Isn’t it an amazing feeling when everything in your online order is a keeper?! Shopping online isn’t always easy, but we have implemented a couple of features to help you shop smarter to avoid the hassle of returns.
Size Quiz – each product has a size quiz which we update regularly to have the most accurate fit information. We have seen a big reduction in size-based returns for customers who use this tool, and the best thing is that once you have done the quiz the results are applied to every product page.
Live Chat – our agents are online throughout the day to assist you with any specific questions you have about our products. And most recently we have launched WhatsApp so you can send us messages at your own convenience. +44 20 3861 5959
Exchanges - we have recently launched exchanges in the UK so you are now able to return for an exchange, you can simply change the size or exchange for a different item. You can also return for a gift voucher and use this credit at your leisure. Currently this service is only available in the UK. We cover the return shipping costs when you opt for exchanges or return to gift card.
Our returns policy is 28 days from the date you receive the order. Please allow up to 14 days for us to process to be completed within our returns department from the date of delivery, you will be emailed once refunded. We accept items that are returned within receipt of the 28-day time frame providing they are in original condition with tags intact. Once your items are returned, you will be entitled to receive a refund. For item(s) returned after this time, we reserve the right to return the item(s) to you.
We are not able to refund items that are included in the exclusion list (below), appear to have been worn or 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.
How to return or exchange your UK order:
**Please note that customers from the Channel Islands will use the same portal as UK customers but the process differs slightly. Once the portal process is completed, Channel Island customers will receive a label for a return which can be used with any service the customer desires at the cost of the customer.
We advise not to combine multiple parcels in one return package as this can affect the return process - each return will need to be logged on the portal as individual orders. If you need a new return invoice, please contact our customer support. Our warehouse is a 3rd party logistics company and does not accept parcels to be dropped off in person.
How to return your EU order:
We advise not to combine multiple parcels in one return package as this can affect the return process - each return will need to be logged on the portal as individual orders. We kindly ask you to repack the item as securely as possible including the invoice/returns form inside, if you need a new one please contact our customer support.
How to return your international order:
Please note: We advise not to combine multiple parcels in one return package as this can affect the return process - each return will need to be logged on the portal as individual orders.
Canada & USA: The liability to claim back sales taxes paid on orders is with the customer and you will need to contact the local authorities to claim these charges back - these are not reimbursed by NFD.
Changed your mind? Your right to cancel
We understand that you may change your mind about something you have bought on our online store.
Unfortunately, due to our processes, we are unable to intercept and cancel orders that have just been placed. We recommend that if you have placed an order you no longer require, simply reject the delivery and the items will be returned to us and your order will be refunded in full (unless you chose Special Delivery at which point Standard Delivery cost will apply).
You have the right to cancel within 14 days of placing your order if you simply change your mind. We can offer a refund and request that you return the item(s) unused and with the security tags intact. Please ensure all returned packages are sent via our returns portal link as stated above, if sent outside our portal we cannot take responsibility for items damaged or lost in transit. We aim to process your refund within 14 days of your item(s) being received by us.
Our returns policy is 28 days from the date you receive the order.
Where items are returned to us outside of this time period we reserve the right to issue a credit note or to return the item(s) to you.
Please also see the Exclusions, Refunds, and Faulty T&Cs below;
Unfortunately, we cannot accept returns for the following items:
Hygiene and our customers’ safety are super important, so certain items can’t be returned for refunds including:
If items are undeliverable to you by the courier/postal service, 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. All items will be automatically refunded and returned to stock. You will be notified via email of the refund once processed.
We are not obliged to provide you with a refund until we receive the product(s) back from you or we receive evidence (such as proof of postage) from you that you have sent the item(s) back to us. We strongly recommend that you send the products using a secure or trackable method - e.g. Recorded/Special Delivery - and that you retain your proof of postage.
We reserve the right to reject any return sent beyond the 28-day return period.
If the item is rejected your item(s) will be returned to you along with a letter outlining the reason(s).
If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment within approximately two days of being processed. Depending on your bank, it may take up to two billing cycles for the credit to appear on your credit card statement.
Faulty items will be refunded in full, including delivery charges 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.
Please also see the Exclusions and How to Return sections below.
Returning a gift
Please contact us via firstname.lastname@example.org, making sure you provide us with the Order Number beginning # so that we can confirm the purchase details.
The amount paid for the item will be sent as a physical gift card to the delivery address as indicated on the original order.
If you would prefer that the sender’s account is credited for the gift please indicate this in your e-mail and along with your returned item(s).
Please also see the Exclusions and How to Return sections below.
Please contact us via email at email@example.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 on 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 30 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 customer 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.
Purchases made in-store
Items can be returned (within 14 days of purchase) for exchange or a credit note valid for three (3) months.
We do not refund items purchased in-store unless the item is faulty. Faulty items can be fully refunded within 30 days.
Our store can be contacted Monday through Saturday 10 am to 5 pm on 07504 847238.
Returns made outside the NFD return portal/self-postage
If you choose to return outside the NFD returns portal or via self-postage (your own shipping service) -
we will be unable to provide any updates on the parcel's location or provide confirmation of receipt.
We would always recommend retaining proof of return/tracking details, if you contact customer services you may be asked to share this.
If the parcel sent outside the portal is to go missing/get tampered with/become damaged in transit back to us -
we would be unable to support or issue a refund for these missing goods.
A claim would need to be submitted directly to the postal company selected to return.