Return & Refunds Policy - (FENLO FORM)

Returns & Refunds Policy

Fenlo Form is an online-only retailer. At Fenlo Form, we want you to be completely satisfied with your purchase. If you're not happy for any reason, we're here to help.

Quick Summary

• Shipping timeframes begin after dispatch, not at the time of purchase.
• You have a 100-day return window from your delivery date. Choose either a full refund (excluding shipping) or store credit.
• Faulty or incorrect items receive a full refund, including shipping.
• Refunds are processed within 5-7 business days after we receive your return.
• Please do not ship returns using "receiver pays," "COD," or similar methods — any return sent this way will be refused or disqualified from a refund.

Order Tracking

All orders ship with tracking. A tracking number is sent to the email address you provided at checkout, typically within 24-48 business hours after dispatch. If you don't see it, please check your spam or junk folder.

Return Window

You have 100 days from the delivery date to request a return for any reason. Returns are processed at our Canadian facility. To start a return, email us at info@fenloform.com with your order number and reason for return. We'll respond within 24 hours with return authorization and instructions.

Our Errors — We Cover Everything

If we made a mistake, we take full responsibility. This includes cases where you received the wrong item, the item is defective or damaged, or the item is missing parts or accessories. In these cases we provide a full refund covering both item cost and original shipping, with immediate resolution and no inspection delay. For defective items, you may be able to keep or donate the item rather than return it. Please contact us within 7 days of delivery if you receive a faulty or incorrect item.

Return Shipping Costs

Returns sent with shipping marked "collect," "cash on delivery (COD)," or payable by the receiver will be refused. If such a return is accepted, any shipping charges will be deducted from your refund; if those charges exceed the refundable amount, no refund will be issued.

If we made an error, we cover the full refund. If you changed your mind, you're responsible for return shipping costs — we recommend tracked shipping for your protection. Original outbound shipping is not refunded unless the item was faulty or incorrect.

Return Requirements

Items must be unworn, unwashed, unused, and undamaged, with all original tags attached, in original packaging where possible, and free of makeup, deodorant, perfume, or stains. If an item doesn't meet these conditions, we'll contact you before making any decision, send photos showing the issue, and work with you toward a resolution.

Non-Returnable Items

For hygiene and safety reasons, lingerie and underwear, swimwear with a broken hygiene seal, and items marked "FINAL SALE" at time of purchase are final sale. Even final sale items can be returned if they are faulty or damaged.

Processing Timeline

After you email us for return authorization, we respond within 24 hours. Once you ship your return to our Canadian address, it typically takes 1-2 business days for us to receive it, 5-7 business days to process your refund or store credit, and 3-5 additional business days (bank dependent) for funds to appear in your account. Most returns are fully processed within about two weeks of shipping. If it's been longer than 15 business days since you shipped your return, contact us at info@fenloform.com.

Exchanges

To get a different size or item: request a return for your original item, place a new order for the item you want, and once we receive your return we'll process your chosen refund method. Pro tip: choosing store credit gets you a 10% bonus toward your new order.

Damaged in Transit

If your item arrives damaged due to shipping, take photos of the packaging and damage and email us at info@fenloform.com within 48 hours. We'll send a replacement immediately or provide a full refund including shipping. You don't need to return damaged items — we'll handle the claim with the carrier.

International Returns

The same 100-day return window applies to international customers. Return shipping goes to our Canada address above, and you're responsible for return shipping costs unless the issue was our error. We cannot refund VAT/GST — please contact your local tax authority to reclaim if eligible.

Lost or Stolen Packages

All outbound orders include tracking. If a package is marked delivered but you didn't receive it, contact us within 7 days and we'll work with you on a replacement or refund depending on the situation. For returns, please use tracked shipping and keep your tracking receipt until your return is confirmed — we cannot refund returns lost in transit without tracking proof.

Refund Details

For faulty or incorrect items (our error), we refund the full item price, original shipping cost, and return shipping cost (reimbursed or via a prepaid label). For change-of-mind returns, we refund the full item price, but original shipping and return shipping costs are not covered. All refunds are issued to your original payment method and cannot be sent to a different card or account.

Contact Us

Email info@fenloform.com for returns and refunds; we respond within 24 hours. Business hours are Monday-Friday, 9:00 AM - 5:00 PM EST.

About Fenlo Form

We're an online-only retailer with no physical stores or showrooms. Products ship from fulfillment centers in Turkey, China, and Vietnam. We don't process returns on statutory holidays, and processing times may be extended during major sale periods — we'll always notify you of any delays.