Return policy

nfhlsz Return Policy: Fair, Flexible Returns for Your Curated Wardrobe

At nfhlsz, we want you to feel confident in every purchase—whether it’s a everyday essential, a special-occasion dress, or a tailored blazer. This Return Policy is designed to uphold your statutory rights under the UK Consumer Rights Act 2015 while catering to the unique needs of women’s fashion, from delicate fabrics to intimate apparel. We prioritize clarity, fairness, and garment integrity, ensuring returns are straightforward when you need them.

1. Core Return Rights & Timeframes

Your rights are at the forefront of our policy, with tailored windows for different purchase types:
  • Statutory Cooling-Off Period: For all standard collection items (non-custom, non-specialized), you have 14 calendar days from the date of delivery to change your mind—no explanation required. This "distance selling" right applies to online orders, and you’re entitled to a full refund (including standard delivery costs; premium delivery upgrades are non-refundable).
  • Quality & Fit Guarantee: If your item is faulty (e.g., unravelled stitching, fabric defects, broken fastenings), not as described (e.g., incorrect color, wrong style), or arrives damaged, you may return it within 30 calendar days of receipt. We cover all return postage costs for faulty items and offer a choice of full refund, exchange, or free repair (for minor issues like loose buttons).
  • Specialty  Items:
    • Intimate apparel, swimwear, and hosiery: Returnable only if the hygiene seal is intact (unless faulty). This complies with UK health and safety regulations to protect all customers.
    • Delicate fabrics (silk, lace, cashmere, chiffon): Eligible for return within 14 days if unworn and unwashed—we ask for extra care when handling these items to avoid snags or stains, as they’re more susceptible to damage.
    • Custom or personalized items (e.g., monogrammed pieces, made-to-measure dresses): Non-returnable unless faulty or not in line with your confirmed specifications. You have 7 calendar days from delivery to report discrepancies between your request and the received product.
    • Sale items: Eligible for return within 14 days if unused, unwashed, and in original condition—refunds are issued to your original payment method (sale discounts are retained; no upgrades to full-price exchanges).

2. Return Conditions: Protecting Quality for All

To ensure resaleability (for non-custom items) and uphold brand standards, we ask for reasonable conditions that respect both your needs and garment integrity:
  • Items must be unworn (except for brief, gentle fit checks) and unwashed, with no traces of makeup, perfume, deodorant, or lint. Minor creases from transit are acceptable—we do not reject returns for unavoidable packaging marks.
  • Original tags, branding (e.g., nfhlsz dust bags, care labels), and hygiene seals (for applicable items) must be intact. For tailored pieces, removable size tags should remain attached; cut or altered tags may affect eligibility.
  • Faulty items should be returned in their original packaging (where possible) to prevent further damage during transit. Please include a brief note describing the defect to help our team resolve the issue efficiently.
  • Delicate items returned must be packed carefully (we recommend reusing the original acid-free tissue paper and dust bag) to avoid damage en route—failure to do so may result in a partial refund if the item is damaged during return shipping.

3. The nfhlsz Return Process: Simple & Streamlined

We’ve simplified returns to minimize hassle, with clear steps for UK customers:
  1. Initiate Your Return: Contact our UK-based customer service team within the applicable timeframe. Reach out via email (nfhlsz@outlook.com) or phone (+44 20 7982 6413), including your order number, item name, return reason, and preferred resolution (refund/exchange). For faulty items, attach photos of the defect to speed up processing.
  1. Receive Your Return Label: We’ll email you a pre-paid, trackable return label within 24 hours (weekdays). For faulty items or orders over £150, return postage is free—no deductions from your refund. For change-of-mind returns under £150, a £3.95 flat return fee applies (deducted from your refund if using our pre-paid label).
  1. Package & Dispatch: Use the original packaging (or a secure, padded alternative) to protect the garment—this is especially important for delicate items. Attach the return label and dispatch within 7 days of receiving it—keep your proof of postage (tracking number) for peace of mind. We recommend insured post for high-value items (over £200), though this is not mandatory.
  1. Processing & Notification: Our team inspects returns within 3 working days of receipt. We’ll email you to confirm approval: refunds are processed immediately (funds appear in your account within 1–5 business days, depending on your bank), while exchanges are dispatched within 2 working days (we’ll notify you if your desired size/color is out of stock, offering a refund or store credit).

4. Refunds, Exchanges & Store Credit Details

We ensure your outcome is delivered with the same care as our garments:
  • Refunds: Issued to your original payment method (credit card, PayPal, etc.) within 3 working days of return approval. For orders with free standard delivery, the full order value is refunded—we never deduct basic delivery costs for change-of-mind returns.
  • Exchanges: Free of charge for UK orders, with no additional shipping fees. We prioritize exchanges for in-stock items to ensure you get your desired style quickly. If your size/color is unavailable, we’ll offer a full refund or store credit with a 15% bonus (valid for 12 months).
  • Store Credit: Issued as a digital voucher via email, valid for 12 months from the date of issue. It can be used for any purchase (standard, sale, or custom items) and balances can be checked via your account or by contacting customer service.
  • Gift Returns: Gift items may be returned for store credit (no refund to the original purchaser) if accompanied by a gift receipt or order number. We respect privacy—no contact is made with the gift giver unless requested.

5. Exceptions & Limitations

To comply with UK law and protect our brand integrity, the following exceptions apply:
  • Items damaged due to improper care (e.g., shrinkage from incorrect washing, snagged silk from rough use) are non-returnable—we provide detailed care instructions for each garment (including fabric-specific guidance) to help you maintain its quality.
  • Returns received after the applicable timeframe (e.g., 14 days for change-of-mind) may be rejected or offered store credit at our discretion.
  • Custom items with personalized details (e.g., monograms, unique prints) are non-returnable for change of mind—we confirm all custom specifications via email before production to avoid misunderstandings.
  • Hygiene-sealed items (intimates, swimwear) with broken seals are non-returnable unless faulty—this is a mandatory health and safety measure for all UK retailers.

6. Contact Our UK Returns Team

For return queries, assistance with initiating a return, or to follow up on a pending return:
  • UK Customer Service Phone: +44 20 7982 6413 (Mon–Fri, 9:00 AM–5:30 PM GMT; Sat, 10:00 AM–3:00 PM GMT)
  • UK Return Processing Address: nfhlsz Fashion Ltd, 19 Carnaby Street, Soho, London W1F 7QL, United Kingdom
  • Company Registration Number: 18923456 (UK Companies House Registered)