Refund policy

Return Policy

This Return Policy explains how returns and exchanges are handled for purchases made from Famzoa via Famzoa.com. It applies to orders shipped within the United Kingdom only.

1. Overview

If you are not completely satisfied with your purchase, you may request a return within 30 calendar days of delivery, subject to the conditions below.

  • We accept returns for both faulty/defective and non-defective items.
  • Returns are handled by mail only.
  • Approved returns receive a free prepaid return label (to download and print).
  • No restocking fees are charged.

2. Return Eligibility

To qualify for a return or exchange, all of the following conditions must be met:

  • The item must be new, unused, and undamaged.
  • The item must not be customised or personalised.
  • The item must be in its original packaging with all tags, labels, and accessories included.
  • The item must have been purchased directly from our official online store at Famzoa.com.
  • A return request must be submitted within 30 calendar days from the delivery date.
  • Returns must be sent using the official Famzoa prepaid return label provided after approval.

3. Reasons for Return

A. Change of Mind / Wrong Size

If you no longer want the item, or selected the wrong size or style, you may request a return within 30 days of delivery, provided the item meets all eligibility conditions above. For approved requests, we will issue a free prepaid return label and process the return once the item has been received and inspected.

B. Faulty or Damaged Items

If your item arrives damaged or faulty, please contact us within 30 days of receipt and provide:

  • Your order number,
  • A brief description of the issue,
  • Clear photos or video showing the fault or damage.

Once the issue is verified, we will provide a free prepaid return label and, after receiving and inspecting the product, arrange either a replacement or process a refund in line with our Refund Policy below.

C. Incorrect or Not as Described

If you receive the wrong item or the product does not match the description, please report this within 30 days of delivery. We will cover return shipping with a free prepaid label and will either:

  • Send a replacement, or
  • Process a refund in accordance with the Refund Policy.

D. Undelivered or Lost Orders

If your parcel has not arrived within 14 business days after the expected delivery date, please contact us so we can investigate with the carrier. If the shipment is confirmed as lost or undelivered, we will either:

  • Resend your order at no extra cost, or
  • Process a refund under the terms of our Refund Policy.

4. How to Request a Return

To start a return, please contact us at contact@famzoa.com or via our Contact Form with:

  • Your full name and contact details,
  • Your order number,
  • The item(s) you wish to return,
  • The reason for return,
  • Photos or video if the product is damaged, faulty, or incorrect.

Our team will usually respond within 24–48 hours with confirmation and return instructions. Items returned without prior authorisation may be refused.

5. Return Method & Address

All returns are made by mail using the prepaid label we provide. Once your return is approved, you will receive:

  • A downloadable, printable return label, and
  • Instructions on how and where to send your parcel, including the return address.

Return Address:

Apartment 9, Latitude,
155 Bromsgrove Street,
Birmingham,
England,
B5 6AB,
United Kingdom

Please do not send any items back without receiving our return instructions, as unapproved returns may not be processed.

6. Exchanges

We generally process exchanges as a return plus new order:

  • You return the original item using our free return label (subject to eligibility).
  • Once the return is received and approved, we issue a refund to your original payment method.
  • You may then place a new order for the preferred item, size, or colour.

Where stock allows, our support team may be able to arrange a direct replacement instead of a separate new order.

7. Non-Returnable or Refused Returns

We reserve the right to refuse returns in the following situations:

  • Items that are used, worn, damaged, or not in a resellable condition.
  • Items that are customised or personalised.
  • Items returned without original packaging, tags, or accessories.
  • Hygiene-sensitive garments (such as base layers, compression garments, underwear, or socks) that have been opened or show signs of wear.
  • Items returned without prior authorisation or outside the 30-day return window.

If a returned item does not meet these conditions, we may decline the refund and arrange to return the product to you.

Refund Policy

This Refund Policy explains how and when refunds are issued once a return or claim has been approved in accordance with our Return Policy.

1. Refund Amount

Approved refunds are issued to your original payment method for the value of the returned item(s). As all orders are shipped with free delivery, there are no initial shipping charges to refund.

2. Refund Processing Time

Once we receive and inspect your return, we aim to process your refund within 6 business days. You will receive an email notification once your refund has been approved and processed.

3. Late or Missing Refunds

If you have not received your refund after receiving our confirmation email, please:

  1. Check your bank account or card statement again.
  2. Contact your card issuer, as it may take some time before the refund is officially posted.
  3. Contact your bank, as processing times can vary.

If you have completed these steps and still have not received your refund, please contact us at contact@famzoa.com.

4. Refunds for Lost or Undelivered Orders

If an order is confirmed by the carrier as lost or undelivered (see our Shipping Policy for timing and conditions), we will either:

  • Resend your order free of charge, or
  • Issue a full refund to your original payment method.

5. Legal Rights

This policy is designed to comply with UK consumer law and does not affect your statutory rights as a consumer.

6. Contact Us

For any questions about returns or refunds, please contact us:

DBA: Famzoa

Contact Form: Here

Address: Apartment 9, Latitude, 155 Bromsgrove Street, Birmingham, England, B5 6AB, United Kingdom

Email: contact@famzoa.com

Phone: +44 7421 523548

Customer Support & Live Chat Hours:
Monday to Friday - 9 AM to 6 PM GMT

We respond to all enquiries within 24 hours.