Refund policy

Last updated: 20 July 2026

At Fletcher & Doyle, we want your shopping experience to be clear and straightforward. Please read this Returns, Refunds & Cancellations Policy before placing an order. By purchasing from our website, you agree to the terms below.

1. Your right to cancel (UK statutory right)

If you are a consumer in the United Kingdom, you have a legal right to cancel your order within 14 days of receiving your goods, without giving any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This is separate from, and in addition to, our own 30-day return policy below. To exercise this right, contact us within 14 days of delivery.

2. Return period

Beyond your statutory cancellation right, eligible items may be returned within 30 days of delivery, provided the conditions in this policy are met.

3. Conditions for returns

An item is eligible for return if:

  • the item is unused, unworn, and undamaged;
  • the item is in its original condition;
  • all original labels, tags, hygiene seals, and packaging are intact;
  • the return request is submitted within 30 days of delivery;
  • the return is approved in advance by our customer service team.

You may try items on for fit as you would in a physical store. If an item shows signs of wear, washing, fragrance, stains, alteration, or damage, we may refuse the return or deduct a reasonable reduction in value from the refund.

4. Items excluded from returns

Returns are not accepted for:

  • personalized, custom-made, or made-to-order products;
  • items damaged through improper use, handling, washing, or care;
  • items returned without prior approval from our customer service team.

5. Return shipping costs

Customers are responsible for return shipping costs unless the item arrives damaged, defective, or incorrect.

Customers are responsible for:

  • selecting a reliable return shipping provider;
  • using a tracked shipping method;
  • paying return shipping costs and any applicable handling or customs fees;
  • ensuring that return documentation and address details are correct.

Fletcher & Doyle is not responsible for return parcels that are delayed, rejected, lost, or delivered to the wrong address due to incorrect shipping methods or incomplete documentation.

No restocking fee: Fletcher & Doyle does not charge a restocking fee for approved returns.

6. Return address

Returns must only be sent to the return address provided by our customer service team after your return request has been approved. The return address may differ from our business address. Returns sent to any other address may not be accepted or processed.

7. How to start a return

To request a return, email support@fletcherdoyle.com with:

  • your order number;
  • the item or items you wish to return;
  • the reason for the return (optional — this just helps us process your request faster);
  • clear photos if the item is damaged, defective, or incorrect;
  • your full name and shipping address.

You are not required to give a reason. If you are exercising your 14-day UK statutory cancellation right described in Section 1, no reason is needed at all.

We will review your request and normally respond within 12-24 hours on business days.

8. Order cancellations

Orders may be cancelled within 30 minutes of purchase. After this period, your order may already be in processing and cancellation may no longer be possible. After delivery, you may request a return under this policy or exercise your statutory cancellation right under Section 1.

9. Refunds

After your return has been received and inspected, we will notify you of the outcome. Approved refunds are issued to the original payment method.

Please allow 5-10 business days after approval for the refund to appear in your account, depending on your bank or payment provider.

10. Store credit

In some cases, store credit may be offered at our discretion. Store credit is not redeemable for cash and may only be issued once per order unless we state otherwise.

11. Failed delivery or incorrect address

Please check your shipping address carefully at checkout. If a package cannot be delivered due to an incorrect, incomplete, or inaccessible address, we will help you find a suitable solution, but additional shipping costs may apply.

Contact

If you have questions about your order, delivery, returns, payments, or any other topic, please contact our customer service team.

Email: support@fletcherdoyle.com
Telephone: +31 6 5526 1309
Support hours: Monday-Friday, 09:00-17:00 CET
Typical response time: 12-24 hours on business days