At FABLUX UK, we are committed to ensuring your satisfaction with every purchase. If your item(s) are missing, defective, or not as described, please follow the guidelines below.
Returns / Missing Items
If you have any issues with your order, including missing items, defective products, or items not as described, please follow these steps:
- Contact Us: Email us at care@fablux.co.uk to report the issue.
- Request a Returns Authorisation: Before returning any item, you must request a “Returns Authorisation” (RMA). Returning items without an RMA will result in the package being returned to you.
Required Information for RMA Request:
- Valid Order Number
- A valid reason for returning the item (details below)
You must notify us of any missing, incorrectly received, or unwanted items within 30 days.
Return Process:
- All goods returned to FABLUX UK are assessed by our specialist team.
- You will receive an email notification once we have received your returned item, along with the approval or rejection of your refund.
Misdescribed Items:
- If your item(s) have been misdescribed, you may return them, but you must notify us within 7 days of receipt.
Size Issues:
- There is no refund or return for size issues. Please check the size chart before buying the product.
Unboxing Video:
- Please take a full unboxing video when you receive the package. This will be helpful if you need to claim regarding the package or item. Ensure the video is continuous, without cuts or edits, and recorded under proper lighting.
Late or Missing Refunds:
- If you haven’t received a refund yet, please check your bank account again.
- Contact your credit card company; it may take some time before your refund is officially posted.
- Contact your bank; there is often some processing time before a refund is posted.
- If you have done all of this and still have not received your refund, please contact us at care@fablux.co.uk.
Return Shipping Costs:
- If you cannot use our Freepost address or choose to return the defective product using your own delivery method, we will refund up to £2.99 of the costs incurred by you upon receipt of proof of the carriage costs.
- Unwanted items must be returned unopened, in a saleable condition, complete with their original packaging and accessories. All return costs, and risk of loss or damage in transit shall be borne by the buyer.
- International returns must be sent via your local postal service. We will refund up to £2.99 of the costs incurred by you upon receipt of proof of the carriage costs.
Shipping Charges:
- Shipping charges are non-refundable. We only refund the product amount.
Missing Items Claim:
- To arrange a claim for your missing items, we must allow a full 28 days from the date of dispatch for the delivery of the goods. After this period, we can arrange to refund or resend the items as required.
Additional Policies:
- Change of Delivery Address: For change of delivery address requests, please email us. We can change the address at any time upon request via email only.
- Delivery Time Exceeded: If delivery time has exceeded the forecasted time, please contact us so that we can investigate.
- Tracking Notifications: Upon dispatch, customers will receive a tracking link to follow the progress of their shipment based on the latest updates from the shipping provider.
- Parcels Damaged in Transit: If you find a parcel damaged in transit, if possible, please reject the parcel from the courier and contact our customer service. If the parcel has been delivered without you being present, please contact customer service with photos and videos of the damaged product, along with the packaging and label, for next steps.
For any further assistance, please visit our Contact Us page. Thank you for shopping with FABLUX UK.