Refund policy

Return requests are accepted within 14 days of receipt of the goods, provided that the items are unworn, unaltered, undamaged, free from make-up stains, pet hair or noticeable scents, and returned with all original tags attached.

Any item returned with make-up stains, noticeable scents or pet hair will not be eligible for a refund and will be sent back to the customer.

Returns within the UK are Free. Returns from outside of the UK need to be shipped at your own cost.

*Orders placed between 1 November and 20 December may be returned until 10 January of the following year.

 To return your order simply:

1. Contact us - Initiate your return by contacting us at info@sourfigs.com with your order number and reason for return.
2. Receive your return instructions - You will receive our email confirmation within 48 hours. For UK orders, this email will include a free return label. For international orders, it will include instructions on how to return your item(s)
   
3. Return - Send the item(s) you wish to return within 28 days of when the return request was confirmed by us, and retain your proof of postage.
   

Returns may take a few days to reach us. We always try to deal with returns as soon as they arrive. However, during sales periods, please allow up to 7 days for your package to be processed.

 

INTERNATIONAL RETURNS

Returns from outside of the UK need to be shipped at your own cost. We would recommend wrapping the order securely and lightly, and using a tracked service (eg, USPS for US returns). You can return the order without the original box which will lower the costs significantly. We recommend that you obtain proof of posting or insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage or loss until we receive them at our warehouse. 

For international returns please mark clearly "BRITISH RETURN GOODS - CLOTHING" as a description of contents on all paperwork provided by your chosen carrier. If this indication is not clearly stated, custom duty charges may be applied and the amount will be deducted from your merchandise refund. Use your original ORDER NUMBER as reference on your return shipping label and invoice.

REFUNDS

Please allow 5 working days from the date of receipt for returns to be inspected and processed.

Refunds will be issued on the cost at purchase price, excluding original shipping charges, back to the original method of payment. You will receive an email notification once your refund has been processed.

SWIMWEAR RETURNS

In the interests of both health and hygiene, please ensure all swimwear is tried on over your own underwear. Swimwear returns will not be accepted if hygiene stickers have been removed. 

We reserve the right to refuse returns if these conditions are not met. 

HANDBAG RETURNS

Please make sure to return handbags with tags still attached and all original packaging, including the dust bag and box.

ORDER CANCELLATION

We are happy to cancel any orders before they get processed with our warehouse. However, once they get synced, we are unable to guarantee cancellations during the sales period, due to the volume of orders being processed.

EXCHANGES

We are happy to offer exchanges for the same item, in an alternative size.

Full instructions are provided on the returns sheet, included with your order. Should you wish to receive a different style, please place a new order on our website and return the existing order for a refund.

Original shipping charges are non-refundable.

Please note during busy sale periods we are unable to offer exchanges.

RIGHT OF WITHDRAWAL (EU customers only)

This policy only applies to consumers purchasing from SOUR FIGS for delivery to an address in the European Union where the EU right of withdrawal applies. It supplements our general Returns Policy and does not restrict any mandatory consumer rights available under the law of your country.

You have the right to withdraw from your purchase without giving any reason. The withdrawal period expires 14 days after the day on which you, or a third party nominated by you other than the carrier, receives the goods. Where one order contains multiple items delivered separately, the withdrawal period begins when you receive the final item. If the final day falls on a non-working day in your country, the deadline is extended to the next working day.

After notifying us of your withdrawal, we will send you an acknowledgement by email without undue delay, and instructions on how to return your order(s). The acknowledgement will include the details of your request and the date and time on which it was submitted.

You must send the goods back without undue delay and no later than 28 days after the day on which you informed us of your decision to withdraw. Unless we state otherwise, you are responsible for the direct cost of returning goods when exercising your right of withdrawal.

Please allow up to 5 working days from the date of receipt for returns to be inspected and processed. Refunds will be issued without undue delay and no later than 14 days after after receiving the return, on the cost at purchase price back to the original method of payment. You will receive an email notification once your refund has been processed. 

To exercise your right of withdrawal, please submit your request using the contact form. In the form, please confirm your decision to withdraw, together with your order number and details of the item or items concerned. Alternatively, you may email info@sourfigs.com with a clear statement confirming your decision to withdraw, together with your order number and details of the item or items concerned.