SHIPPING & RETURNS
Our items are either made to order or ready to ship, please see each individual product page to find out if it is made to order or ready to ship, and for each individual processing time.
The processing time for made to order items is around 4 weeks before despatch, and for ready to ship items please allow 1-2 working days before despatch.
SHIPPING
We ship worldwide!
Our orders are currently sent with Royal Mail. We use a number of their services; special delivery tracked and insured (UK only), 1st class & 2nd class (UK only), international tracked and international standard. You can choose which service you would like at the checkout, and prices vary for each.
Prices are as follows:
UK SHIPPING
Royal Mail special delivery tracked and insured - £7.95
This service should get to you the next working day, is fully tracked and insured and you will receive a tracking number.
Royal Mail 1st class - £3.95-£4.95
This service has no tracking. Shipping time is 1-2 working days.
Royal Mail 2nd class - £2.95-£3.95
This service has no tracking. Shipping time is 3-4 working days.
USA SHIPPING
Royal Mail international tracked - £14.95-£21.95
This is a fully tracked service and you will receive a tracking number. Shipping time is 1-2 weeks but may take longer.
Royal Mail international standard - £9.95-£15.95
This service has no tracking. Shipping time is 1-2 weeks but may take longer.
AUSTRALIA SHIPPING
Royal Mail international tracked - £15.95-21.95
This is a fully tracked service and you will receive a tracking number. Shipping time is 2-3 weeks but may take longer.
Royal Mail international standard - £10.95-£16.95
This service has no tracking. Shipping time is 2-3 weeks but may take longer.
REST OF THE WORLD SHIPPING
Royal Mail international tracked - £15.95-£18.95
This is a fully tracked service and you will receive a tracking number. Shipping time is 1-2 weeks but may take longer.
Royal Mail international standard - £8.95-£12.95
This service has no tracking. Shipping time is 1-2 weeks but may take longer.
*PLEASE NOTE*
Shipping pricing varies depending on the weight and value of your order, for example corsets and dresses shipping will be more expensive than accessories.
If you select a service that has no tracking then we take no responsibility for any lost or delayed orders once shipped.
Shipping times stated above do not include the processing time for your order. Please check each individual product page to see whether it is made to order or ready to ship, and to check the individual processing time.
We do not ship orders on weekends or bank holidays, and Royal Mail does not deliver on Sundays or Bank Holidays.
For orders with multiple items, the shipping rule for the highest priced item will be used, for example, if ordering a corset and an accessory, the items will be packaged together and the corset shipping rule will apply.
Due to Covid-19 and Brexit, delivery times could be a little longer. If your parcel is delayed, please keep in mind that this is completely out of our control, and is as frustrating for us as it is for you!
If your parcel has not yet arrived 30 days after despatch, please email studio@fennualabelle.com.
Please note that if you selected a non tracked service then we are not responsible for any lost or delayed orders.
If you require your item to arrive by a specific date, please contact us before placing your order and we can see if we can help!
INTERNATIONAL ORDERS AND CUSTOMS TAXES
Please be aware that orders delivered from the UK to Europe may be subject to additional charges and custom duties due to Brexit. Items shipped from the UK to the US and other international countries are also subject to import duty. Any import taxes are charged when the parcel reaches the destination country, and payment of these charges is made by the purchaser. We do not accept any responsibility for any additional costs, and these may vary from country to country.
We have no control over these charges and have no way of finding out the prices and policies of each individual country. We advise you to contact your local customs if you have any questions related to customs taxes.
We will not accept returns or issue refunds on orders that were refused or not received due to unpaid import taxes.
If a parcel is not claimed by the customer and is returned to us, we can resend the parcel once the postage fee is paid again. This would be discussed with the customer individually. Each delivery incurs costs for us, so we are only able to resend parcels once. We do not accept any responsibility or offer refunds for parcels not claimed by the customer.
LATE DELIVERIES AND LOST ITEMS
Unfortunately, on rare occasions deliveries can be delayed or lost. If your order is delayed or lost, we can only investigate it if you selected a shipping service with tracking. This means that unfortunately, if you selected a shipping service with no tracking, then we take no responsibility for any lost or delayed orders, and there isn't much we can do to locate the item. Please keep this in mind when selecting your shipping service at the checkout.
If you selected a tracked shipping service, then we will do everything we can to get to the bottom of it and try and locate your parcel. Don't worry, the majority of orders are delivered with no problems, but if yours seems to be taking a while and you're getting worried, please use the tracking number provided in your despatch email. If you have any problems, please contact the delivery provider directly, as we are unable to provide any additional information for late deliveries.
If your parcel has not yet arrived 30 days after despatch, please email studio@fennualabelle.com. If your parcel has been lost, please contact us as soon as possible.
We do not accept any responsibility for delayed or lost deliveries.
CANCELLATIONS
If you changed your mind about your order, you have until 1 hour following the receipt of your order confirmation to cancel the order. If you wish to cancel your order please email studio@fennualabelle.com.
Once your order has been placed, we are unable to make any changes. If you are making a custom order, require custom sizing or would like any changes to be made to your order, please make sure to contact us before placing your order to discuss further.
Please note that custom sizing and customisations are only available for corsets and made to order items. Customisation and custom sizing is not available for ready to ship items.
Made to order items and custom orders cannot be returned, changed or cancelled.
RETURNS
As a small slow fashion brand, we want you to fall in love with anything you purchase from us. Please keep in mind that returns are extremely costly for us, which is why we have a strict returns policy and only accept returns under certain circumstances.
We do not accept returns or issue refunds for custom orders or custom sizing orders.
We do not accept returns or issue refunds for sale items, including sample sale pieces.
We do not accept returns or issue refunds for one-of-a-kind pieces.
We do not accept returns or issue refunds on orders that were refused, not received or sent back to us due to unpaid import taxes, or failure to be claimed by the customer.
If you need your order to arrive by a specific date, you must contact us prior to purchasing. Failure to read the processing times and information on the product pages does not qualify you for a refund.
Returns for made to order pieces are only accepted if there is a manufacturing fault with the garment. This does not include minor aesthetic imperfections. Please note that due to the nature of vintage textiles and handmade garments, some slight imperfections may be visible. If you believe your item to be faulty, we are so sorry! Please contact us with your order number and a description of the issue, as well as photos if you have any, and we will do our best to solve the issue.
Returns can be accepted for ready to ship pieces, however if you wish to exchange for a different size, we cannot guarantee that the size you want to exchange for will be in stock. We only produce small quantities of our ready to ship items, so please carefully read our size guide to ensure you select the correct size when purchasing. If you have any further questions regarding sizing please contact us before purchasing.
If you wish to make a return, please follow the following instructions:
Once you have received your order, you have 14 days to make a return. Please email studio@fennualabelle.com with your order number and the reason you would like to make the return.
Once authorised, the item(s) must be shipped back to us within 5 days. Any orders returned after this date will not be accepted. You must use a tracked post service and provide us with a tracking number and receipt of postage. The cost of postage for returns is the responsibility of the customer and original postage costs are not refunded. We do not accept responsibility for any returns lost in transit.
Returned items should be packaged in original unworn condition with the original labels and packaging. Any item(s) returned to us that have been worn, are damaged, or without original labels and in their original condition, will not be accepted for a refund and will be returned to the customer.
Returns will be processed within 7 working days of receipt of your returned item(s). Please note that refunds will incur a 10% return fee to cover our costs.
Please allow 3-5 days working days for your money to show up in your account. Any delays in your bank processing the refund is out of our control.
If you require an exchange, you must allow an additional 4 weeks from the receipt of your return for your new item to be manufactured, unless the item is a ready to ship piece. Please note that we cannot guarantee the availability for exchanges. Ready to ship items are produced in small quantities, so there is no guarantee that the size you want will be in stock. For made to order items, we cannot guarantee that there will be enough fabric available to make a new piece. This will be discussed further with you when you request your return/exchange.
INTERNATIONAL RETURNS
Please be aware that all customs taxes (refer to above) are not refunded for shipments being returned from outside the UK.
If you return an item from within the EU, you should be entitled to a VAT & Duty refund if you contact your local customs office with proof of return.
International returns shipments may be liable for customs duties, this is outside of our control. If an item is returned to us due to unpaid customs taxes by the purchaser, we will not issue a refund.
International returns customs documents MUST be labelled 'customer return to sender' to avoid incurring additional custom taxes. We do not accept responsibility for payment of these charges due to incorrect labelling of returns. It is the customer's responsibility to ensure that the package reaches us.