Refund policy
Last updated: 14 August 2026
We want you to be happy with what you ordered. If something isn't right, here's exactly how we put it right.
1. Do We Accept Returns?
Yes. We sell and deliver to the United Kingdom only, and we accept returns on all items in our catalogue within 30 days of delivery. This applies to every product we sell, with no exceptions for sale items unless a clearance promotion states otherwise at the time of purchase.
The 30-day window starts on the day your parcel is delivered, as shown by the carrier's tracking record — not the day you ordered, and not the day it was dispatched.
We do not charge a restocking fee. There is no admin charge, handling fee, or deduction of any kind from an approved refund.
2. Return Eligibility
To be eligible for a return, your item must be:
- Unworn and unwashed
- In its original condition, with any tags still attached
- In its original packaging
- Free from marks, stains, odours (including perfume and smoke), pet hair and make-up
For hygiene reasons, we cannot accept returns of items that have been worn.
The following cannot be returned:
- Items returned after the 30-day window has closed
- Items that are worn, washed, altered, or damaged after delivery
- Items marked as Final Sale at the time of purchase
- Gift cards
This does not apply to faulty items. If a product is defective, damaged, or not as described, none of the above restrictions apply and your statutory rights take precedence — see Section 6.
3. How to Start a Return
There are two ways to start a return. Use whichever you prefer:
- Email us at contact@fashionfloora.com
- Use the contact form on our Contact page
Whichever you use, please include:
- Your order number (it's in your order confirmation email, and begins with #)
- The name of the item, plus the size and colour you ordered
- The reason for the return
- A photo, if the item arrived damaged, faulty, or is the wrong product
We will reply within 1 business day with return instructions and a UK return address. You will not be asked to post anything overseas. Please wait for our reply before sending anything back — items returned without prior approval may not be processed.
When you send an item back, please use a tracked postal service and keep your proof of postage. Without tracking we cannot confirm the parcel reached us if it goes missing in transit.
4. Who Pays for Return Postage?
This depends on why you're returning the item:
| Reason for return | Who pays return postage |
|---|---|
| You changed your mind, or the item didn't suit you | You do |
| The item doesn't fit | You do |
| The item arrived damaged or faulty | We do |
| You received the wrong item | We do |
| The item is not as described on our website | We do |
Where we cover return postage, we will either send you a prepaid label or reimburse your postage cost when you send us the receipt.
In some cases — particularly where an item is faulty or the return cost would be disproportionate — we may issue your refund without asking you to send the item back. If that applies to your return, we'll tell you when we reply.
5. Refunds
Refund method: all refunds are issued to your original payment method. We do not issue store credit or vouchers in place of a refund unless you specifically ask for one.
When you'll get it:
- We inspect returned items within 2 business days of receiving them
- Approved refunds are issued within 5 business days of that inspection
- Where we refund without requiring a return, we issue it within 2 business days of approving your request
Once we've issued a refund, your bank or card provider typically takes a further 3–10 business days to post it to your account. That part is outside our control.
We'll email you as soon as your refund has been issued.
Original shipping charges: if you paid for shipping and are returning an item because you changed your mind, the original shipping charge is not refunded. If the item was faulty, damaged, wrong, or not as described, we refund the shipping charge in full along with the price of the item.
6. If Something Goes Wrong With Your Order
These three situations are covered regardless of anything else in this policy, and you are never out of pocket.
Your order never arrived
If your parcel hasn't arrived within 5 business days of the end of the estimated delivery window — more than 20 business days after ordering — contact us with your order number. We'll open an investigation with the carrier. If the parcel is confirmed lost, or tracking has shown no movement for 15 business days, we will send a replacement free of charge or refund you in full, whichever you prefer.
If tracking shows your parcel as delivered but you don't have it, contact us within 7 days of the delivery date. Please check with neighbours and any safe place first. We'll investigate with the carrier and resolve it with a replacement or refund.
Your item arrived damaged
Contact us within 7 days of delivery with your order number and a photo of the damage, including the packaging if that's damaged too. We'll send a replacement at no cost, or refund you in full — your choice. You will not need to send a damaged item back and you will never pay postage for it.
You received the wrong item
Contact us within 7 days of delivery with your order number and a photo of what you received. We'll dispatch the correct item straight away and cover the cost of returning the wrong one, or refund you in full if you'd rather not wait.
7. Exchanges
We're happy to exchange an item for a different size or colour, subject to availability.
Because our stock is dispatched from our fulfilment partner overseas, an exchange takes as long as a new order — 2 to 4 weeks. If you need the replacement sooner, the fastest route is to return the original for a refund and place a new order straight away.
To request an exchange, contact us using either method in Section 3 and tell us which size or colour you'd like instead.
8. Your Statutory Right to Cancel
As a UK consumer, you have a legal right to cancel your order within 14 days of receiving it, for any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
To exercise this right, tell us within 14 days of delivery using either contact method in Section 3. You then have a further 14 days to return the item.
Where you cancel under this right, we will refund the price of the item and the standard outbound shipping charge you paid, within 14 days of receiving the item back. You are responsible for the cost of returning the item to us.
This statutory right sits alongside our 30-day returns policy. Nothing in this policy limits it, or your rights under the Consumer Rights Act 2015 to goods that are of satisfactory quality, fit for purpose, and as described.
9. Cancelling Before Dispatch
If you change your mind before your order has been dispatched, email us immediately at contact@fashionfloora.com and we'll cancel it and refund you in full. Once an order has been dispatched it cannot be cancelled, but you can return it under this policy once it arrives.
10. Contact Us
- Company: ADSTEAK LTD, trading as Fashion Floora
- Email: contact@fashionfloora.com
- Phone: +44 7441 485421
- Address: 24-26 Arcadia Avenue, Fin009, London, N3 2JU, United Kingdom
- Business hours: Monday to Friday, 9:00 AM – 6:00 PM (UK time)
- Response time: We reply within 1 business day
Our Shipping Policy covers delivery times, costs and import charges.