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Returns and Refund Policy

Cancelling or Amending your Order

Caught up in the heat of the moment and changed your mind? No problem, we can all get carried away, just make sure to contact us immediately, with all your details, to give us the best chance of making amends. We recommend you do this within 15 minutes of placing your order to ensure we can act on your request. Unfortunately, we cannot make changes to existing orders and where this is requested we would need to cancel your original order and raise a new one.

You should be aware that once orders are sent to our warehouse we cannot stop them. If your order has already been processed, you will need to await delivery and then follow our returns policy.

To cancel or amend your order please call 0207 8199986 between 11:00am and 19:00pm seven days a week. Alternatively, you can email us at info@fetchshop.co.uk

 

Missing or Incomplete Orders

There’s nothing worse than feeling incomplete. If your order has either items missing or has not arrived with you within the timescales set out in our delivery options, we sincerely apologise.

Please call us on 0207 8199986 between 11:00am and 19:00pm seven days a week if you have any issue with your order. Alternatively, you can email us at info@fetchshop.co.uk, that way we can put things right quickly and make sure you are fully satisfied.

 

Returns Policy

At Fetch we are flexible with our returns policy to make sure you can buy from us with confidence. As such we accept returns for unwanted items or faulty and damaged products for up to 30 days. Please email info@fetchshop.co.uk to obtain an authorisation code, before sending any items to us. Alternatively you are welcome to return items purchased online to our store in Clapham. To do this, please make sure to bring with you a copy of your order confirmation details, to allow us to process exchanges or refunds.

 

Faulty or Damaged Products

It’s not a regular occurrence, but if you do receive an item that is broken or damaged we want to fix things for you. To enable us to refund or replace your item[s] simply follow our returns procedures below.

 

Unwanted Products

When it comes to returning unwanted items, we have just one requirement; we must receive your returned order in the same condition as it was when dispatched. If this is not the case, or the item[s] appears to have been worn or used, it will be returned to you. As such, please try on any underwear or swimwear over your own underwear. For hygiene and safety reasons we are unable to accept toys, creams, lubricants, aphrodisiacs, tablets, oils and condoms if any seals are broken or shrink wrap has been removed. Unfortunately, you cannot return made to measure or custom items unless they are faulty.

 

Returns Procedure

When returning your order please follow all the steps below;

1.       Email us at info@fetchshop.co.uk to obtain an authorisation number. Once received we will contact you to confirm the return and provide your reference.

2.       Package your item securely and include a cover letter with your name, address, email address, contact number and original order number.

3.       Post your items back to us. We recommend using tracked delivery for your piece of mind.

Alternatively you are welcome to return items purchased online to our store in Clapham. To do this, please make sure to bring with you a copy of your order confirmation details, to allow us to process exchanges or refunds.

Refunds

Under the Consumer Contracts Regulations 2014 you are entitled to receive a refund within 14 days from the date we receive your returned items, using the same method of payment as the original transaction. You may also cancel or return your unwanted items for a refund within 14 days of receipt in accordance with the regulation. At FETCH we go even further and give you 30 days to obtain a full refund.

To qualify for a refund or replacement, you must;

1.       Return the item[s] to us in their original packaging with labels and security seals in place.

2.       Items can only be replaced where they are deemed to be faulty or damaged.

3.       Any basic postage cost is refundable. If you chose any other delivery option (DPD) then this is non – refundable unless the products are deemed faulty or damaged.

When it comes to returning unwanted items, we have just one requirement; we must receive your returned order in the same condition as it was when dispatched. If this is not the case, or the item[s] appears to have been worn or used, it will be returned to you. As such, please try on any underwear or swimwear over your own underwear. For hygiene and safety reasons we are unable to accept toys, creams, lubricants, aphrodisiacs, tablets, oils and condoms if any seals are broken or shrink wrap has been removed.


Replacements

If you have decided to allow us to replace a faulty or damaged item instead of having a refund, we will arrange for the replacement to be sent out via Royal Mail Signed For 2nd Class. Your replacement will be sent out once we have received your returned item[s] and are satisfied they are in the expected condition.

You should receive your replacement within 2-3 days.


Return your Items to Store

If it is more conveninent, you are welcome to return items purchased online to our store in Clapham. To do this, please make sure to bring with you a copy of your order confirmation details, to allow us to process exchanges or refunds. Any refund must be made onto the card from which your original purchase was made.


International Returns

If you live further afield than the UK and wish to return your item[s] then no problem. Again, just follow our returns procedure and we will advise you on how to proceed.

Please make sure that once we contact you;

1.       Your item[s] is posted back to us within 30 days. We recommend you obtain proof of postage.

2.       Obtain a receipt if you believe the item is faulty. That we can reimburse you.

Once we have the return with us we will arrange for a refund to be processed within 14 days. Your refund will show on your account within 3 to 5 working days, although some banks take longer.

Please Note; If you are returning an item[s] from outside the UK, we are unable to refund the cost of your delivery unless the item is found to be faulty.