Frequently Asked Questions

We now offer an option to purchase the next working day delivery service for a whole year (UK only), this can be a one-time purchase at £15 or a repeat subscription yearly. You must be an account holder and the yearly shipping service will be linked to your account. The next working day service is subject to our cut-off timeframe (3.30 pm), and will also be impacted by weekends and bank holidays. We are unable to refund the subscription fee if there is a delay in the network, we will try to resolve this with DPD as swiftly as possible. This service is for new orders only and the return charge is not included in this fee.

We recommend you use a delivery address where there will be someone to receive and sign for the delivery. For many of our customers this may be a work address. However, if you are out, the usual procedure is for the delivery service to leave a “We Stopped By” card (or similar). You can then collect from a depot or re-arrange delivery for a time that suits you. 

Never Fully Dressed do not accept liability for any delivery instructions issued to the delivery company by the customer. If you leave instructions requesting a parcel to be left in a different location you deem as a “safe place” such as in the shed, garage or with a neighbour, we cannot accept responsibility if the goods are damaged or you fail to receive your parcel.

If items are undeliverable to you by the courier/postal services these orders will be held for a defined period of time (varies per company) for you to collect. If uncollected items exceed this limit, they will be returned to us as the sender. Please email us at love@neverfullydressed.com for a refund on your order. You will be notified via email of the refund once processed.

Please allow the full delivery timeframe for your order to arrive. If you believe the order has been delivered in error, we ask you check all possible safe places/near by neighbours before contacting us - if you wish to raise a delivery investigation please email love@neverfullydressed.com and provide your order number/tracking number/full delivery address. We have a limited timeframe to investigate once the goods have been marked as delivered, we ask you to contact us as soon as possible and within 7 working days since the delivery notification so we can assist you further. 

You have 28 days from the date you receive your order to return items. Please allow up to 10 days from the date your return is delivered for our returns team to process it. You will receive an email once your refund has been issued.

We accept returns within the 28-day period as long as items are in their original condition with tags attached. Once we receive your return, you will be eligible for a refund. For items returned after 28 days, we reserve the right to issue a credit note or return the items to you.

Non-Resident Returns from Spain – Export Requirement:

If you are not a resident of Spain but are returning an item from within Spain, export clearance requires a valid Spanish Tax Identification Number (NIF/NIE).

If a valid Tax ID is not provided, export clearance may be refused and the shipment may be returned to you.

If you do not have a Spanish Tax ID, please contact UPS Spain (+34 91 745 6400) for assistance or to apply for a temporary export Tax ID before sending your return.

Scent items return policy:

We accept returns for scent items (such as perfumes and candles) only if they are damaged, faulty, or unopened. We cannot accept returns if the plastic seal on the box has been removed.

We are unable to refund items that are on our exclusion list, appear to have been worn or washed, are not in their original condition, or have had their security tag removed. All garments must be completely free from signs of wear and any odour.

Non-NFD Items Returned in Error:

Never Fully Dressed is not responsible for any non-NFD items returned to us by mistake.

Due to the high volume of parcels we receive, we cannot process or return items that are not part of our inventory. Our returns policy applies only to products purchased directly from Never Fully Dressed; items from other brands cannot be handled through our system.

Please check your parcel carefully before sending your return to ensure it contains only NFD items. Any non-NFD items received will be disposed of or donated to charity at our discretion, as we are unable to store or return them.

We appreciate your understanding and cooperation.

We understand that sometimes you may change your mind after placing an order on our online store.

Unfortunately, due to our fulfilment processes, we’re unable to intercept or cancel orders once they’ve been placed. If you no longer require your order, we recommend refusing the delivery when it arrives.

The parcel will be returned to us automatically, and we’ll issue a full refund upon its return (please note that if you selected Special Delivery, standard delivery charges will be deducted).

Buckhurst Hill Returns Policy

Items can be returned within 14 days for an exchange or a credit note (valid for 3 months).

We do not offer refunds for in-store purchases.

Faulty items can be refunded within 28 days via our online returns portal.

You can contact the store Monday–Saturday, 10am–5pm, on 07504 847238.

New York Returns Policy

Items purchased in-store can be returned within 28 days for an exchange or credit note.

We do not offer refunds for in-store purchases unless the item is faulty. Faulty items can be refunded within 28 days.

All exchanges require a receipt, and items must be new, unworn, and have the “please do not remove me” tag attached.

Sale items are final sale and cannot be returned or exchanged.

Online orders cannot be returned or exchanged in-store.

Ship From Store Orders

• Items purchased through our Ship From Store service can be returned within 28 days.
• Customers are responsible for return shipping costs, and the $25 shipping fee is non-refundable.
• Ship From Store returns can only be made to our New York store (in person or by post).

Store Contact

Our New York store is open Monday–Sunday, 11am–7pm and can be reached at (646) 590 2125.

UK/EU/Worldwide customers and US customers have separate returns portal. Please follow the instructions below.

For UK/EU/Worldwide customers please use this returns portal: Please start your returns process here.

Return fee: £3.99 for UK customers, £9.99 for Rest Of The World (excluding US)

Please include the # at the front of your order number. You must use the same email address you used to place the order. 

If you are a US customer please click here.

USA return fee: £9.99

Please do not include the # when entering your order number in the portal. Please use the email address you used to place the order. 

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.

Please allow up to 10 days for refunds to be processed once received in our warehouse. Refunds may be delayed when the delivery provider is experiencing longer delivery times.

Please note that refunds may take a further 1-10 working days to show in your account, dependent on your bank or payment provider's processing times.

UK- Royal Mail, Inpost

EU + Rest of World – UPS 

USA – DHL 

No, we are not able to accept online orders returned to our store. 

We are not able to refund items that are included in the exclusion list (below), appear to have been worn, washed, are not in original condition, or have their security tag removed. Every aspect of the garment must be free from signs of wear and odour.

· Gift cards.

· Items that have had their security tags removed.

· Products purchased at any of our “pop-up” events.

· Items purchased through a third-party reseller, for example, ASOS.

· Pierced jewellery if the seal has been tampered with or is broken.

Yes we accept returns on sale and online outlet orders. 

Please contact us via email love@neverfullydressed.com, providing your Order Number (begins #), with as much information as you can regarding the fault. 

We will require images where possible to enable us to advise you quickly and correctly the best method for resolution. We will contact you in writing to confirm the next actionable steps within 2 working days.

Customers are entitled to a full refund up to 28 days after receiving the goods if they arrive or develop a manufacturing fault. Outside this timeframe our customer support will advise further on the available options.

Please note that we are unable to send replacements for faulty items. Delivery costs will also be refunded where you have paid for the service or where an 'Express' type service has been selected as per your requirements in which case the standard cost of delivery will apply.

Any item(s) where a fault has been caused due to customers negligence, such as, but not limited to, pulls from wear or not following the care instructions, we will not be held responsible. 

Only manufacturing faults will be considered.

We are committed to providing high-quality products, but on rare occasions, an item may arrive with a fault or develop one after use. If this happens, please follow the process below.

Contact us at love@neverfullydressed.com with your Order Number (#...).

Include as much detail as possible about the fault, and attach clear images if you can.

Our Customer Care team will review your request and aim to respond in writing with the next steps within 2 working days.

If a product arrives faulty, or develops a manufacturing fault within 28 days of receipt, you are entitled to a full refund.

After 28 days (and up to 6 months from purchase), we will review the case and advise on available options in line with your statutory rights and our policy.

If you paid for delivery (including Express services), these costs will be refunded in line with your original shipping method.

If you need to return an item because of a manufacturing fault, your return shipping will be free or fully reimbursed.

Please Note: 

For international customers, we are unable to offer replacements for faulty items. A refund will be issued instead.

For UK customers, a replacement may be offered (subject to stock availability at the time).

We cannot accept returns or issue refunds where faults are the result of customer negligence, such as (but not limited to):

- Damage caused by wear and tear (e.g., pulls, snags, stains).

- Failure to follow care instructions.

Only genuine manufacturing faults will be considered.

All goods supplied are warranted to be free from defects in workmanship and materials and suitable for normal use.

Unless expressly agreed in writing, items are not guaranteed to be fit for any specific use or condition outside of normal wear.

If you purchased goods or services in the course of business, all other express or implied terms or warranties are excluded to the fullest extent permitted by law.

All services provided will be carried out with reasonable skill and care.

This will be emailed to you once the refund has been accepted/processed. We will send the unique store credit number to the email address on file for that order/return. Please ensure you have checked junk/spam for this, if still not found, please email love@neverfullydressed.com for the team to help you further.

We recently introduced this service to our UK & EU customers only. To start this process, please find the direct link below; https://returnsportal.co/version-live/r/neverfullydressed?s=1&lang=

Please note that if you choose store credit for your refund, we won’t be able to change this later or refund the amount back to your card.

For UK & EU customers who opt for an online store credit as their refund method we offer a free return on this service. Please note, this free return service is valid once per credit. Please email the team on love@neverfullydressed.com for more info.

If the online store credit has been spent, no, the original payment method cannot be refunded and the funds will remain on the unique store credit number. When opting for a store credit you are agreeing to the T&Cs this is your preferred refund method. The store credit option includes a free return and a percentage increase in the refund value.

PLEASE NOTE: New items will not be shipped until the exchanged item is returned and processed.

Exchange options are available through the returns portal for UK customers only.

Currently we can only facilitate exchanges in the UK. Exchanges are dependent on stock availability. 

UK and EU customers have the option to opt for a gift card which is essentially like receiving store credit. 

Exchange availability depends on the stock we have at the time. In this case, we recommend exchanging for store credit. If the item you want is currently out of stock, you can sign up for restock notifications on the product page, or contact our customer service team via live chat or WhatsApp for updates and further assistance. 

When choosing an exchange, the process is automated. Once your return has been handed to the courier and is in the postal network, we’re unable to cancel or reverse it. Amendments can only be made while the status shows as ‘pre-transit’.

After your return is received, the exchange order is automatically created and we’re unable to stop it from being dispatched.

If you need help or have any questions, our team is available at love@neverfullydressed.com

Will my order be sent together or split if it contains a pre-order item?

When your order includes a pre-order item, we typically ship all items together once the pre-order piece becomes available.

Splitting Orders (UK Customers Only)

If you are based in the UK and would prefer to receive your in-stock items sooner, we can split your order on request.

Please contact our Customer Service team, and we will be happy to arrange this for you.

International Orders

For international customers, we’re unable to split orders.

This is due to invoicing, duties, and customs regulations, which require all items in the order to be shipped on the same consignment.

NFD offers sizes UK 6 –28 (US 2-24), we also have our iconic Leopard Jaspre skirt available in UK sizes 4 and 30. 

Our default sizes are in UK formats, however, we also display sizes in EU & USA sizing which can be manually selected. 

Size inclusivity is a key part of our brand and we plan on extending sizes so please get in touch with us if we are not catering for you as it may be on our roadmap.

We have gone to great lengths to make shopping online as user friendly as possible when it comes to size! We always strive to unify our sizing across our product categories but the best thing you can do to avoid any issues on sizing is utilise our sizing quiz, our quiz is a on product pages and this will help you find the right size for each item. We also display our sizing in UK, USA and EU formats and have a detailed size guide on each page.

Put simply, this is our way of thanking you — our loyal customers!

You’ll earn points for activities on our website, such as making purchases or referring friends. These points can then be used to get money off future orders — the more you buy, the more you save.

Anyone who creates an account is automatically enrolled in the programme. 

Redeemable vouchers are pounds off discount codes. They are to be applied in the discount code section during checkout. Vouchers may not be combined or used with other code offers.

Only one loyalty voucher can be used per order, the maximum loyalty value to redeem is the £50 voucher (total value of 5000 points). 

You, or someone you referred, may have cancelled or returned a purchase — in these cases, points are automatically deducted.

If you’ve completed an activity but haven’t seen the points appear yet, don’t worry — it can take a few minutes for the system to process your activity and allocate the points to your account.

Please also note that loyalty points expire after one year of inactivity on your account.

Approved – These points can be redeemed on rewards immediately. 

Pending – These points need to be verified before you can redeem them. This typically applies to purchases and referrals. The approval period is 10 working days. 

Cancelled – these points will not be added to your account. For example, if you cancel a purchase (the points will change from pending to cancelled). 

If you no longer wish to earn points, please contact us and ask to be unenrolled. We’ll remove you and you will lose any points you have accrued. 

We love to hear from you especially if we can help or make something better – please refer to our Contact Us page.

You can earn points for all the things you would normally do, including following us on social media, referring friends and making purchases. To see all the ways you can earn points visit our Rewards page. 

Purchases made using guest checkout will not add points to your account, please ensure you are signed in to earn your points for every purchase. Never Fully Dressed cannot add on points post purchase. 

Points are valid for 12 months, if you have not spent your accrued points in a 12-month period your point balance will be reset to 0.

You cannot collect multiple points for performing the same action, such as, following us on social media.

If you have enough points you can claim them for redeemable vouchers, such as £5, £10, £20 or £50 off your order. Please note - only one voucher can be used per order and it is advised to redeem the highest value you have available. The maximum loyalty voucher to redeem per order is 5000 points (£50). 

Points are pending and are approved 28 days after purchase. Any points accrued from purchases that are later returned will be automatically removed from your account. 

Absolutely not! You are welcome to earn as many as you can.

No, points cannot be used in conjunction with other offers or discount codes. This includes Black Friday promotions.

Simply log into your account and head to the Rewards area. Click on any of the social media outlets you wish to follow and login to that platform and like, follow or subscribe. If you already follow us and want to be rewarded simply select your chosen social media channel while logged in to your social profile and the system will verify your account. 

For UK customers, yes – once logged in please enter the amount of points you wish to redeem for a voucher. This option is not currently available for international customers.

Delivery charges are not included when calculating your earned points. You do not earn points form the delivery charges.

Unfortunately, your point total will begin from zero but we can re-enroll you.

Never Fully Dressed may transfer, cancel, withdraw or alter NFD Points at any time, including these Terms and any Loyalty Love account, without notice.

NFD Loyalty Love launched on 26/07/2019. Never Fully Dressed allocated every account with the 500 points for customers who had placed an order in the previous 12 months at point of launch. This cannot be altered.

By signing up to the REWARDS programme you agree to receive emails relating specifically to the programme. These emails are designed to include content relating to your rewards, your points balance and news relating to the points programme. You can unsubscribe at any time by visiting the Account section of the website and updating your preferences. For further information relating to how we process and use your personal, please refer to our Privacy Policy.