Refund policy

Made-to-Order items cannot be returned unless faulty. 

For all other items we have a 28-day return policy, which means you have 14 days after receiving your item to request a return and a further 14 days to return the unopened saleable items to us. 
 
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase. 

Customers must pay the postage for any returns (unless the items are faulty).  Please ensure you keep the proof of postage. 

To start a return, please contact us at shop@filia.org.uk.  
 
If your return is accepted, we’ll send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return questions at shop@filia.org.uk. 

Faulty items 
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right. 

Exceptions / non-returnable items 
Unfortunately, we cannot accept returns on sale items or gift cards. 

Exchanges 
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. 

Refunds 
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 

If more than 15 business days have passed since we’ve approved your return, please contact us at shop@filia.org.uk.