Returns & Refunds Policy
SOLLY FERONDE LTD
At SOLLY FERONDE LTD, we release products in limited quantities and many items are produced to order. Because of this, we keep a strict but fair return policy, outlined below.
Nothing in this policy affects your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Your Right to Cancel (Change of Mind)
If you're a UK consumer, you have a legal right to cancel your order for any reason within 14 days of receiving it, and to receive a full refund. To cancel, email us at solly@sollyferonde.com within 14 days of delivery. You then have a further 14 days to send the item back to us.
This right does not apply to items outside the 14-day window.
Outside this legal cooling-off period, we do not accept returns or exchanges for:
- Change of mind
- Incorrect size selection (please check our size guide before ordering)
- Dissatisfaction with fit, material, or style
- Delayed shipping / postage
Faulty or Incorrect Items
If an item arrives damaged, faulty, or isn't what you ordered, please let us know as soon as possible so we can help quickly — ideally within 48 hours of delivery, by emailing solly@sollyferonde.com with your order number and clear photos of the issue.
This 48-hour window is not a legal cut-off. Under the Consumer Rights Act 2015, you have a statutory right to reject faulty goods for a full refund within 30 days of delivery, and further rights to a repair, replacement, or refund after that. Reporting an issue after 48 hours does not forfeit these rights — we just ask you to get in touch promptly so we can resolve things faster.
Once reviewed and approved, we will offer either:
- A replacement (if available), or
- A refund to your original payment method
For faulty or incorrect items, we will also cover reasonable return shipping costs — please contact us before returning the item so we can arrange this.
Return Conditions (If Approved)
For change-of-mind returns under your 14-day cancellation right:
- Items must be unworn, unwashed, and in resaleable condition
- Original packaging must be included
- Items showing signs of wear, washing, damage, odour, or alteration may be rejected, or a deduction may be made to reflect any reduction in value
Return Shipping Costs
For change-of-mind returns, return shipping is the customer's responsibility unless we say otherwise. For faulty or incorrect items, we will reimburse reasonable return shipping costs as set out above.
We recommend using a trackable shipping method, as we're not responsible for lost return shipments. For cancellations under your statutory right, we'll refund the cost of standard delivery as part of your refund. Any upgraded or express delivery costs, along with duties and taxes, are non-refundable, except where required by law (for example, where the return is due to our error).
Refund Processing
Once your return is received and inspected (or, for cancellations, once you've provided proof of postage):
- Refunds are issued to your original payment method within 14 days
- You will receive an email confirmation once your refund has been processed
- Please allow additional time for your bank to reflect the refund
Policy Abuse
We reserve the right to decline returns or restrict future purchases in cases of policy abuse, excessive disputes, or chargebacks, in each case without affecting your statutory rights.
Contact Us
For any questions, please contact us at solly@sollyferonde.com. We're happy to help and will review every request carefully.
SOLLY FERONDE LTD, [registered company number], [registered address]