FAQ

Exchanges are currently available in the following regions: United States. Please note that if you choose to exchange an item, we are unable to ship the new item until the returned item is scanned into our warehouse. As a result, we cannot reserve exchange items in advance. If for any reason we cannot process your exchange, you will receive an email confirming that a refund has been issued to your original payment method. Refunds can take up to 5 working days to process and appear in your account.

We understand that sometimes things just don’t work out, and you may want to return or exchange an item. As long as your purchase was made from FTF online store and the item is in its original condition, you have up to 30 days to return it! What items can be returned? Products can be returned within 30 days of delivery (for online orders). Please note the following exceptions: Underwear & Swimwear: Cannot be returned for hygiene reasons. Socks: Can only be returned if they are sealed in their original packaging. Bottles: Are non-returnable due to hygiene reasons. Personalized Items: Cannot be returned. In the US and Canada, items discounted by 60% or more are considered Final Sale and are not eligible for returns, exchanges, refunds, or store credit. These will be marked as Final Sale on the product page and during checkout. This policy doesn’t affect your statutory rights. To receive a full refund, items must be returned unworn, unused, unwashed, and in the same condition as when you received them. If items are returned damaged, worn, or in an unsatisfactory condition, we cannot issue a refund. All returns are inspected upon receipt.

The time it takes for your return to be processed depends on how long it takes the courier to deliver the items back to us at our warehouse. To estimate the return timeline, please check HERE. Important Notes: Retain any proof of return postage receipts, as we may need to review them for your return query. Refunds are only issued to the original payment method used for the purchase. If you used a gift card for all or part of the payment, the refund will be applied to the gift card first. Refunds can take up to 7 days to process once we’ve received your returned items. Please note that it may take an additional 5 days for the refund to appear in your account.

Why Haven’t I Received My Refund? If you've returned your item but haven’t received your refund yet, we understand it’s frustrating. This can happen for several reasons: Depending on your location and the courier you used for the return, delivery times to our warehouse can range from a few days to approximately 30 days. How Can I Check the Status of My Return? First, we recommend checking the tracking for your return (if provided by your courier). Look for updates such as "Returned," "Delivered," "Returned to Warehouse," or similar. This means the item(s) has arrived at our warehouse, and our team will check and scan it within 7 days. Once processed, we’ll notify you via email to confirm your refund. After processing, it can take up to 5 days for your refund to appear in your account, depending on your bank. How Long Does It Take for Returns to Be Refunded? You can find specific return timeframes for your country on our How Do I Return My Items page. If your return tracking hasn’t updated within the expected timeframe, feel free to contact us! When reaching out, please include: Proof of return postage (e.g. a photo of your receipt) Your order number (e.g. #UK123456) Our team will get back to you as soon as possible!

The short answer is, no. Unfortunately, we cannot process combined returns at this time, so please send returns from different orders separately. Even if the returns are from the same order, they must be registered and returned separately to be processed correctly. Combining them in one package may cause issues with your refund, so we recommend packaging them individually. If you have already sent multiple returns in one package, please contact us, and we'll look into it for you. Be sure to keep any proof of return postage receipts, as we may need to review them as part of your return process.

We’re sorry to hear you’ve received a faulty item! There’s no need to return it to us at this stage. We can only assist if you purchased your item(s) directly from us. If you bought from a third-party retailer or reseller, please contact them directly. If you purchased from our official website, FTF.com, our Regent Street London store, or a FTF event/pop-up, please send us a message, and we’ll investigate the issue for you. Please include the following details when contacting our Customer Support Team: Your name and email address Order number (e.g. #UK123456) Item name/description (if known) Photos showing: The fault clearly A full-length photo of the item The FTF logo and label All claims for damaged or incorrect items must be submitted within 7 days of the delivery date. If you don't have your order number or receipt, a return will be at the store manager’s discretion, and may result in an exchange or a gift card. You’ll be entitled to a refund or exchange at the current price of the faulty item(s).