Order Damaged, Lost, Missing Items & Postage

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Once your order has been despatched, you can:

  • Advise us that an item arrived damaged and arrange a replacement or a refund 
  • Inform us of missing orders and arrange a replacement or a refund
  • Inform us of items missing from orders and arrange a replacement or a refund
  • Manage product returns
  • Request a postage charge refund

Order not received

We normally expect to despatch orders fulfilled by Feelunique within one working day. For orders fulfilled by our Concession Brands please view the despatch and delivery timescales on the specific product page. Please click here for further information.

Items may arrive in separate packages if you have placed an order containing items fulfilled by Feelunique and one of our Concession Brands.

Additionally, due to strict postal weight restrictions, some orders will need to be sent in more than one package.

These packages may arrive at different times. To check if your order has been sent in more than one package please click here.

Please click here for delivery timescales. If your order is outside of expected delivery timescales you can inform us via Self-Service. Please follow these simple steps:

  • Click on ‘Welcome (Sign in)’ at the top left of our homepage and login to your account

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  • Click on the order that is delayed
  • Select ‘Package was lost-in-post' from the ‘Self-Service Options’ drop down box

  • Select which method of resolution you would like
  • Click on ‘Submit'

A confirmation email will be sent to confirm your order has been replaced or refunded.

Missing Items

You can inform us about missing items from your order via Self-Service. Please follow these simple steps:

  • Click on ‘Welcome (Sign in)’ at the top left of our homepage and login to your account as shown above
  • Click on ‘My Orders’ as shown above
  • Click on the order that has missing items
  • Select ‘I would like to report missing items' from the ‘Self-Service Options’ drop down box

  • Please then select the item that is missing and which method of resolution you would like

  • Click on ‘Submit'

A confirmation email will be sent to confirm your order has been replaced or refunded.

Damaged Item

Unfortunately packages are occasionally damaged by the postal service. With Self-Service you can choose to return the package for a replacement or a refund.

If you are happy to keep the damaged item we are more than willing to give you compensation this can be requested via Self-Service.

  • Click on ‘Welcome (Sign in)’ at the top left of our homepage and login to your account as shown above
  • Click on ‘My Orders
  • Click on the order that is damaged
  • Select 'This order contained damaged items'

  • You will be directed to the page to select the damaged item and what method of resolve you would like to choose

  • Click on 'Register your claim now'

An email confirmation will be sent to confirm your order has been replaced or refunded.

Refund Postage

If you paid for postage and your order arrives outside our delivery timescales are more than willing to refund the postage. Please follow these simple steps:

  • Click on ‘Welcome (Sign in)’ at the top left of our homepage and login to your account as shown above
  • Click on ‘My Orders
  • Click on the order that is delayed
  • Select 'Request shipping charge refund' from the ‘Self-Service Options’ drop down box

  •  Please then select which method of resolution you would like

  • Click on Submit

A confirmation email will be sent to confirm your postage has been refunded.

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To view all the ways to contact us and our opening hours please click here.