SHIPPING & RETURNS

We currently deliver within the United Kingdom.

Dispatch

Standard Delivery: We aim to dispatch standard orders within 3 working days.

Express Delivery: We dispatch express orders on the next working day after you place your order and send them using Evri’s Next Day delivery service. Evri aims to deliver within 1 working day after the parcel is dropped off, to most UK destinations. Next-day delivery is an estimate, not a guaranteed arrival date; carrier cut-off times (including the recommended 12 noon drop-off), weekends, bank holidays and destination may affect delivery.

Once your order is on its way, you'll receive a shipping confirmation with tracking information where available.

Delivery times are estimates and may vary during busy periods. Working days exclude weekends and UK bank holidays. Free standard delivery applies when the order value exceeds £60 after discounts, excluding delivery charges.

Changed your mind? You can cancel your order directly from your account within 1 hour of placing it.

Go to My Account → Orders, open the relevant order page and select Cancel Order.

This option is available for eligible orders within the first hour, provided they haven't been dispatched or entered fulfilment.

If your order has already been dispatched, you can request a return under our Returns Policy.

Your statutory cancellation rights are not affected by the one-hour self-service cancellation window.

We hope you love your REFABY pieces, but if something isn't quite right, you can return eligible items.

Return period

You have 14 days from the day after receiving your order to notify us that you'd like to cancel all or part of your purchase. Once you've notified us, you have a further 14 days to send the items back.

How to request a return

1. Return Portal: Open our Return Portal, enter your order details and select the items you'd like to return.
2. Customer Account: Go to My Account → Orders, open the relevant order and select Request a Return.

Choose the items, quantities and return reasons, then submit your request. For faulty, damaged or incorrect items, select the corresponding return reason.

Multiple return requests

You may submit more than one return request for the same order. We aim to review return requests within 24 hours.

Requests received before a return has been reviewed and its prepaid postage approved or issued will be combined into one return shipment, with one postage charge. Requests submitted after postage has been approved or issued will be treated as a separate return shipment, with a new postage charge.

Return postage

We provide a prepaid return service for £3 per return shipment. Once your return is approved, we'll provide the return instructions and postage details. The £3 charge is deducted from the corresponding refund.

If an item is faulty, damaged or incorrect, REFABY will cover return postage where required by law.

Refund processing

We aim to inspect and review returned items within 3 working days of receiving them. If everything is in order, we'll issue a refund to your original payment method and email you a return completion confirmation.

After a refund is issued through Stripe, it typically takes 5–10 business days to appear in your account, depending on your bank or card issuer. This is a bank processing estimate, not an additional REFABY review period.

For statutory cancellations, we will meet the applicable legal refund deadlines, including where evidence of posting is provided before the returned goods arrive.

Full order returns

If you cancel and return your entire order within the statutory cancellation period, we'll refund the returned items and the original standard delivery charge paid, if any. If you chose a more expensive delivery method, we'll refund up to the cost of standard delivery. Any applicable prepaid return postage charge may be deducted.

Partial returns

For partial returns, we'll refund the returned items, less any applicable prepaid return postage charge. Original delivery charges are not normally refunded.

Item condition

Please take care when trying on your items, just as you would in a shop. If an item has been handled beyond what's reasonably necessary to inspect it and its value has been reduced, we may make an appropriate deduction from your refund in accordance with consumer law.

Have a question about delivery, order cancellations, returns or refunds? Contact us at support@refaby.co.uk, and we'll get back to you as soon as possible.

Your statutory consumer rights are not affected by this policy.