Refund policy

Returns

We offer our customers a refund/exchange within 14 days of purchase on full price items.

Unfortunately we are unable to accept returns on sale items. It is advised that if you have a question regarding a sale item please contact us here before purchase.

Please email your return request to customerservice@fillilondon.co.uk once your item has been approved for an refund we will advise you the address to return it to.

DO NOT Return any orders to our registered office address, this causes delay and will incur additional postage which will be deducted from your refund if approved. We are within our rights to refuse a refund if the correct process isn't followed and return the item to you.

To be eligible for a return, your item must be unused unworn unaltered and in the same condition that you received it free from make up, fake tan and any other products. It must also be in the original packaging with tags and labels attached.

*Please note custom made orders (if applicable) and jewellery may NOT be returned unless faulty.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

 

Refunds (if applicable)

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Please allow up to 10 working days from approval to process your refund.

All of our products are carefully inspected by us before fulfilling your order, in the unlikely event you believe your purchase to be faulty, please contact us in the first instance by email at customerservice@fillilondon.co.uk 

Late or missing refunds (if applicable) 

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at customerservice@fillilondon.co.uk.

 

Exchanges (if applicable)
If you need to exchange it for the same item in a different size, send us an email at customerservice@fillilondon.co.uk once your item has been approved for an exchange we will advise you the address to return it to, depending on the item you are returning. To avoid any unnecessary delays we strongly advise that you reorder as soon as possible to ensure your chosen item is available whilst your return is being processed.

The first request for exchanged goods will be sent out free of charge.

 

Shipping
To return your product, it needs to be returned within 14 days to the address specified on your returns authorised email.

You will be responsible for paying for your own shipping costs for returning your item(s). Shipping costs are non-refundable in most circumstances (unless otherwise agreed).

Please retain proof of posting and tracking details of your return until your refund has been processed.

If you are shipping an item over £50, we recommend you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

For any further assistance on returns please contact us at customerservice@fillilondon.co.uk