UK:
- Standard Delivery: Royal Mail
- Next Day & Saturday Delivery: DPD
- Next Day In-Store Delivery: DPD
Returns carriers:
- UK: Royal Mail, InPost
- EU + Rest of World: UPS
- USA: DHL
FAQs
Find answers to your questions about orders, returns, sizing, and shipping.
Shipping & Delivery
Orders are usually dispatched within 24 hours. Our same-day dispatch cutoff is 3:30pm, Monday-Friday.
Orders are not processed on Saturdays, Sundays, or UK Bank Holidays.
If a delay occurs, you'll be notified within 48 hours of placing your order.
UK & NI Delivery
- Royal Mail Standard (Mon-Fri, 2-5 working days): from £3.95 UK / £5.00 NI. Free over £150.
- DPD Next Day (order before 3:30pm, Mon-Thurs): from £9.95 UK / £10.00 NI. Free over £300.
- DPD Local Pickup (order before 3:30pm, Mon-Thurs): £5.95, UK only.
- UK Saturday Delivery (order before 2:00pm Friday): £13.00, UK only.
Bank holidays and weekends will extend next-working-day timeframes.
International
- EU, Singapore, Saudi Arabia, UAE: free standard delivery; shipping and duties included when paying in local currency. Orders to Turkey require a minimum spend of €150.
- USA & Canada: delivery duties included when paying in local currency. Sales tax is paid by the customer and can be prepaid at checkout (non-refundable). Canada shows duties at checkout; customers are responsible for claiming their own sales tax back (contact your carrier, e.g. DHL, for import documents).
- Delivery restrictions: Ukraine, Belarus, and Russia are temporarily suspended (under review). We do not currently ship to Ghana. In the US, DHL does not deliver to PO boxes. In Sweden, DPD delivers to a local pickup shop only.
Yes, worldwide, with free standard delivery (express upgrade available). We use DPD, FedEx, and DHL.
Contact our customer support team for delivery options specific to your location.
Select the DPD Pickup option at checkout and choose a nearby Pickup Point from thousands nationwide. You'll get a notification email from DPD when your order is ready, including the point's opening hours. Orders can be collected within 7 days of arrival; after that, they're returned to NFD on the 8th day. Bring your DPD Pickup Pass (emailed by DPD) when collecting.
Why choose it: pickup is more sustainable than home delivery, since DPD consolidates deliveries to one point rather than door-to-door, cutting truck miles and reducing carbon emissions by up to 85%.
Yes. Purchase next-working-day delivery for a full year (UK only) as a one-time £15 purchase or an annual subscription, linked to your account. Standard cut-off (3:30pm) and weekend/bank holiday impacts still apply. The subscription fee is non-refundable in case of network delays (we'll work with DPD to resolve these).
New orders only; return charges are not included.
Use a delivery address where someone can receive and sign for the parcel. If you're out, the courier will typically leave a card for collection or rescheduling. NFD is not liable for delivery instructions you give the courier directly (e.g. "leave in a safe place"). Uncollected items are returned to us after the courier's holding period; email love@neverfullydressed.com for a refund once this happens.
Allow the full delivery timeframe first, and check safe places/neighbours. To raise a delivery investigation, email love@neverfullydressed.com with your order number, tracking number, and delivery address within 7 working days of the delivery notification (our investigation window is limited).
Returns
Start your return here. You have 28 days from receipt to return items in their original condition with tags attached. Allow up to 7 working days (excluding weekends/bank holidays) for our team to process it once delivered to us; you'll get an email when your refund is issued.
Outside the 28-day window, email love@neverfullydressed.com and we'll review on a case-by-case basis.
Separate portals by region:
- UK/EU/Worldwide (excl. US): Returns portal. Include the "#" before your order number. Return fee: £3.99 (UK) / £9.99 (Rest of World).
- US customers: US returns portal. Do not include the "#". Return fee: £9.99.
- Use the same email address you placed the order with in both cases.
PLEASE NOTE: Do not return multiple orders in one parcel as our system cannot facilitate combined orders. We ask you to return individually to ensure a smooth, speedy process.
Sending combined will result in delays in receiving your refund.
Our warehouse is a 3rd party logistics company and does not accept parcels to be dropped off in person.
Allow up to 10 days to process once received at our warehouse (longer if the courier is delayed), plus a further 1-10 working days for it to appear in your account, depending on your bank.
Yes, sale and online outlet orders are returnable
No, online orders cannot be returned or exchanged in-store.
We can't refund items that are on our exclusion list, show signs of wear or washing, aren't in original condition, or have had the security tag removed.
Exclusion list: gift cards; items with removed security tags; products purchased at "pop-up" events (final sale); items purchased through third-party resellers (e.g. ASOS); pierced jewellery with a tampered/broken seal.
Scent items (perfume, candles): returnable only if damaged, faulty, or unopened; we cannot accept a return if the box's plastic seal has been removed.
Export clearance requires a valid Spanish Tax ID (NIF/NIE). Without one, the shipment may be refused and returned to you. If you don't have one, contact UPS Spain (+34 91 745 6400) for help or to apply for a temporary export Tax ID before sending your return.
We're not responsible for non-NFD items sent to us in error, and due to volume, we can't process or return them. Please check parcels carefully before sending; any non-NFD items received will be disposed of or donated to charity at our discretion.
Once placed, we're unable to intercept or cancel orders due to our fulfilment processes. If you no longer want it, refuse the delivery on arrival; it will return to us automatically, and we'll issue a full refund (Special Delivery charges are non-refundable and will be deducted).
Faulty Items
Email love@neverfullydressed.com with your Order Number (begins "#") and as much detail as possible, plus images where possible. Our team will confirm next steps in writing within 2 working days.
Your rights: if a fault is present on arrival, or a manufacturing fault develops within 28 days of receipt, you're entitled to a full refund. Between 28 days and 6 months from purchase, we'll review the case against your statutory rights and our policy.
Delivery cost refunds: if you paid for delivery (including Express), this is refunded in line with your original shipping method. Return shipping for a manufacturing fault is free or fully reimbursed.
Replacements: we're unable to offer replacements for faulty items for international customers (a refund is issued instead). UK customers may be offered a replacement, subject to stock availability.
Exclusions: only genuine manufacturing faults are covered. We won't accept claims for damage from customer negligence, e.g. wear-and-tear (pulls, snags, stains) or not following care instructions.
All goods are warranted to be free from defects in workmanship and materials, and suitable for normal use, but not guaranteed fit for any specific use outside normal wear unless agreed in writing. For business purchases, other express or implied warranties are excluded to the extent permitted by law. All services are carried out with reasonable skill and care.
Exchanges & Store Credit
Exchanges are available via the returns portal, UK customers only, and depend on stock availability. UK and EU customers can alternatively opt for a gift card (equivalent to store credit).
We can currently only facilitate exchanges within the UK.
We recommend exchanging for store credit instead. You can also sign up for restock alerts on the product page, or contact customer service via live chat or WhatsApp.
Only while the return status shows "pre-transit." Once your return is with the courier or in the postal network, we can't cancel it; once received, the exchange order is auto-created and dispatched. Contact love@neverfullydressed.com for help.
Not until the original item is returned and processed.
Available to UK & EU customers only. Start here. Choosing store credit is final: it cannot later be changed to a refund to your original card, even if you go on to spend and return the store-credit order.
Store credit includes a free return (once per credit) and a percentage increase in refund value.
It's sent to the email on file once your refund is processed. Check junk/spam; if still missing, email love@neverfullydressed.com.
Pre-Orders
We typically ship all items together once the pre-order item becomes available.
- UK customers: can request to split the order to receive in-stock items sooner via Customer Service.
- International customers: orders can't be split, due to invoicing, duties, and customs requirements.
In-Store Purchases
Returns accepted within 14 days for exchange or credit note (valid 3 months); no refunds on in-store purchases. Ship-from-store orders can be returned in-store only, for exchange or full refund, within 28 days of receipt. Faulty items can be refunded within 28 days via the online returns portal. Contact the store Mon-Sat, 10am-5pm: 07504 847238.
Returns accepted within 28 days for exchange or credit note; no refunds unless faulty (refundable within 28 days). Exchanges require a receipt, and items must be new, unworn, with tags attached. Sale items are final sale.
All purchases are final sale; no returns or refunds. Exchanges accepted in-store only during the pop-up period.
Sizing
UK 6-28 (US 2-24), plus our Leopard Jaspre skirt in UK 4 and 30. Sizes default to UK format on-site, with EU and US options available. We're continually working to extend our size range, so get in touch if we're not currently catering for you.
Loyalty Love (rewards)
Our way of thanking loyal customers. You earn points for activities like purchases and referrals, redeemable for money off future orders. Anyone who creates an account is automatically enrolled.
Points are earned via purchases, referrals, and social media follows/likes/subscribes (see the Rewards page for the full list).
- Guest checkout does not earn points; sign in before purchasing. Points cannot be added retroactively.
- Points expire after 12 months of inactivity.
- You cannot earn multiple points for repeating the same action (e.g. following on social media more than once).
- Delivery charges don't count toward points.
Redeem for vouchers of £5, £10, £20, or £50 off, applied in the discount code field at checkout. Only one voucher per order; the maximum redemption is 5,000 points (£50). Points cannot be combined with other offers or discount codes (including Black Friday promotions). Purchase-related points are pending for 28 days before approval; if the purchase is returned, associated points are removed.
- Approved: ready to redeem immediately.
- Pending: awaiting verification (typically 10 working days for purchases/referrals).
- Cancelled: will not be added, e.g. following a cancelled purchase.
Likely because you (or someone you referred) cancelled or returned a purchase, which automatically deducts points. New activity can also take a few minutes to process before appearing.
Yes, for UK customers, points can be redeemed for a voucher at checkout. This is not currently available for international customers.
Contact us to be unenrolled; you'll lose any accrued points. If you rejoin later, your point total restarts from zero.
NFD may transfer, cancel, withdraw, or alter points or the programme at any time without notice. The programme launched 26/07/2019, with a one-time 500-point allocation to customers who had ordered in the prior 12 months (not repeatable/alterable). Signing up means agreeing to receive programme-related emails; unsubscribe anytime via Account preferences. See the Privacy Policy for data use.
Feedback & Contact
Visit our Contact Us page, use Live Chat, or email love@neverfullydressed.com.
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