Most Frequent Questions
How do you return an item?
Please always retain proof of postage with any method used
We’ve made it really easy to return your items! Click here to access the Prepaid Return Label for the UK orders.
You can also reprint UK & International Returns Form here.
*Please retain a proof of postage receipt until you’ve been credited for your return. Finery is not responsible for items lost in transit.
*For hygiene reasons we are unable to accept swimwear returns if the hygiene sticker and packaging has been removed, unless they are faulty or unfit for purpose.
INTERNATIONAL RETURNS - Any charges incurred for returning goods back to us for refund are the responsibility of the customer. Orders can be returned to the address below:
Haslemere Business Centre
Please make sure you write on the parcel “British Returned Goods”.
What is Pay After Delivery and how does it work?
Pay after Delivery is a payment method Finery is pleased to offer in conjunction with Klarna. Finery and Klarna’s vision is to simplify the buying experience with an easy and quick checkout which allows customers to pay for their orders in full up to 30 days later or split the cost into 3 interest-free monthly instalments. Customers are now able to try on their new Finery at home, make a return and only pay for what they've kept!
If you choose the Pay After Delivery option at checkout, Klarna will email you an invoice with payment instructions as soon as your order has been shipped. You then have 30 days to settle the payment with Klarna with a credit card or bank transfer. For further information, please click here.
Finery also offers the option of paying by Clearpay. Choose Clearpay at checkout and pay in 4 interest-free instalments - make your first payment on purchase and the rest over 6 weeks.
Have you received my return?
Please contact your chosen courier to track your return. If you have not received your refund within 10 days of returning your order, send proof of postage to firstname.lastname@example.org and a member of the team will look into it for you. Please note that we are unable to assist you if you have not retained proof of postage.
Returns via Royal Mail: Returns usually take 2 to 5 working days (depending on the courier) to reach Finery and we then aim to process them within 4 working days of the date of receipt. In the meantime, track your parcel by clicking on the link:
Click here for Royal Mail: Use the 13 digit "Barcode" reference on your Post Office receipt to track your return, e.g. BZ395173030GB.
I forgot to enter the promo code you sent me, what do I do?
Not to worry, email us at email@example.com once you've received your Finery to confirm which items you're keeping and we can then apply the discount retrospectively.
Please note that the promo code needs to be entered on the cart or in the "Have a voucher or promo code" box located to the right of the checkout page, to be redeemed against the purchase.
Are your clothes and shoes true to size?
We’ve worked hard to ensure that our clothes and shoes fit true to size. Unless there is a note under the "Fit" tab advising otherwise, we recommend that you choose your usual size. If you're between garment sizes, we would invite you to select the smaller of the two.
For further sizing information, you can consult our detailed Size Guide which can be accessed on each product page.
The item I want is sold out. Is it coming back?
The way we source our fabrics and produce our collections means that some of our items are only available in small quantities and may therefore be sold out. Please note that the majority of our pieces are limited edition and will not be returning in the future.
Are your garments manufactured ethically?
We know you care about where your clothes come from, and that good business practice is what you expect of us. We’re proud to say that we’re uncompromising in our commitment to nurturing long-term relationships with suppliers who treat their workers fairly. It’s the company-wide mission to work alongside our global supply chain in safeguarding and improving the working conditions and rights of the workers in the factories that supply our products. We’ve therefore adopted the Ethical Trading Initiative (ETI) base code, which states the following key principles:
Employment is freely chosen.
Freedom of association and the right to collective bargaining are respected.
Working conditions are safe and hygienic.
Child labour shall not be used.
Living wages are paid.
Working hours are not excessive.
No discrimination is practised.
Regular employment is provided.
No harsh or inhumane treatment is allowed.
We’ll continue to work with our suppliers and strive to meet the provisions set out by the ETI so you can always wear your Finery with confidence.
Pay After Delivery
What’s your return policy?
We’re not happy unless you’re 100% happy with your Finery purchase. Need to return something? Please remember the three golden rules:
• Return items within 28 days: Return your order within 28 days of the date you receive your order. We cannot accept returns beyond this time frame and will return them to you.
• Return items in the condition you received them: All items need to be returned unworn, unwashed and undamaged. Shoes must be tried on indoors and be returned in their original box where applicable. All returns will be inspected upon receipt and any item in unsuitable condition will be sent back to you. We're unable to accept returns on earrings for hygiene reasons, or swimwear if the hygiene sticker and packaging has been removed.
• Keep the tags on: All Finery items have a tag attached. This tag must be kept on if you want to return the item. If you return an item without the original tag attached, the return will be sent back to you. For hygiene reasons we do not offer refunds on pierced jewellery, or swimwear if the hygiene sticker and packaging has been removed, unless they are faulty or unfit for purpose.
Please note that this returns policy is valid on all orders, whether purchased at full price or at Final Call price.
Find out how to return your Finery by clicking here.
I’ve made a partial return but want to return the remaining item/s. Can I go through Online Returns again?
Absolutely! If you need to make another return just download new UK & International Returns Form here. Click here to access the Prepaid Return Label for the UK orders.
What if I don't have a delivery note?
No worries! If you don't have a delivery note, you can download new UK & International Delivery Note/Returns Form here.
Can I use alternative packaging?
Please note that all customers are welcome to use alternative packaging to their convenience. While we want to make sure your Finery is delivered in the best conditions, you may send items back using simpler packaging, as long as the items are protected in transit.
What's your return policy on sale items?
We’re not happy unless you’re 100% happy with your Finery purchase so we offer returns on all items, whether you bought them at full price or at Final Call price. Click here to view the full policy.
What is Pay After Delivery?
Pay after Delivery is a new payment method Finery is pleased to offer in conjunction with Klarna. Finery and Klarna’s vision is to simplify the buying experience with an easy and quick checkout which allows customers to pay for their orders up to 14 days later. Customers are now able to try on their new Finery at home, make a return and only pay for what they've kept!
HOW IT WORKS
1. Choose your favourite Finery styles
2. Try the styles hassle-free in the comfort of your home and return whatever doesn't suit you
3. Keep what you love and pay for it up to 14 days from order date, interest-free
For further information, please click here.
How does Pay After Delivery work?
If you choose the Pay After Delivery option at checkout, Klarna will email you an invoice with payment instructions as soon as your order has been shipped. You then have 14 days to settle the payment with Klarna with a credit card or bank transfer.
For further information, please click here.
How do I make a payment after delivery?
Once your Finery order is confirmed, Klarna will send you an invoice via email with a link to pay for the order. Please remember to make the payment within the due date specified on the invoice. For further information, please click here.
I did not receive an email with my payment information?
If you’ve chosen the “Pay after delivery” option and haven’t received any emails from Klarna, please check your spam folder or contact Klarna directly.
Have you received my payment?
Once Klarna has received your payment, they will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, please contact Klarna Customer Service with a proof of payment.
Can I postpone my payment due date?
Please contact Klarna directly for all queries regarding payment due date.
What should I do if I want to cancel my order?
Please email customer service to request cancellation. If your order hasn't been dispatched we should be able to help. If you choose Pay After Delivery and decide to cancel your order, your Klarna invoice will be automatically cancelled and no payment will be due.
What happens to the invoice once I've returned the goods?
Once your return has been processed by Finery, Klarna will send you an email with an updated invoice for the remaining amount to be paid by the due date. Please note that in the case the full order is returned, customers are still responsible for paying the shipping fee, if initially applied to the order. For all free shipping, fully returned orders, the invoice will be automatically cancelled and the customer will no longer be liable for any payments.
If your return is processed after the Klarna payment due date, we kindly advise you to pay the invoice and the amount will be reimbursed immediately as soon as the return has been processed.
Delivery & Tracking Orders
What are my shipping options?
Have a look at our Shippings page for details on our UK and international shipping fees and delivery times.
Which delivery company do you use?
Orders shipped to the United Kingdom are delivered by DPD from Monday to Saturday between 8am and 5pm, excluding local public holidays. Once we've sent you the tracking code, you can track your parcel from 9am the next day on the DPD website directly or contact our Customer Care team for guidance.
Orders shipped to all other countries are delivered by Royal Mail from Monday to Friday, excluding local public holidays. Once we've sent you the tracking code, you can track your parcel on the Royal Mail website directly or contact our Customer Care team for guidance.
While we do give your contact details to our courier partners, they may not be able to call you on arrival so please ensure you provide a delivery address where the shipment can be received during business hours and signed by you. They will try to deliver your order once and if unsuccessful, will they will then leave a calling card with instructions on where to pick up your parcel.
How do I change my delivery address?
We're unable to change the shipping address on orders once they have been processed, but please email the new address to firstname.lastname@example.org at the earliest and we'll see what we can do.
What if there is an incorrect item or an item missing from my order?
If you’ve received an incorrect item or an item is missing from your order, contact us at email@example.com with details of the error. Please remember to include your order number within your message so we can resolve the problem as quickly as possible.
Why don't you ship to my country?
If you don't see your country listed here, drop us an email at firstname.lastname@example.org and we'll make sure you're the first to know if and when we start shipping there!
The item I ordered is faulty, what do I do?
If there’s a fault with an item you’ve received, contact at us at email@example.com to flag the issue and we'll look into it promptly.
For more details on how to return your faulty items, please see the Returns section of the FAQs.
Is your jewellery nickel free?
All our jewellery is nickel free and manufactured to fully comply with UK and EU regulations.
Ordering from Finery
I am having problems accessing or buying from your website. What should I do?
We're so sorry if you're having problems with our website. Please contact us at firstname.lastname@example.org with the below information - we'll work with our IT team to get you browsing the collection in no time!
Which operating system operating system you are using (e.g. Windows Vista, Mac OS X)
Which internet browser you are using (e.g. Internet Explorer 8, Firefox, Safari, Chrome)
The URL you were trying to access (e.g. https://www.finerylondon.com/uk/myaccount)
A description of the problem and what time it occurred
If you get an error message, please include it in your message to us
Can I amend or cancel my order once I've confirmed it?
Unfortunately, once you’ve placed your order you can no longer amend it. Please email customer service to request cancellation. If your order hasn't been dispatched we should be able to help. Should you decide to cancel your order, we will refund you within 3 to 5 business days, dependent on your payment method and/or card issuer.
You can also easily return any unwanted items to us for a full refund - click here for more information.
I have received a promo code from you, how do I redeem it?
Enter your promo code in the "Have a voucher or promo code" box located to the right of the checkout page. Please note that promo codes are only valid on full price items (unless stated otherwise).
Do I need to create a Finery account to place an order?
No, you don't need to create an account to purchase on our website. However, creating an account (by providing an email address and creating a password) allows you to use express checkout in the future.
If you don't create an account now you can create an account at a later stage, though please note that we’re not able to add your previous purchases to the order history in your account.
How can I pay on your site?
You can pay using any of the following methods:
Visa and MasterCard credit cards
Visa Debit, Visa Electron, Maestro, Solo and Mastercard debit cards
Klarna: Pay After Delivery
When is payment taken from my card?
As soon as you place your order, we will immediately contact your bank or card issuer for authorisation to take payment from your account. If there is a query with the payment, either your card issuer or our Customer Care team will contact you.
Will I be charged VAT?
All prices displayed on our UK website include UK Value Added Tax (VAT). If shipping outside of the EU, the prices do not include UK VAT but your order may be subject to local duties.
Do I have to pay import duties or taxes for orders outside the UK?
Orders may be subject to import duties and taxes imposed by the destination country; any additional charges for customs clearance must be paid by the customer. Please click here for further details.
Can I place my order over the phone?
Sorry, at the moment we only accept orders placed online. Let us know if you're having issues by emailing us at email@example.com, we'll work with our IT team to get you browsing the collection in no time!