FAQs

Please always retain proof of postage with any method used

We’ve made it really easy to return your items with our online returns portal! Click here to access the Online Returns Portal where you can key in your order number and email address, select the items you wish to return and download your Returns Note.

*Make sure the printed Returns Note is included inside the box with your items. This is essential for processing the refund.

*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.

US RETURNS - US Customers can now return to a local address and save on postage! In order to do so, please follow the return instructions above. Please allow 2-3 weeks for US parcels to be processed and refunded.

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!

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.

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 care@finerylondon.com 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.

Not to worry, email us at care@finerylondon.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 in the "Have a voucher or promo code" box located to the right of the checkout page, to be redeemed against the purchase.

Royal Mail delivers from 8am to 5pm from Monday to Saturday. Unfortunately, we cannot provide an exact time slot so we do recommend that you choose an address where you or someone will be available during these hours. If you're having issues with your delivery, please see further below for advice.
 

A guide to Royal Mail tracking: 

What to do if you're having issues with your delivery:

If you were not at at the shipping address when Royal Mail tried to deliver, they will leave the parcel with a neighbour or send it to your nearest Royal Mail post office. If so, they will leave a calling card with additional instructions as to where the parcel was left. 

* Please note customers may only claim an undelivered / lost order within 60 days from the day the order was placed. Finery is unable to replace or issue a refund for undelivered orders that haven't been notified to our Customer Care Team within 60 days. 

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 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.

At this time there is no offline store location - finerylondon.com is our flagship! However, you may be happy to note that some of our pieces are available in some John Lewis branches: London - Oxford Street, Westfield - White City. 

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 practiced.

• 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.  

Please note that in the event of you making a purchase using both Finery Notes and an alternative payment method, it's Finery policy to reimburse the full amount of Finery Notes spent before refunding any of the outstanding balance via other payment methods used.

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.

If you don’t have access to a printer at home, we kindly advise downloading the Returns Note to print at work, or sending it to a friend who has access to a printer and doesn’t mind helping you out. Please remember internet cafes and libraries also offer printing services if needed. If none of those options are available to you, please contact us at care@finerylondon.com and we will work with you to find a solution.

Absolutely! If you need to make another return just access the Online Returns Portal by entering your order number and email address. A link will appear under the button to show that you have a return set up for that order. Follow the link to choose the remaining items in your order. Once that’s done, just print the new Returns Note and include it inside the box with your items.

The same refund process applies across all payment methods:  Finery Notes, debit/credit card, PayPal. Once return is processed, a refund is subsequently initiated. Finery Notes will be credited to your account immediately (it can take up to five days for a cash refund to reach your account, however). 

Please note that in the event of you making a purchase using both Finery Notes and an alternative payment method, it's Finery policy to reimburse the full amount of Finery Notes spent before refunding any of the outstanding balance via other payment methods used.
 

No worries! You will be able to create and print your Returns Note in our Online Returns Portal. Simply key in your order number and email address, select the items you wish to return and download your Returns Note.

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. 

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.

Finery Notes are a form of store credit which you can use to pay for orders on our website. You can earn Finery Notes if you're a Fine Society member or we might gift some to you at some point or another!

To check your balance, log into your account and click on "Hello" at the top right-hand corner of any page. You can then click on "Spend your Finery Notes" to the left of the page.

To use your Finery Notes, simply get to the check out stage and your credit should automatically be deducted from your total. If you wish to keep them for another time, just untick "Use available Finery Notes" to the right of the check out page.

Please note that we treat Finery Notes as a form of currency so your order confirmation will state the total order value rather than what you were actually charged. It is also important to remember that in the event of you making a purchase using both Finery Notes and an alternative payment method, it's Finery policy to reimburse the full amount of Finery Notes spent before refunding any of the outstanding balance via other payment methods used. Finery Notes cannot be redeemed for cash.
 

Unfortunately you need to be logged into your account to earn Finery Notes and make use of all the other benefits of Fine Society membership.

Sorry, we’re unable to combine spending made using different customer accounts.

Finery Notes are linked to a specific account and cannot be transferred.

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 favorite 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.

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.

1. Choose your favorite 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. 

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. 

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.

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.

Please contact Klarna directly for all queries regarding payment due date.

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.

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.

Have a look at our Shippings page for details on our UK and international shipping fees and delivery times.

Orders shipped to the United Kingdom are delivered by Royal Mail 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 Royal Mail website directly or contact our Customer Care team for guidance.

Orders shipped to all other countries are delivered by wnDirect from Monday to Friday, excluding local public holidays. Once we've sent you the tracking code, you can track your parcel on the wnDirect 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. 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.

Please email the new address to care@finerylondon.com at the earliest and we'll see what we can do.

If you’ve received an incorrect item or an item is missing from your order, contact us at care@finerylondon.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.

If you don't see your country listed here, drop us an email at care@finerylondon.com and we'll make sure you're the first to know if and when we start shipping there!

If there’s a fault with an item you’ve received within 1 year, please return it to us along with the delivery note included with your delivery. Contact at us at care@finerylondon.com to flag the issue, we'll look into it promptly and refund you the full purchase price and any delivery costs incurred if appropriate. These amounts vary from country to country and will be refunded to the card you originally used to pay for your order. This guarantee is in addition to, and does not affect, your statutory rights.

For more details on how to return your faulty items, please see the Returns section of the FAQs.

All our jewellery is nickel free and manufactured to fully comply with UK and EU regulations.

We're so sorry if you're having problems with our website. Please contact us at care@finerylondon.com 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

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.

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).

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 and also contributes each spend towards Fine Society membership.

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 or to count those purchases towards Fine Society membership.

You can pay using any of the following methods:

• Visa and MasterCard credit cards

• Visa Debit, Visa Electron, Maestro, Solo and Mastercard debit cards

• PayPal

• Klarna: Pay After Delivery

• Finery Notes

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.

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.

For shipments to the rest of Europe, Canada, United States, Australia, New Zealand and Hong Kong, duties and taxes are covered by Finery so you will not be required to pay any additional charges to receive your order.

Please note that customs duties for orders to Norway and Switzerland are unpaid so you may be charged for these; charges vary and must be paid by the recipient of the parcel.

Sorry, at the moment we only accept orders placed online. Let us know if you're having issues by emailing us at care@finerylondon.com, we'll work with our IT team to get you browsing the collection in no time!