Refund policy

In line with your statutory rights, you have a 14-day ‘cooling off’ period, to cancel your order (the “contract of sale”, in legal-speak) for any reason (even if you just aren't feeling it any more). This starts on the day you receive the item(s) you've ordered. You’ll then need to post your returned items back to us within a further 14 days from the day you tell us you want to return it.

If we give you a postage label, it might have an expiry date on it. You'll need to post your items before this expiry date, or else you'll have to ask us for another label. This all needs to happen within that second 14-day window. (This bit does not affect your statutory rights as explained above — it's just a limitation of our contract with Royal Mail. But we'll make it work!)

Alternatively, we might ask you to arrange postage back to us yourself — but we'll tell you exactly what's going to happen when we accept your return. In these cases, you'll have to pay for postage yourself.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need to include the return packing slip that we send you, so that we can refund your purchase to the card you paid with.

To start a return, you can contact us at shop@fort.london.

If your return is accepted, we’ll send you a return postage label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. If you’re near the studio, we might also be able to arrange for you to drop the items off with us directly — but you’ll need to confirm this with us first.

You can always contact us for any return question at shop@fort.london.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Items you can’t return

Certain types of items cannot be returned, like custom products (such as special orders or personalised items). We also do not accept returns for FORT vouchers, which are non-refundable.

If you buy digital downloads from us, you are requesting that we immediately provide the content and services you’ve purchased to you, and so you forfeit your right to cancel your order. Digital downloads are always non-refundable as soon as you download them (including if we email it to you and it successfully arrives in your inbox).

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. We can't guarantee stock for exchanges, as we may have sold out of the new thing you want by the time we receive your return.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and credit the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at shop@fort.london with your order number and we’ll investigate for you.

What if my order is returned to sender?

If you aren't in when your order is delivered, the postal service may return your order to us. If this happens, we’ll treat it as though you had cancelled your order, and refund you.