(Christmas Returns Policy at bottom)
The Festival Clothing Co make every effort to make sure the goods you receive are in perfect condition but if upon receiving your item/s you find you are not happy with them then please let us know as soon as you receive them by filling in our contact form. We will then direct you in the best way to return items to us so please wait until you have heard from us, don’t worry we are really quick with getting back to people during our normal office hours of Monday-Friday 09:00-17:00 excluding bank holidays. Please always look for our responses in your junk folders as well as inbox, if you do not find a reply from us with 24 hours of normal working hours then please get in contact via our phone number found on the contact page.
Why do I have to tell you I’m returning an item?
Letting us know you are returning an item makes our life easier in helping with your exchange or refund. When customers do not first tell us they are returning items it holds things up when trying to process the return as customers quite often miss vital information that helps us process the return faster. Its also just nice to let us know you are returning something as it’s not a surprise when something arrives with us. Returns are rare but by letting us know you require to return an item to us we can provide you with the best information to help you do this.
Any items wishing to be returned must be reported to us on the day of receipt you can do this by sending us a message by clicking the link at the bottom of the page. We only accept items that are still in the original packaging with the labels still attached. ^If the item has a fault then once we have received the returning item we will send out a replacement at no extra cost to yourself.
Any items wishing to be returned must be done so within 30 days of purchase of the goods. Please make sure you notify us via email or phone call before returning items.
Just to be clear the Distance selling Regulations specify we only have to give you 14 days from the time you receive the item to cancel the order with us and return any items. We think this period of time is not very long. We give you 30 days from the date purchased, this amount of time is made up of an average postal time of 2-3 days and 27-28 days after the item has arrived for you to cancel the order and to then return the item if you feel you would like a refund.
Any Items returned after the 30 day period without our consent will either be rejected by us in which case customers will be required to pay postage to have the goods returned back to them, or in some circumstances you will be given store credit in the amount of the goods returned, this is not a guarantee as we offer a very generous 30 day returns policy, the situation will be assessed and the customer notified of the outcome. Items that we authorise for return that are outside the 30 day period will be issued with store credit that has a use by date of three years from the date the vouchers is emailed to the customer.
We require all customers to ask for proof of postage (this is a free service offered by the post office), this covers you in the unlikely event the item gets mislaid on its way back to us. Customers are responsible for the returning item. A refund or replacement item will be issued once we have received and checked the item.
At The Festival Clothing Co we strive to make life easier for our customers by showing the measurements of items laid flat. We do this so you can compare our item size against your own items. Most of our clothing is handmade so each style will vary in size from another style. A large in one style of clothing may not be the same large in another style of clothing so please view the full item description with measurements.
If you wish to return an item to exchange it for another colour or size then you will be asked to pay for the postage of the replacement item as well as the returning item.
The Festival Clothing Co reserve the right to request you the customer pay the postage for any returning items that are as described and not faulty.
All returning item/s must be in a re-saleable condition:
- Still in the original packaging (where applicable)
- Still have any labels attached
We hope you like what we do as much as we do.
^When inquiring about returning a faulty item The Festival Clothing Co will advise on the service we are happy to pay for to have the item returned to us. At this point you will be guided to a prepaid printable returns label that you can use to return the items that are faulty. Any other service the customer wishes to pay for on top of this prepaid label (eg; 1st class, recorded signed for, special delivery) will not be covered by us and so will come out of the customers pockets. You will be requested to ask for proof of postage.
**Please do not send items back until you have contacted us and received a response with a full explanation on how do so**
For items wishing to be returned please contact us here.
Christmas Returns Policy 2019
Starts from 1st November 2019
At a glance
-Return within our normal 30 days for exchange or refund.
-Return outside of our normal 30 days for exchange or store credit (approach us by Friday 4th January Latest)
-Items must be unused and in original packaging
Any items purchased as Christmas presents from the 1st November and not intending to be returned until after Christmas can be returned for an exchange of size or colour (or store credit) but not a refund (*unless purchased within our normal 30 day returns window). All items that are to be returned should be:
- unused and in the original packaging with labels still attached.
Customers wishing to return Christmas items are asked to approach us by Friday 3rd January so we can give details on how to return items. Customers will be asked to provide details of the item they would like in exchange. If an item is no longer available in a different size or colour then store credit will be issued or the customer is welcome to pick any other item from the website up to the value of the returning item (customers are welcome to pay extra for more expensive goods). Please remember we sell handmade items that do not always come back into stock.
The customer will be responsible for paying the returns postage and the postage for the replacement to be sent.
Items are to be returned to us promptly after we have responded to your email. We would expect customer to get items in the post no later than the 6th January, we do ask customers to ask for a free proof of postage when returning items to us.
The best advice we can offer is to check the item when you receive it to make sure there are no faults (we do check things to the best of our ability but sometimes things sneak through). If you find an issue then please let us know on the day you receive the item so we can quickly advise on how to return. We can then get a replacement out to you before the big day.
Please use the laid flat measurements to work out the best size for the person you are purchasing for. If you can grab an item of theirs and compare you should achieve the best result with regards to size. We do also offer waist measurements as well as dress sizing on a large number of items, these are approximate sizes as we are all shaped slightly different to each other.
*Any customers wishing to return items within the normal 30 day period we offer for returns would still be able to receive a refund as long as the item was unused and still in the original packaging with labels still attached.