We understand that when buying from the Internet customers can sometimes be disappointed with the goods when they arrive. For this reason, we will refund items posted back to us within seven days of receipt. Any goods returned must be received by us in the same condition and, as far as possible, in the same packaging in which they were sent to you. The refund will be made by cheque within 30 days of the goods being returned. The refund will be for the goods only and not include any postage costs.

For hygiene reasons, earrings and body jewellery can not be returned.

If you would like an exchange/alternative item, then please specify item code, size and colour (where applicable). Postage will be charged for sending the new products out to you, and when paid for by card the following charges will be made to cover processing costs: credit card 3%, debit card 50p.

For Wholesale customers only: If your original order was carriage free and your returns bring you under the £200 ex VAT carriage free bracket, the cost of postage (£6.50 + VAT) will be deducted from your refund. If your returns bring you below the £100 ex VAT minimum order, a restocking charge of 25% of the cost of the goods returned will be deducted from your refund.

Faulty Goods or Wrong Item

The customer must notify Fatlip within seven days of the date of delivery if any of the goods are faulty or are not as ordered. Items that we agree are faulty or not as ordered will be replaced at no charge. If an exact replacement is not possible a full refund will be made by cheque within 30 days of us receiving the returned items.

Fatlip will not accept for return items that have been damaged through misuse, neglect, accident or intent howsoever caused.

If you do not inform us within seven days, then we will have no liability for items said to be damaged/faulty/incorrect on delivery.

Damaged Deliveries

If a package arrives in a damaged condition, do not open it, but immediately ask the delivery firm to return the package, and please inform us.

Customers based outside the UK

Customers within the EU have nine days from the date of receipt to return unwanted or faulty goods. Customers in the rest of the world have 14 days from the date of receipt to return goods. If you do not inform us within the stated nine or fourteen days, then we will have no liability for goods said to be damaged/faulty/incorrect on delivery.

Refunds will be made by credit or debit card in Pounds Sterling. For returned goods that are not faulty and were correctly dispatched, the following charges will be made to cover processing costs: credit card 3%, debit card 50p.

If refunds cannot be made by credit or debit card, a foreign CHAPS payment in Pounds Sterling will be made directly to your bank account. For returned goods that are not faulty and were correctly dispatched, the customer will be responsible for all charges incurred by both Fatlip and themselves.

Returned Items

It is the customer’s responsibility to ensure that returned items are adequately packaged as replacements and refunds will only be made for jewellery that is received in good condition. We also suggest that you obtain a proof of postage certificate or use Recorded/Special Delivery when returning goods as we can't be held responsible for goods lost in transit to us. Always include proof of purchase (copy of invoice or receipt) and a completed returns form (available to download below).

Fatlip’s Returns Policy does not affect your UK statutory rights.