receive a returns form with your order, you can include a handwritten notice with your name, contact number, order number, and reason for the return.

We are not currently able to offer exchanges on Homeware items. If you need a different size or colour of an item, you will need to place a new order.

All items must be returned unused and in a fully resalable condition. Please take care not to damage, scratch or mark any items, particularly fragile and delicate items when examining them.

All items, particularly fragile and delicate items, should be wrapped carefully, in their original protective packaging where possible, to prevent damage during return shipping. French Connection does not accept responsibility for any damage to which occurs during return shipping.

We strongly recommend that you return any items via a registered trackable service and obtain and retain proof of posting as we do not accept responsibility for items that fail to arrive with us.

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Extended Returns From March 2020

You can now return your online purchase within 45 days of receiving it for an exchange, refund, or account credit.

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Christmas Returns

The standard 45 days returns policy will continue to apply, however, any orders placed from the 1st of November 2020, will have 14 days after 25th December 2020 for a refund, and 28 days for an exchange or credit.

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PAYPAL REFUNDED RETURNS

PayPal offers a refunded returns service so you can claim back the cost of your returns postage, free of charge.

This is available both in the UK and Europe, on any order where the seller does not offer free returns. Therefore, if you are an EU customer, or need to return a Homeware item, you may use this service with French Connection.

PayPal will refund the cost of the return, up to £15 per order, when the customer has paid for their entire order through PayPal, returns the item in line with French Connection’s returns policy and provides PayPal with a complete refund request.

In order to be eligible for this service, you must:

  1. Register for, and activate the service with PayPal.
  2. Pay for your items with PayPal.
  3. If you are not happy with your items, follow our usual returns policy, and return your items to our returns by post address.
  4. Keep a photograph or copy of your returns receipt, showing the amount paid, the sellers address, and a tracking number if applicable.
  5. Submit a refund request form with PayPal, and attach the required proofs.

You will then receive email confirmation of your completed refund request form, followed by an email notifying you of whether or not your request has been accepted.

If successful, your refunded amount will come through to your PayPal account within 10 working days.

Should you have any queries regarding this service, please see PayPal’s terms and conditions or contact PayPal’s customer service team. Unfortunately, we are not able to help with queries relating to PayPal.

We strongly recommend that you return any items via a registered trackable service and obtain and retain proof of posting as we do not accept responsibility for items that fail to arrive with us.

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