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 18:00pm 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 18:00pm 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 14 days. Simply log in to your account to begin the returns process. If you checked out as a guest, complete a Returns Request online and await confirmation that your return has been authorised. Once your return has been approved you will need to send it back to using a tracked service for your peace of mind. Alternatively you are welcome to return items purchased online to our store in Clapham once the return has been authorised. To do this, please make sure to bring a copy of your returns authorisation along with the items you are returning. You can track the progress of your return all the way through to resolution by simply logging into your account or clicking on the Returns Request link at the bottom of the homepage.
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.
FETCH E-Gift Cards
Once purchased FETCH E-Gift Cards are non refundable and can only be redeemed against items available online. Any unspent balance remains on your card for a maximum period of two years.
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 sex 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. Due to the specific nature of the product face masks are not returnable under any circumstance.
Returns Procedure
When returning your order please follow all the steps below;
1. Login to your account and select the order from which you would like to make a return. If you checked out as a guest, please use the Returns Request link at the bottom of the homepage.
2. Select the items from your order you wish to return along with the reason for the return. We will review your request, taking into consideration the eligibility of the items and respond to your request within 24 hours.
3. Once your return has been authorised you can then choose how you wish to send it back to us. Package your item securely and include a copy of your returns authorisation so we can identify you when we receive the return.
4. Post your items back to us. We recommend using tracked delivery for your piece of mind. Return postage to us is at your expense. You are also welcome to return items purchased online to our store in Clapham. Remember to let us know how you are returning your items along with the tracking number by logging into your return request and updating the details.
5. Once your return has been received we will issue a refund or credit note based on your preference. These can take up to 7 working days to appear in your account. We will let you know through the returns portal when your retrurn has been completed. During Seasonal peaks (Christams and Sale periods) there can be occasional delays to returns processing, however these are all completed within 14 days of receipt.
We are happy to offer an exchange if the items are returned to our Clapham store in person.
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.
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.
The cost of shipping your order to you 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. Unfortunately, you cannot return made to measure or custom items unless they are faulty. Due to the specific nature of the product face masks are not returnable under any circumstance.
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 follow the returns process detailed above, then rather than selecting to post the items, simply pop them back in to us.
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 14 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.
