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

I THINK SOMETHING MAYBE WRONG WITH MY ITEM

FRENCH CONNECTION CLOTHING & ACCESSORIES

FRENCH CONNECTION HOMEWARE

I DON’T WANT MY ITEM

Please note we do not offer free returns during sale / promotional periods

GOODWILL RETURNS POLICY

• It is important to us that you are happy with your French Connection Website 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.
• The following items may not be returned for refund or exchange, unless faulty: 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) or made to order items.
• We are unable to offer refund or exchange on earrings.
• 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 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.
• All items, particularly Homeware, delicate and leather 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.
• French Connection reserves 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. Please allow up to 10 working days for your refund to be processed, although note that this may increase during busy periods, such as sale periods.
• We will endeavour to process refunds as quickly as possible, however, please allow up to 14 working days for refunds to appear in your account. Refunds will be credited to the original method of payment. Web orders originally paid with Paypal that are returned to store are sent by the stores to our warehouse to be processed, as Paypal is not available in store. Please allow 20 works days for these refunds to appear in your account.

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 28 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.

I THINK SOMETHING MAYBE WRONG WITH MY ITEM

• 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.

FRENCH CONNECTION CLOTHING & ACCESSORIES

RETURNING ITEMS BY POST

• Please send all returns to the following address:
  
  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.
• 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.

Please note items purchased from a French Connection Store should be returned to a French Connection store. These cannot be returned to us by post.

RETURNING ITEMS THAT QUALIFY FOR FREE RETURNS

• We offer free delivery and/or free returns, on a promotional basis, from time to time, when you spend £50 or more in one order.
• Our free delivery and/or free promotional returns offers exclude Homeware and Gift Cards and only apply to:
  • standard deliveries made to UK addresses
  • returns made from UK addresses
  • orders placed and paid for in GBP
  • orders placed outside sale periods (unless otherwise stated on the website)
  • items returned in the same package.
• If your order qualifies for free return, you can return your orders in three ways:

ROYAL MAIL

Orders that qualify for Free Returns should include a pre-paid postage label. Please affix the peel-off 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

Return your parcel at your convenience from nearly 1,200 InPost lockers nationwide. 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.

Making your return is quick and easy:

• 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 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.

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).
• 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.

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.