Returns &
refunds

The short version

Here's the honest summary, without the small print:

• If we got it wrong — damaged, misprinted, faulty, or the wrong item — you get a free replacement or a full refund. Send a photo within 30 days. You usually keep the original.
• If a parcel is lost in transit — free replacement or refund, claimed within 30 days of the estimated delivery date.
• Wrong size? One free exchange, 30 days, both markets.
• Changed your mind? UK and EU customers have a statutory 14-day right to cancel. US customers, see the section below.
• Nothing goes back without a return authorisation. Email us first.

If we got it wrong

This is the part we cover without argument, in both markets, at our expense.

What's covered

• Print is cracked, faded, smudged, off-centre beyond tolerance, or the wrong design
• Garment arrives with holes, stains, broken stitching or a faulty zip
• You received the wrong product, wrong colour or wrong size relative to what you ordered
• The parcel was damaged in transit
• The parcel was lost in transit

How to claim

1. Email us within 30 days of delivery — or, for a lost parcel, within 30 days of the estimated delivery date.
2. Include your order number and clear, well-lit photos of the problem. Photograph the item flat, plus a close-up of the fault.
3. If the same fault affects several items, include one photo showing all affected items together in a single frame — it lets us approve the whole lot at once.
4. We confirm within one business day and either remake it or refund — your choice.

Miss the 30-day window and we can't always resolve it the same way. We'll still look at it — but one email inside 30 days protects you completely.

What counts as normal, not a fault

Garments and printed graphics have physical characteristics that aren't faults. Being upfront about them saves us both a disappointing email:

• Print placement varies by up to ± ½ in (1.3 cm) from the stated position. Each piece is aligned individually.
• Garment measurements vary by up to ± ½ in (1.3 cm) — standard apparel tolerance. See the size guide.
• Colour on screen vs colour on fabric. Screens are backlit, cotton isn't. Small differences are expected, and the same ink reads slightly differently on different garment colours.
• Faint marks around the graphic on dark garments when new. These lift on the first cold wash.
• Slight texture or fibre showing through the print on heavyweight or fleece fabrics.
• Minor variation between embroidered pieces — embroidery is stitched thread, so no two runs are identical.

If you're not sure whether what you're looking at is a fault, send the photo anyway. We'd rather look and tell you it's fine than have you assume.

UK & EU: your 14-day right to cancel

If you're a consumer in the UK, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you a cooling-off period. It's a legal right, you don't need a reason, and we honour it in full.

• You have 14 days from the day you receive the goods to tell us you're cancelling. If your order arrives in several parcels, the clock runs from the last item.
• Once you've told us, you have a further 14 days to send the goods back.
• We refund within 14 days of receiving the goods back, or of your proof of postage — whichever is sooner.
• Your refund includes the standard outbound delivery charge. If you chose express, we refund the standard rate.
• Return postage is at your cost under this right, unless the item is faulty or not as described.
• You may handle the goods as you would in a shop. Go further and reduce their value, and we may deduct a proportionate amount.

How to cancel

Email hello@feelthisway.com with your order number and a clear statement that you're cancelling. A plain email is enough. We'll acknowledge it in writing and send you the UK return address.

UK: faulty or misdescribed goods

Separate from the cooling-off right, the Consumer Rights Act 2015 requires goods to be of satisfactory quality, fit for purpose and as described. If they aren't:

• Within 30 days of delivery — short-term right to reject and get a full refund.
• After 30 days, within six months — repair or replacement. If that fails, a refund, which may be reduced to reflect use.
• Return postage on faulty goods is always on us.

Nothing in this policy limits your statutory rights.

United States: returns & exchanges

There's no federal law requiring US retailers to accept change-of-mind returns, so what follows is our promise rather than a statutory right. We've kept it simple:

• 30 days from delivery to request a return on unworn, unwashed pieces with tags attached.
• One free size exchange per order. We cover return postage on that exchange.
• For other change-of-mind returns, return postage is at your cost and original shipping isn't refunded.
• Faulty, damaged or incorrect items: full refund or free replacement, all postage on us.
• Sales tax collected is refunded along with the item price where applicable.

What we can't take back

• Items that have been worn, washed, altered or had their tags removed — unless faulty
• Returns requested more than 30 days after delivery
• Sticker packs once opened, for hygiene reasons
• Gift cards
• Items marked final sale at the time of purchase — this never affects rights over faulty goods
• Free gifts, which must come back alongside the paid item if you're refunding the order that earned them

Items arriving back smelling of smoke, perfume or detergent, or covered in pet hair, count as worn.

How to return something

This applies to change-of-mind returns, exchanges, and any faulty item we've asked you to send back. Fault claims usually need photos, not postage — see above.

1. Email us at hello@feelthisway.com with your order number and whether you want a refund or replacement.
2. We issue a return authorisation and the correct return address for your market, usually within one business day.
3. Pack it properly and put the authorisation number inside.
4. Send it tracked and keep proof of postage. Until it reaches us, a lost return is hard for either of us to prove.
5. We inspect and process within 3 business days of arrival.

Refunds — how and when

• Refunds go to the original payment method. We can't refund a different card, account or person.
• UK cooling-off: within 14 days of us receiving the goods or your proof of postage, whichever is sooner.
• Fault and lost-parcel claims: processed within 1–2 business days of approval. No return needed.
• Your bank then takes 3–10 business days to show it. That part is out of our hands.
• You'll get an email the moment we issue it. If our email says done and your statement disagrees, the delay is at the bank.

Partial refunds

We may reduce a refund where an item has been handled beyond what's needed to check it — worn out of the house, washed, or returned heavily marked. We'll always tell you why, in writing, before we do it.

Gifts

Received an FTW item as a gift? We can arrange a replacement or store credit directly with you. Refunds to the original payment method can only go back to whoever paid.

You'll need the order number from the packing slip. If you don't have it, the purchaser's name and email is usually enough for us to find it.

If you're not happy with the outcome

Tell us first. Most disputes are a misunderstanding and we'd rather fix it than watch it escalate. Email hello@feelthisway.com marked "Complaint" and a named person responds within five business days.

UK customers: if we can't resolve it between us, you may be able to refer the matter to an alternative dispute resolution provider, and you retain the right to go to court. Nothing here affects your statutory rights.

US customers: please raise it with us before filing a chargeback. Chargebacks opened without contacting us usually reach the same outcome, months later.

Contact

Email hello@feelthisway.com. We reply within one business day, Monday to Friday.

Feel This Way Ltd
[REGISTERED OFFICE ADDRESS]
Registered in England & Wales, company number [COMPANY NO.]