Refund policy

Thank you for shopping at forever22.shop.

We hope that you are satisfied with your purchase. However, we understand that you may occasionally need to return an item. This Return and Refund Policy explains your cancellation rights, return eligibility, return procedure and how refunds are processed.

This policy applies to purchases made directly through forever22.shop. It does not limit or exclude any mandatory rights available to you under applicable consumer law.

1. Your Right to Cancel

If you are a consumer purchasing online, you generally have the right to cancel your order without giving a reason.

You must notify us of your decision to cancel within 14 days from the day after you, or a person nominated by you, receives the goods.

If an order contains multiple items delivered separately, the cancellation period begins on the day after you receive the final item from that order.

After notifying us that you wish to cancel, you must return the relevant goods within a further 14 days.

To exercise your right to cancel, contact us at:

Email: info@forever22.shop
Telephone: +44 7755410909

Your cancellation notice should clearly state that you wish to cancel your order. Please include:

• Your full name;

• Your order number;

• The email address used to place the order;

• The item or items you wish to return;

• The date on which the order was received.

You may also use the cancellation form provided at the end of this policy, although using that form is not compulsory.

2. Return Eligibility

Subject to your statutory rights, an item returned because you have changed your mind should normally be:

• Returned within the applicable return period;

• Unworn, except for reasonable fitting and inspection;

• Unwashed;

• Free from stains, marks, odours, make-up, perfume, deodorant or other signs of use;

• Returned with its original labels and tags attached where reasonably possible;

• Returned with any accessories or other components supplied with it;

• Packaged carefully to prevent damage during transit.

You are permitted to inspect and try on an item in the same way that you reasonably could in a physical shop.

You are responsible for any reduction in the value of an item caused by handling it beyond what is reasonably necessary to establish its nature, characteristics and fit. Where permitted by law, we may make an appropriate deduction from the refund to reflect this reduction in value.

Missing or damaged packaging will not automatically remove your statutory cancellation rights. However, we ask that you return the original packaging where reasonably possible because it can help protect the item during transit.

3. How to Request a Return

Before sending an item back, please notify us by email at info@forever22.shop.

Use the subject line:

Return Request – Order [your order number]

In your email, please provide:

• Your name;

• Your order number;

• The item or items you wish to return;

• The reason for the return, if you wish to provide one;

• Whether the item is unwanted, incorrect, damaged or faulty;

• Photographs of any damage or fault, where available.

You are not required to provide a reason when exercising your statutory right to cancel. Photographs may help us assess a damaged, incorrect or faulty item more quickly, but they do not replace or restrict your statutory rights.

We will provide the relevant return instructions after receiving your request.

4. Return Address

Unless we provide a different return address in writing, returns should be sent to:

forever22.shop
FLAT 5, MERLIN COURT
66A GURNELL GROVE
LONDON
United Kingdom

Please contact us before sending your return so that we can provide the correct instructions and identify the returned parcel.

A return remains your responsibility until it reaches us. We strongly recommend using a tracked postal or courier service and keeping your receipt and tracking information as proof of return.

Please do not send returns on a cash-on-delivery basis. We may be unable to accept parcels that require an additional payment upon delivery.

5. Return Shipping Costs

If you are returning an item because you changed your mind, ordered the wrong size or no longer want it, you are responsible for the direct cost of returning the item to us.

Original shipping charges are treated separately under the section titled “Original Delivery Charges”.

If the item is faulty, damaged when delivered, materially different from its description or not the item you ordered, please contact us before returning it. Where required by law, we will reimburse reasonable return costs or provide another appropriate return method.

We will not normally reimburse premium, express or unusually expensive return methods unless we authorised the method in advance or the cost was reasonably necessary.

International customers are responsible for correctly completing any customs documentation required for a return. Where applicable, the parcel should be clearly identified as returned goods. We are not responsible for delays caused by incomplete or inaccurate customs documentation.

6. Items That Cannot Usually Be Returned

The statutory right to cancel may not apply to certain categories of goods, including:

• Goods made to your specifications or clearly personalised for you;

• Sealed goods that are not suitable for return for health or hygiene reasons once their seal has been broken;

• Sealed underwear or similar hygiene-sensitive products after the protective seal has been removed;

• Goods that have been inseparably mixed with other items after delivery.

An exclusion applies only where permitted by applicable law.

If an excluded item is faulty, damaged, not as described or incorrect, you may still have legal rights. Please contact us so that we can review the issue.

7. Sale and Promotional Items

Items purchased during a sale, with a promotional code or at a discounted price are subject to the same statutory cancellation and faulty-goods rights as full-price items.

A reduced price does not remove your legal rights.

If an item was discounted specifically because of a defect that was clearly disclosed before purchase, you may not be entitled to claim a remedy for that particular disclosed defect. This does not affect your rights regarding any other undisclosed problem.

8. Damaged, Faulty, Incorrect or Not-as-Described Items

Please inspect your order as soon as reasonably possible after delivery.

Contact us at info@forever22.shop if:

• The item arrived damaged;

• The item is faulty;

• You received the wrong item;

• An item is missing from your order;

• The item is materially different from its description.

Please include your order number and a description of the issue. Photographs of the item, packaging and shipping label may help us investigate more efficiently.

Goods supplied to UK consumers must be of satisfactory quality, fit for their intended purpose and as described.

Where applicable under UK law, you may have a short-term right to reject faulty goods and receive a refund, generally within 30 days of delivery. After that period, you may be entitled to a repair or replacement and, in certain circumstances, a price reduction or refund.

If a fault is discovered within the first six months, the law may presume that the fault existed when the item was delivered unless it can be shown otherwise.

Nothing in this policy limits your statutory rights regarding faulty, damaged, incorrect or misdescribed goods.

9. Exchanges

We do not guarantee direct exchanges because product availability can change.

If you require a different size, colour or style, please contact us at info@forever22.shop. Where a direct exchange is unavailable, you may return the eligible item in accordance with this policy and place a new order for the preferred item.

A replacement order is subject to current availability and pricing. We cannot reserve an item until a new order has been successfully placed.

This exchange procedure does not affect your statutory rights.

10. Refund Processing

Once we receive your return, we will inspect it and process the refund where the return is eligible.

For cancellations made under your statutory cancellation right, we will issue the refund without undue delay and no later than 14 days after:

• The day on which we receive the returned goods; or

• If earlier, the day on which you provide satisfactory evidence that the goods have been sent back.

We may withhold the refund until we receive the goods or you provide evidence that they have been returned, whichever occurs first.

Refunds will normally be made to the same payment method used for the original transaction unless you expressly agree to another method.

We will not charge a refund administration or restocking fee for a return made within your statutory cancellation rights.

After we issue a refund, your bank, card issuer or payment provider may require additional time to display it in your account. These processing times are controlled by the relevant payment provider and may vary.

11. Original Delivery Charges

When you cancel an entire eligible order within the statutory cancellation period, we will refund the original basic or standard delivery charge you paid.

If you selected a more expensive delivery option, such as express or premium delivery, we are not required to refund the additional amount above the cost of our least expensive standard delivery option.

If you return only part of an order, the original delivery charge may not be refundable where that delivery charge would have been payable for the items you kept.

This section does not affect your rights where goods are faulty, damaged, incorrect or not as described.

12. Partial Refunds and Deductions

Where permitted by law, we may reduce a refund to reflect a loss in value caused by unnecessary handling.

Examples may include:

• Wearing an item for longer than required to check its fit;

• Washing, altering or damaging an item;

• Returning an item with stains, strong odours or other signs of use;

• Removing hygiene seals from products that cannot be returned once unsealed;

• Failing to return accessories or components supplied with the item.

Any deduction will be reasonable and based on the actual reduction in the item’s value. We will not make a deduction merely because you opened the packaging or tried on clothing in a reasonable manner.

13. Refused and Uncollected Deliveries

Refusing a parcel or failing to collect it does not always provide us with enough information to identify the return or understand your intention to cancel.

You should still contact us at info@forever22.shop to clearly notify us that you wish to cancel the order.

If a parcel is returned to us because the delivery address supplied at checkout was incorrect, incomplete or inaccessible, additional delivery charges may apply if you request redelivery. Any deduction or charge will be subject to applicable law.

14. Cancelling an Order Before Dispatch

If you wish to cancel or change an order before it has been dispatched, contact us as soon as possible at info@forever22.shop.

We will try to accommodate your request, but we cannot guarantee that an order can be changed or stopped once processing has begun.

If the order has already been dispatched, you may exercise your applicable return and cancellation rights after delivery.

15. Late or Missing Refunds

If you have been notified that a refund was issued but have not received it:

1. Check the payment account used for the order;

2. Contact your bank, card issuer or payment provider, as processing may take additional time;

3. If the refund still does not appear, contact us at info@forever22.shop.

Please include your order number and the date on which you were notified of the refund.

16. Gifts

If an item was purchased by another person and sent to you as a gift, any refund will normally be issued to the original payment method used by the purchaser.

We may require proof of purchase before processing a return. This may include the order confirmation, order number or other reasonable evidence that the item was purchased from forever22.shop.

17. International Customers

Consumer rights vary between countries and regions.

This policy describes the general return process used by forever22.shop and includes rights relevant to UK consumers. If the mandatory consumer laws in your country provide more favourable rights, those mandatory rights will apply.

International return shipping, customs procedures and delivery times may vary depending on the customer’s location.

Unless an item is faulty, damaged, incorrect or not as described—or applicable law states otherwise—the customer is responsible for international return shipping costs.

18. Contact Information

For questions about returns, cancellations, refunds or faulty products, contact us at:

Company/Brand Name: forever22.shop
Email: info@forever22.shop
Telephone: +44 7755410909
Address: FLAT 5, MERLIN COURT, 66A GURNELL GROVE, LONDON, United Kingdom

19. Model Cancellation Form

Complete and send this form only if you wish to cancel your contract. You may send the information by email or post.

To:
forever22.shop
FLAT 5, MERLIN COURT
66A GURNELL GROVE
LONDON
United Kingdom
Email: info@forever22.shop

I/We hereby give notice that I/We cancel my/our contract of sale for the following goods:

Description of goods:

Order number:

Ordered on:

Received on:

Name of customer(s):

Address of customer(s):

Signature of customer(s):

(Required only if this form is submitted on paper.)

Date: