Delivery & Returns
If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition* within 14 days of receipt. We will issue a full refund upon receipt and examination. Please include the invoice that came with the item and our Returns Form**, this will help us process you return. If you require a different product you will need to place a new order online and return the original item for a refund. Delivery charges are non-refundable.
**To help Friend or Faux process your Return please download print off and fill in the Returns Slip. This can be used to return unwanted, faulty or mistake items, we can process returns without a Returns Form but this may take longer to process, if you are unable to print off the Returns Form please include the invoice that came with the item, as we would have no way of tracking it if you do not.
Please return items to:
Friend or Faux Returns
Tyne & Wear
Faulty or Wrong Item
If the item you received is faulty or is not what you originally ordered, please e-mail email@example.com quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.
Please allow 2 working days from receipt of a return for us to process a refund. Once a refund is processed you will receive an email confirming this (the email will be sent to the same email address as your order confirmation email was sent). After receiving the return confirmation email, please allow a further 4-7 working days for the refund to be credited to your account.
This time frame is dictated by your bank or card issuer and is outside of our control. Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card had been declined or has expired) we may send a cheque to your billing address.
Part of your order is missing
Regrettably mistakes can happen. If you have received your order and an item is missing, please email firstname.lastname@example.org quoting your order number and the missing item, and we will investigate the matter further. The item may have been out of stock, which if this has happened, will be refunded and you will receive an email confirming this.
If you are returning a non-faulty item to us for a refund, then the cost of returning the item to us is your responsibility.
Please note, the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
If the item you received is faulty or is not what you originally ordered, please e-mail email@example.com, quoting your order number, your name and address, details of the product, and details of the fault/mistake. We will then advise on how to proceed with the return.
Note: when trying on items of clothing, please ensure that you are not wearing perfume / aftershave or a deodorant which may leave a scent or marks on the item. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed. The item must be returned in its original packaging with any enclosed documentation.