Refund policy

This page explains how to cancel an order, how to send an item back and how refunds work. It does not affect your legal rights.

30 days to change your mind

You can cancel your order for any reason within 30 days, starting the day after it is delivered. That is longer than the 14 days the law gives you. If your order arrives in more than one parcel, the 30 days start the day after the last parcel arrives.

You can also cancel at any time before your order arrives. If it hasn’t been sent yet, we cancel it and refund you. Once it has been sent, we can’t stop the parcel: it will still be delivered to you, and you then send it back as explained below.

How to cancel and return an item

1. Tell us that you want to cancel. Email us at support@apparelforwoman.com with your order number and the items you are cancelling. You can also use the cancellation form at the bottom of this page, but you don’t have to: any clear message that you want to cancel is enough.
2. We’ll reply to confirm.
3. If your order has already been sent, send the items back to our return address below within 14 days of telling us. This also applies if you cancel while your order is still on its way. If it only arrives after those 14 days, send it back as soon as it arrives.
4. Keep your proof of postage until your refund arrives.

Return address

FW APPAREL – Returns
Op de Driessen 26
6104 AW Koningsbosch
NETHERLANDS

Please only send returns to this address. Your order is sent to you by our supplier, so the sender address on your parcel is not our return address.

Return postage

You pay the cost of sending items back to us, unless an item is faulty, damaged or not what you ordered (see ‘Faulty, damaged or incorrect items’ below). Our return address is in the Netherlands, so you will need an international postage service from the UK. We recommend a tracked service, so that you can follow your parcel and show us that you sent it.

Because your return goes from the UK to the Netherlands, it needs a customs declaration. You can fill it in at the Post Office, or online when you buy your postage. Choose ‘Returned goods’ as the reason for sending, describe each item (for example ‘women’s knitted jumper’), give the price you paid and add your order number. If you’re not sure what to fill in, email us and we’ll help.

Condition of returned items

You are welcome to try items on as you would in a shop, to check the size, fit and look. Please don’t wear, wash or alter them. Leave the original tags attached and pack them carefully, so they reach us in the condition you received them. You are only responsible for any loss in value caused by handling an item more than you would need to in a shop.

Your refund

• We refund the price you paid for the items you cancel. Delivery is free on every order, so there is no delivery charge to refund.
• If you cancel before your order has been sent, we refund you within 14 days of the day you tell us.
• If your order has already been sent, we refund you within 14 days of the day your return reaches us or, if earlier, the day you send us proof that you have sent it back.
• We refund you using the same payment method you used to pay, unless you agree otherwise. There is no charge for the refund.
• Your bank or card provider may take a few more days to show the money in your account.

Exchanges

We don’t offer direct exchanges. If you’d like a different size or colour, cancel and return the item for a refund, and place a new order.

Faulty, damaged or incorrect items

If an item is faulty, damaged or not what you ordered, please email us at support@apparelforwoman.com as soon as you can. Include your order number and, if possible, a photo. This is separate from your 30 days to change your mind.

Under the Consumer Rights Act 2015, the goods you buy must be of satisfactory quality, fit for purpose and as described. If they are not:

• Within 30 days of delivery, you can reject the item and get a full refund. You can also choose a repair or replacement instead.
• After 30 days, you can ask us to repair or replace the item. If the repair or replacement doesn’t solve the problem, or isn’t possible, you can ask for a price reduction or reject the item for a refund.
• Within 6 months of delivery, a fault is assumed to have been there when the item was delivered, unless we can show otherwise. If you reject an item in this period after a repair or replacement, you get a full refund with no deduction for use.
• We cover the reasonable cost of returning a faulty, damaged or incorrect item, and the postage for any repair or replacement.
• When you are entitled to a refund for a faulty item, we refund you within 14 days of agreeing that you are entitled to one.

Normal wear and tear, and damage caused after delivery by an accident or by not following the care label, are not faults.

These are your rights against us, the seller, even though your order is sent by our supplier.

For free, independent advice about your rights, you can contact Citizens Advice (England and Wales) or Consumer Advice Scotland.

FW APPAREL · Op de Driessen 26, 6104 AW Koningsbosch, the Netherlands · KvK 42163292 · VAT NL005548336B67

Cancellation form

You can use this form to cancel your order, but you don’t have to. An email that clearly says you want to cancel works just as well. Copy the text below into an email to support@apparelforwoman.com, or print it and post it to our return address.

To: FW APPAREL, Op de Driessen 26, 6104 AW Koningsbosch, the Netherlands, support@apparelforwoman.com

I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods:

Order number:

Ordered on (*) / received on (*):

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

(*) Delete as appropriate.