Returns

You have 14 days from receiving your order to return the item to the boutique. We strongly recommend that you book your free returns pick-up within 7 days of receiving your order to ensure that it arrives back to the boutique in time. Please note that we can only collect returns from the same country to which your order was delivered.

To book a free returns pick-up:

  1. Sign in to Factory People and go to 'My Account';
  2. Under 'My purchases' click on the Product you would like to return, select the reason why and send.
  3. RMA number will be included in your account information for your reference once the return has been authorized and you will recieve an email.
  4. You are required to print the RMA slip attach to the outside of the parcel and save a copy of the air bill for your records.
  5. Drop off product /  parcel at the nearest shipping location for the specified company or request a pick up.
  6. If you have been provided with a Returns Invoice for Customs, please print two copies and enclose one inside the package and a signed copy on the outside of the package with the Air Way Bill - please do not seal the package until the dirver has officially arrived to pick up.

Please note: if you are returning multiple items, you will need to request a return collection for each item regardless if it is the same boutique. Each return can be processed the same as above in the my purchaes section of the site to arrange additional collections.

 

RETURNS POLICY

Returned items must conform to our returns policy:

  • Your returned item must arrive at the boutique no later than 14 days after you receive the order. After this time we cannot guarantee that the boutique will accept the order for refund;
  • We strongly recommend that you book your return pick-up within 7 days of receiving your order to ensure that it arrives at the boutique within 14 days. Please contact customer services if you have any queries relating to this;
  • Please note we can only collect returns from the same country to which your order was delivered. If you have returned an item from a country other than your delivery country, you might have to pay additional import duties. We strongly advise that you do not do this and instead use our free returns collection service;
  • Once your return has been received by the boutique and it complies with our returns policy, we will refund you by your original payment method;
  • We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags and before disposing of any original packaging;
  • Items must be returned unworn, unwashed, undamaged and unused with their original tags. Footwear and accessories must be returned in the original boxes provided and inside a protective shipping box;
  • If the item comes with a security tag this must be left on. If the security tag is removed then the returned item will not comply with the returns policy and will not be refunded;
  • Hosiery must be returned in its unopened packages and lingerie must only be tried on over your own lingerie garments;
  • We recommend that you return items in their original packaging to ensure the necessary protection when in transit;
  • Returned items will be refunded excluding the cost of shipping when using our free collections service;
  • We do not accept returns for earrings of any type (costume or fine jewellery), nor for any fine jewellery items

 

EXCHANGES - If you would like to exchange an item, you will need to return the original item and then place a new order. You will receive a full refund for the original item, according to our returns policy. 

REFUNDS - Once the boutique has received your item we will refund you by your original payment method. Payments can take up to 14 working days to process. Returned items will be refunded excluding the original cost of shipping.