Refund policy
Returns & Refunds Policy
Last updated: 5 October 2026
At Farah ~ Zohra, we want you to be happy with your purchase. We understand that when shopping for clothing online, sizing and fit can sometimes be difficult to judge. This policy explains how returns, refunds, exchanges and order issues are handled.
Nothing in this policy affects your statutory rights under applicable UK consumer law.
Quick Summary
- You have 14 days from delivery to request a return
- Always contact us before sending anything back
- Items must be unworn, unwashed and with tags attached
- Always check the size chart before ordering
- Faulty or incorrect items? Contact us immediately with photos
- Refunds are issued to the original payment method
1. Your Right to Cancel
As a UK consumer purchasing goods online, you have a statutory right to cancel your order within 14 days of receiving the goods, without needing to provide a reason.
Where an order is delivered in multiple parcels, the 14-day cancellation period begins when you receive the final item in the order.
To exercise this right, please contact us within the applicable cancellation period. Once you have notified us, you will need to return the goods within the timeframe required by law.
2. How to Request a Return
Please contact us before sending any item back. Do not return items without contacting us first, and do not send items to any address unless we have specifically confirmed it.
When contacting us, please provide:
- Your full name
- Order number
- Product name and size
- Reason for the return
- Photographs if the item is damaged, faulty or incorrect
Email: farahzohralondon@gmail.com
Telephone: 07855 124222
We will respond with the appropriate return instructions.
3. Return Condition
Items being returned because you have changed your mind, selected the wrong size, or decided the item is not suitable must be returned in a condition that allows us to assess them appropriately. Please ensure clothing is returned:
- Unworn (trying on for fit is permitted)
- Unwashed
- Unaltered or untailored
- Free from stains, makeup, perfume, pet hair or other avoidable marks
- With original labels and tags still attached
- With original packaging where reasonably possible
You are permitted to handle goods to the extent reasonably necessary to establish their nature and fit. However, if goods are handled or used beyond what is reasonably necessary, applicable UK law may allow an appropriate deduction from your refund for any resulting diminished value. This does not remove your statutory cancellation rights.
4. Sizing — Please Check Before You Order
Clothing sizes vary between different garments, styles, cuts and suppliers. Please do not assume that your usual size will be correct for every product.
We strongly recommend checking the individual product size chart before placing your order. If no size chart is available, please contact us before ordering and we will do our best to provide sizing information.
Customers are responsible for selecting their size based on the measurements provided. We cannot guarantee fit based solely on a customer's usual size from another retailer.
5. Trying On Clothing
We understand customers need to try clothing on to determine fit. When doing so, please:
- Keep all labels and tags attached
- Try garments on over clean clothing where appropriate
- Avoid makeup, perfume, deodorant or other substances that could mark the garment
- Not wash, alter or tailor the garment
- Not wear the garment for an extended period before deciding
If an item is returned in a condition beyond what is reasonably necessary for inspection, applicable law may allow a deduction from the refund for diminished value.
6. Faulty or Damaged Items
If an item arrives faulty or damaged, or develops a fault that you believe is covered by your statutory rights, please contact us as soon as reasonably possible. Please provide:
- Your order number
- A description of the fault or damage
- Clear photographs or video showing the issue
- Photographs of the packaging if the item arrived damaged
Please retain the original packaging where possible until the matter is resolved. Depending on the circumstances and your statutory rights, you may be entitled to a repair, replacement, price reduction or refund.
7. Incorrect Items
If you receive an item different from the one you ordered, please contact us before returning it. Include your order number and photographs of the item received. Where we have supplied the wrong item, we will arrange an appropriate resolution in line with your statutory rights.
8. Missing Items
If an item appears to be missing from your order, please first check whether your order has been split into multiple deliveries — this can happen when products are fulfilled from different locations. If you believe an item is genuinely missing, please contact us with your order number and details of the missing product.
9. Refunds
Once a return has been received and assessed, we will process any refund that is due in accordance with applicable UK consumer law. Refunds will be issued to the original payment method unless another arrangement has been agreed with you in writing. We will not normally issue a refund to a different payment method.
Where the law permits a deduction because goods have been handled beyond what is reasonably necessary to inspect them, the applicable deduction may be taken from the refund amount.
10. Refund Timeframes
For statutory cancellations, refunds will be made within the timeframe required by applicable UK consumer law. We may wait until the goods have been returned, or until you provide evidence of postage, whichever occurs first.
Once processed, the time for funds to appear in your account will depend on your bank or card provider. If you believe a refund is overdue, please contact us.
11. Original Delivery Costs
Where you exercise a statutory cancellation right, applicable UK consumer law generally requires reimbursement of the basic delivery cost paid. As Farah ~ Zohra currently provides free delivery on all orders, there is no original standard delivery charge to reimburse.
12. Return Postage
Where you are returning an item because you have changed your mind or are exercising a statutory cancellation right, you will generally be responsible for the cost of return postage unless we have agreed otherwise.
Where an item is faulty, damaged, incorrect or otherwise does not conform to the contract, please contact us before returning it — we will advise on the appropriate return arrangements and will not require you to bear costs that applicable consumer law requires us to cover.
13. Exchanges
If you would like to exchange an item for a different size or product, please contact us before returning it. Exchanges are subject to stock availability. Because our products may come from different fulfilment locations, we cannot guarantee that a specific replacement size, colour or product will be available. Where an exchange is not possible, we will explain the available options. Your statutory rights remain unaffected.
14. Sale and Discounted Items
Sale, promotional and discounted items remain subject to your applicable statutory consumer rights. A reduced price does not remove your legal rights. If a sale item is faulty, incorrect or not as described, please contact us.
15. Items That Cannot Be Returned
Certain goods may be excluded from cancellation rights where a specific legal exception applies, such as personalised or customised items. Where such an exception applies to a product, we will provide the relevant information before or at the time of purchase. We will not apply a blanket exclusion to ordinary clothing where the law provides a statutory cancellation right.
16. Post-Delivery Damage
Farah ~ Zohra cannot accept responsibility for items damaged through misuse, accidental damage, improper washing, alteration or tailoring after delivery. Please follow the care instructions provided with your garment. If you believe an item has developed a genuine fault, please contact us before attempting to repair or alter it.
17. Contact Us
Please contact us before returning any item. This allows us to identify your order and provide the correct return instructions.
Farah ~ Zohra
Burnley, United Kingdom
Email: farahzohralondon@gmail.com
Telephone: 07855 124222
Please include your order number wherever possible.
Nothing in this Returns & Refunds Policy affects your statutory rights under applicable UK consumer law. Where the law gives you a right that cannot legally be excluded or restricted, that right will continue to apply regardless of anything stated in this policy.