Returns Policy

If you have made a mistake with your order, or you would like to cancel it, please contact us immediately. We understand mistakes happen, and we will try our best to correct your order, however, sometimes we aren't able to make any changes, such as if your item has already gone into production.

We can make amendments and cancel orders, within 4 hours of the order being placed online. If you need to do this, please  contact us. 

If it's been more than 4 hours since you placed your order, we are unable to make any changes to your order, and we aren't able to cancel it.

If you need to make a return please follow the Order Cancellation - Post Shipment guidelines below.

Order cancellation: post-shipment

You may cancel your order up to 30 working days from receipt of your purchase. You will be invited to return the goods in an unopened and unused state for refund.

Unfortunately, we can't accept returns of personalised or custom goods unless the item is faulty. Please note, personalised items are hand-made for you. Please double check any names, or text, for spelling mistakes and ensure you have ordered the correct size. Please note we cannot accept responsibility for spelling mistakes or incorrect size selection, unless the error was made by ourselves, as a result of the production process.

Please see our Returns Policy below for more information.

Returns policy - cancellation of order

All non-personalised goods purchased from Us can be returned for refund within 30 working days from receipt of goods[*].

Unfortunately, we can't accept returns of personalised or custom goods unless the item is faulty. Please note, personalised items are hand-made for you. Please double check any names, or text, for spelling mistakes and ensure you have ordered the correct size. Please note we cannot accept responsibility for spelling mistakes or incorrect size selection, unless the error was made by ourselves, as a result of the production process.

Please contact us for a Returns Authorisation Number before returning any goods back to us. You may also contact us via email at sales@fadestreetwearco.com instead of using the contact us form if you prefer. We need to know the reason for the return and whether the returned goods are unused. You will need to include your Returns Number in the parcel. Failing to include this will result in a delay processing your return.

For hygienic reasons, we ask customers to only open and try on items when they are happy it suits their needs. The following items: underwear, panties, stockings and swimwear might not be refunded if found to be worn.

In addition:

• [1] It is your responsibility to take due care of items in your possession. Returned items must be suitable for re-sale, undamaged, unworn, in its original condition, in its original packaging, with all original packaging included with the return. All packaging must be returned with the item, and be in no-way missing or damaged. We are unable to refund items opened from a sealed package. We inspect all returned items.

• [2] You or your courier are responsible for the goods until they reach our warehouse. The risk and cost will be your responsibility, so please ensure you use a tracked and insured return service like Royal Mail 'Signed For', or similar.

• [3] Outbound shipping costs, insurance, or packing fees are non-refundable.

• [4] Refunds are typically processed within 5 days of receipt by us, however, for the avoidance of doubt we promise to refund within 30 working days of receipt of the return back to us. We will not be responsible for any interest you may incur as a result of the refund being made outside of your credit/debit card timescales.

• [5] Only return goods to the address given to you by Customer Services; and ensure this is complete with your Returns Authorisation Number. Not following these instructions will cause delay in processing your return.

• [6] Returns that we receive outside of this Returns Policy will be deemed 'In Dispute', and such items will not be refunded. We will be happy to re-ship such items back to you, otherwise items will be destroyed within 91 calendar days from their receipt back to us.

• [7] We do not operate an exchange policy. We are unable to replace an item until the original has been received by Us. If you are in a hurry, please place a second order and return the item to us at a later date.

[*] "30 working days from receipt of goods" shall be defined as 30 working days after the date of signature of receipt of goods

Returns policy - faulty goods

If a product is faulty, please let us know immediately so we can refund or exchange the item. Please immediately contact our Customer Service Team so that we can assist you and give you a Returns Authorisation Number. Please ensure you contact us within 14 working days of delivery, where this was not apparent on reasonable inspection, within 14 calendar days after discovery or 30 calendar days after receipt by you, whichever is the earlier. Please ensure you include your Returns Number in the returned parcel as failure to do so will result in a delay in processing your return.

In addition:

• [1] We shall be under no liability in respect of any defect arising from fair wear and tear, wilful damage, negligence, abnormal working conditions, misuse or alteration or repair of the ordered goods without our approval.

• [2] Only return goods to the address given to you by Customer Services; and ensure this is complete with your Returns Authorisation Number. Not following these instructions will cause delay in processing your return.

• [3] Returns that we receive outside of this Returns Policy will be deemed 'In Dispute', and such items will not be refunded. We will be happy to re-ship such items back to you, otherwise items will be destroyed within 91 calendar days from their receipt back to us.

We are unable to replace an item until the original has been received by Us. If you are in a hurry, please place a second order and return the item to us at a later date.

Product guarantee

All of our products come with our 30 day guarantee, where you may return faulty goods for exchange or refund of the original purchase price. This does not effect you Statutory Rights.

I have lost my returns note.

Please Contact our Customer Service Team with your issue, order number and full name.

Have you received my returned goods?

We will send you a confirmation via email, when we have received your item so that we can issue your refund. If it has been over 10 working days, please Contact our Customer Service Team with your issue, order number and full name.

I have ordered the wrong size, do you offer exchanges?

We are happy to offer an exchange in this circumstance so long as the product is an un-used condition (as long as the item is non-personalised) if you would like to return it to us we can change for the required size.