How do I return an item?
- Go to "My returns" on Your account, and select the right order from your orders list.
- Select the products you would like to return and the quantity for each article.
- Print out the return form and place it in your returns parcel.
- Send back your parcel with your pre-paid DHL label to our warehouse. Your return will be processed within 10 working days from when they arrive back to our warehouse.
How do I arrange a DHL pick-up ?
Most post offices in the UK also act as DHL drop-off points, where you can leave the parcel to be returned to us. You can also call DHL directly on 0844 248 0844. Just say "advisor" to speak to a person directly. You will find the DHL account number under "Payer acct" in your pre-paid label if needed. If you have any issues setting up a pick-up, don't hesitate to contact us and we will be happy to help you through the process.
All you need to know about returns
- What are the return fees?
For a UK delivery: you will receive a pre-paid DHL label in your parcel. Please use it to send back your products.
- How quickly will I be refunded?
Your return will be processed within 10 working days from when they arrive back to our warehouse. If you have paid by credit card or Paypal: Once the refund has been processed any funds due should appear on your bank statement within 2-4 working days.
- What packaging should I return the item in?
Goods must be returned in their original packaging. They must be brand new (not worn or washed), intact and include any accessories they came with, such as notices, labels, etc. We reserve the right to refuse to refund the returned item if the product is not intact and in the right condition to be put back on sale.
- Can I return any item sold on Envie de Fraise?
For hygiene and health reasons, underwear items can only be returned if we mistakenly send you a product that does not match your order. In this case, they must be returned to us unopened in their original packaging.