Return policy

Return Policy

At Finelle, customer satisfaction is our top priority. Please read our return policy carefully. By placing an order with us, you agree to the terms below.

Return Window

You have the right to request a return within 14 days of receiving your order.

Eligibility for Return and Refund

To qualify for a 100% refund, your item must meet all of the following conditions:

  • Product Condition: Unused, unwashed, undamaged, with all tags attached and in its original packaging.
  • Deadline: Return request must be made within 14 days of receiving your order.
  • Proof of Purchase: Include a copy of your order confirmation or order number.
  • Proof of Condition: Provide clear photos of the item in unused condition along with your reason for returning it.
  • Hygiene Items: For hygiene reasons, items such as underwear, beauty products, or cosmetics cannot be returned.

How to Return an Item

  1. Contact Us First:
    Email us at info@finelle-london.com or use our contact form to request a return.

  2. Receive Instructions:
    Once approved, we will send you a return form and the instructions to return the item.

  3. Return Shipping:

    • You are responsible for the cost of return shipping.
    • Your return must include a track and trace number, which you must share with us. Without this, we cannot confirm delivery and a refund cannot be issued.
    • Returns sent without prior approval will not be accepted.

Damaged or Incorrect Items

Please check your order when it arrives. If your item is damaged or incorrect:

  • Email us immediately with clear photos of the issue.
  • We will send a replacement free of charge — no need to return the damaged product.
  • Refunds are only issued if the replacement is also defective, or if you choose to return the product at your own cost (after approval).

Please note: We do not offer refunds or exchanges due to shipping delays.

Wrong Size

If you received the wrong size:

  • A refund will only be issued after the item is returned to our warehouse.
  • You can also choose to exchange the product through our customer service.

Product Exchange

To exchange a product:

  1. Return the original item using the approved return process.
  2. Once approved, place a new order for the desired item.

Refunds

  • Once we receive and inspect your return, we will notify you of the outcome.
  • If approved, you will automatically be refunded to your original payment method within 3 to 5 business days.
  • Your bank or credit card company may need extra time to process the refund.
  • If more than 15 business days have passed since your return was approved and you have not received a refund, please contact us at info@finelle-london.com.

Important Information

As mentioned in our shipping policy, Finelle works with trusted suppliers in Asia. This allows us to offer great products at affordable prices.

However, it also means:

  • All returns must be sent to our warehouse in China.
  • Finelle is not responsible for the cost of returns.

Please keep this in mind when ordering multiple items that you may not wish to keep.