Refund policy
Last updated: 15 January 2026
Your Rights
Under the Consumer Contracts Regulations 2014, you have the right to cancel your order and return unwanted items for a refund within 14 days of receiving your order. This does not affect your statutory rights under the Consumer Rights Act 2015.
Cancelling or Amending Your Order
Changed your mind? Contact us immediately at info@fetchshop.co.uk with your order details to give us the best chance of making amendments. We recommend you do this within 15 minutes of placing your order.
Once orders are sent to our warehouse we cannot stop them. If your order has already been processed, you will need to await delivery and then follow our returns process below.
For urgent queries, call 020 4539 8992 between 11am and 6pm, seven days a week.
Returns Process
We accept returns for unwanted items for up to 14 days from the day of delivery or the day the order becomes available for collection.
How to Return:
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Log in to your account at fetchshop.co.uk using the email address you used to place your order, or click the "Request A Return" link at the bottom of the homepage.
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Select the order and click "Request A Return". Tick the box beside each item you'd like to return and select a reason from the drop-down menu. Click "Request Return".
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Once we review and authorise your request (usually within 24 hours), we'll email you with next steps.
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Package your items securely and include a copy of your returns authorisation email. Failure to include a copy of this document or a handwritten alternative could incur an admin processing fee of £2.00 that will be deducted from any applicable refund.
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Post your items back to us using a tracked service (return postage is at your expense), or drop them off at our Clapham store in person.
Important: Your return must reach us within 14 days from the authorisation date. Items returned after this period will not be accepted and will be returned to you at your expense.
Return Conditions
To qualify for a refund or replacement, items must be returned in their original condition:
- Original packaging with all labels and security seals intact
- Unworn and unused
- Try on underwear or swimwear over your own underwear
Hygiene Restrictions: For health and safety reasons, we cannot accept returns of sex toys, creams, lubricants, aphrodisiacs, tablets, oils, or condoms if any seals are broken or shrink wrap has been removed. If you return these items with broken seals or removed packaging, they will not be eligible for a refund and can be returned to you at your expense. We will hold these items for 14 days before disposal.
Non-Returnable Items: Made to measure or custom items cannot be returned unless faulty.
Faulty or Damaged Products
If you receive a faulty or damaged item, please follow the returns process above and select "Faulty/Damaged" as your reason. Faulty items must be returned within 30 days of authorisation. We will arrange a replacement or full refund (including original shipping costs) once we receive and inspect the item.
Missing or Incomplete Orders
If your order has missing items or hasn't arrived within the timescales set out in our delivery options, please contact us immediately:
- Email: info@fetchshop.co.uk
- Phone: 020 4539 8992 (11am-6pm, seven days a week)
Refunds
Once we receive your returned items, we will process your refund within 14 days of receipt, as required by the Consumer Contracts Regulations 2014. Refunds will appear in your account within 3-5 working days after processing (some banks may take longer). During seasonal peaks (Christmas and sale periods), we aim to process all returns within 14 days of receipt.
You can choose to receive a refund or store credit. Refunds are issued using the same payment method as your original transaction.
Shipping costs are non-refundable unless the products are faulty or damaged.
Promotional Offers:
- Multi-buy offers (e.g., 3 for 2, Buy 1 Get 1 Half Price): If you return an item from a multi-buy, only a proportionate amount will be refunded based on the offer price.
- Free gift offers: If you received a free gift, it must also be returned for the return to be processed.
- Free shipping offers: If your order qualified for free shipping (orders over £150) and the return reduces your order value below £150, we will deduct the standard shipping fee from your refund.
Replacements
If you choose a replacement for a faulty or damaged item instead of a refund, we will send the replacement via Royal Mail Signed For 2nd Class once we receive and inspect your returned item. You should receive your replacement within 2-3 days.
In-Store Returns
You're welcome to return items purchased online to our Clapham store. Follow the online returns process above to obtain authorisation, then bring the items along with your returns authorisation email to the store.
We can offer exchanges for items returned in person at our Clapham store.
International Returns
If you're returning from outside the UK, please follow the returns process above. Once we authorise your return:
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Post your items back to us within 14 days using a tracked service. Keep your proof of postage.
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If the item is faulty, obtain a receipt for return postage so we can reimburse you.
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Once we receive your return, we'll process your refund within 14 days of receipt. Your refund will appear in your account within 3-5 working days after processing (some banks take longer).
Please note: We cannot refund delivery costs for international returns unless the item is faulty.
FETCH Gift Cards
Once purchased, FETCH Gift Cards are non-refundable and can only be redeemed against items available for purchase. Any unspent balance remains on your card for a maximum period of two years.
Company Information
Marginal Ltd T/A FETCH Arch 6 Voltaire Road, Clapham, London SW4 6DH Email: info@fetchshop.co.uk Phone: 020 4539 8992 (11am-6pm, seven days a week) Company Number: 11039629