Returns Policy

• It is important to us that you are happy with your Ellie Wells Website purchase. If you are not entirely happy with your purchase, you have 14 days from your date of purchase, to return your item to us.
• All items must be returned unused and in a fully resalable condition, with swing tags attached if possible. Please take care not to damage, scratch or mark any items, particularly Homeware, delicate and leather items when examining them.
• All items, particularly Homeware, delicate and leather items, should be wrapped carefully, in their original protective packaging where possible, to prevent damage during return shipping. French Connection does not accept responsibility for any damage to which occurs during return shipping.
• French Connection reserves the right to deduct amounts from refunds, up to the full value, where unwanted items show signs of use or unreasonable handling and are deemed not to be resalable.
• You will receive a confirmation email once your return has been processed. Please allow up to 10 working days for your refund to be processed, although note that this may increase during busy periods, such as sale periods.
• We will endeavour to process refunds as quickly as possible, however, please allow up to 14 working days for refunds to appear in your account. Refunds will be credited to the original method of payment. Web orders originally paid with Paypal that are returned to store are sent by the stores to our warehouse to be processed, as Paypal is not available in store. Please allow 20 works days for these refunds to appear in your account.

I THINK SOMETHING MAYBE WRONG WITH MY ARTWORK

• All pieces of art are well packaged and checked for damage or flaws before being prepared for posting. We also do our best to honestly describe all our art work and have multiple images depicting each piece on our site. If your item is faulty, has been damaged in transit, or is not as described, you have 30 days from delivery to return your item and receive a full refund.

RETURNING ITEMS BY POST

• Please send all returns to the following address:
  
  Returns
  Ellie Wells
  XXXXX XXXX
  Caerphillly
  Caerphilly
  CFXX XXX
  
  
• Please include a handwritten notice with your name, contact number, reason for the return.
• Unfortunately, you will need to cover all costs of returning any items to us yourself.
• We strongly recommend that you return any items via a registered trackable service and obtain and retain proof of posting as we do not accept responsibility for items that fail to arrive with us.

RETURNING ITEMS THAT QUALIFY FOR FREE RETURNS

• We offer free delivery and/or free returns, on a promotional basis, from time to time, when you spend £50 or more in one order.
• Our free delivery and/or free promotional returns offers exclude Homeware and Gift Cards and only apply to:
  • standard deliveries made to UK addresses
  • returns made from UK addresses
  • orders placed and paid for in GBP
  • orders placed outside sale periods (unless otherwise stated on the website)
  • items returned in the same package.
• If your order qualifies for free return, you can return your orders in three ways:

PASS MY PARCEL

The easiest way, is with Pass My Parcel. No label or printing required, simply hand your packaged return over to one of 3,000 local Pass My Parcel locations, open 7 days a week, early till late.

To create your return, click here https://returns.passmyparcel.com/fcuk/home.

ROYAL MAIL

Orders that qualify for Free Returns should include a pre-paid postage label. Please affix the peel-off label supplied with your order to the front of your parcel, take your package to your nearest Post Office and send to our returns by post address.

If you didn’t receive a peel-off returns label, please contact Customer Services on 0333 400 3285 or contact@frenchconnection.com

• We strongly recommend that you obtain and retain tracking details of the posted return as we do not accept responsibility for items that fail to arrive with us.

INPOST 24/7 LOCKERS

Return your parcel at your convenience from nearly 1,200 InPost lockers nationwide. Lockers are accessible 24 hours a day, 365 days of the year, so you can return your items at a time that suits you without any queueing.

All lockers are located in well lit, safe and secure areas with ample parking. Locations include supermarkets, train stations, petrol stations and shopping centres.

Making your return is quick and easy:

• Find your nearest InPost locker and print your returns label here
• Affix the label to your parcel and take your package to your chosen location
• Scan the label’s barcode and pop your parcel in the open locker compartment

If your order does not qualify for free returns, you will be charged £1.99 to make a return via an InPost locker.

RETURNING ITEMS from outside the UK

• All overseas customers should send returns to our returns by post address.
• We do not currently offer free returns to overseas customers. You will therefore need to cover all costs of returning any items to us yourself. We advise that you mark your package ‘returned goods’ to avoid further duties.
• Remember:
  • Please include a completed returns form with your package. If you didn’t receive a returns form with your order, you can include a handwritten notice with your name, contact number, order number, reason for the return, whether you would like a refund or exchange and if an exchange, the requested replacement item(s).
  • We strongly recommend that you return any items via a registered trackable service and obtain and retain proof of posting as we do not accept responsibility for items that fail to arrive with us.

Please note items purchased from our Website by overseas customers cannot be returned to French Connection stores, outlet stores or concessions, wherever located.