Returns & Exchanges
All notifications for returns and exchanges must be made within 7 days of receiving your order. You will need to inform us of your intent to return an item, and the reason why you would like to return it prior to returning the item. Please do this by emailing firstname.lastname@example.org.
Items being returned and/or exchanged must be received by FSTIVAL or the rightful supplier within 14 days and should be unused and in it’s original condition, complete with the original packaging and tags still intact. The original receipt/invoice (included in the email sent to the customer when purchase was made) and a complete ‘Returns Note’ must be enclosed in the package. Where returned items are received without a receipt/invoice of purchase and ‘Returns Note’, no refund shall be given. If you did not receive a ‘Returns Note’ with your order then please email email@example.com. If you wish to exchange an item please include the item and/or size you would like to exchange the return for. Exchanges are only available for the same brand. Exchanges are subject to stock availability and you may be charged for delivery costs. The FSTIVAL Group Ltd and it’s suppliers reserve the right to refuse to accept returned items that we believe are not in their original condition.
In cases where FSTIVAL or the supplier receive items that are damaged, used or appear not to be in the original condition, no refund shall be given.
Customers are responsible for the payment of any postage incurred in the return of an item, unless there has been an error on our, or our suppliers, part such as a faulty item We are not liable for any packages lost in the post – we therefore suggest that you return your item using a ‘signed for’ or t trackable service. Any refunds will be made using the same payment method used for the initial transaction. Please allow for up to 30 days for the refund to be processed. Original delivery costs will not be refunded, unless there has been an error on our, or our suppliers, part.
For returns outside of Europe please make sure that it clearly states ‘Clothing’ and ‘Returned GB goods with no value’ on the outside of the package, so that the parcel is not charged import duties. If this is done incorrectly import duties will be deducted from the refund.
Our return address is:
Returns The FSTIVAL Group Ltd.
21 Emperor House
26 Victory Parade
Our suppliers return address will be noted on the ‘Returns Note’. Please follow the instructions on the ‘Returns Note’. If goods shipped by our suppliers are returned to us then you may be charged extra for the delivery cost to return the goods to the rightful supplier. This will also delay the overall returns process.