Returns & Refunds
You have 30 days from delivery to return anything bought from Fern & Flint, for any reason. Here we lay out the conditions, the steps, who covers the cost, and when the money lands back with you.
- Return window
- 30 days from delivery
- Return shipping
- Our cost when something is faulty or not what you ordered. Yours when you simply change your mind.
- Refund time
- 3-10 business days after we receive the item
- Refund method
- The way you paid, the way it comes back.
1. Conditions
To be eligible for a return, items must be unused, in their original packaging, with all seals and labels intact. The return must be initiated within 30 days of delivery. Items that have been opened, used, or damaged due to customer mishandling are not eligible. For hygiene reasons, certain items such as opened personal care products cannot be returned.
2. Sending something back
- Submit a return request to [email protected] with your order number and reason for return.
- Receive an RMA return authorization and the return address within 2 business days.
- Pack the items securely in the original protective packaging, ensuring all seals are intact.
- Receive your refund within 3-10 business days after the returned item passes inspection.
3. Who pays return shipping
If the item is faulty, damaged, or simply not what you ordered, we cover the cost: we send a prepaid label or book a courier pickup. If you changed your mind, you pay for the return shipping. We take nothing else off the refund.
4. Refund timing and method
We issue the refund within 3 business days after inspection clears. For cash-on-delivery orders, the refund goes by bank transfer to an account you provide. Bank-transfer orders are refunded to the original account. The bank normally takes 1-5 business days to post it.
5. How each case is handled
| Situation | What we do | Cost to you |
|---|---|---|
| Damaged in transit | Replacement or full refund | None |
| Wrong item delivered | Correct item shipped, wrong one retrieved | None |
| Parcel lost | We resend the item or give a full refund once the courier trace is complete. | None |
| Faulty on arrival | Replacement or full refund | None |
| Changed your mind | You get the full item price back. | Return shipping only |
6. Exchanges
If you want a different size, variant, or product, go through the return process and place a fresh order. Once the returned item arrives, we refund it. If the mix-up was ours, the new order ships free.
7. Cancelling an order
You can cancel an order at no cost up to the moment it leaves us. Just write to [email protected] with the order number. Once it's dispatched, the return process takes over.
8. Questions about this policy
Reach us at [email protected] or +44 151 530 0676 during Mon-Thu 08:00-16:45, Fri 08:00-15:45, Sat 10:00-14:00. We respond to every request within one business day.
- Merchant
- Fern & Flint Trading Ltd.
- Registered address
- 14 Hardman Street, Liverpool, L1 9AX, United Kingdom
- [email protected]
- Phone
- +44 151 530 0676
- Working hours
- Mon-Thu 08:00-16:45, Fri 08:00-15:45, Sat 10:00-14:00
- Registration
- Company No. 17165346