Refund policy
Last updated: 10 July 2026
This policy applies to orders placed through FAOTIVO. Nothing in this policy affects your statutory consumer rights.
1. Return Window
If you wish to return an eligible item, you must notify us within 14 days of receiving your order.
Once you have notified us, you have a further 14 days to return the item to us.
To start a return, please use our Returns Portal or contact us at support@faotivo.com.
Items must be returned in their original, unworn, unused, and saleable condition, with all tags, labels, and original packaging intact.
FAOTIVO reserves the right to refuse or reduce a refund where an item has been worn, used, damaged, altered, or returned in an unsaleable condition.
2. Refunds
Approved refunds will be issued to the original payment method used at checkout.
Refunds will be processed within 14 days of us receiving the returned item.
For eligible full-order cancellations, standard delivery charges will be refunded where required by law. If you selected a more expensive delivery option, only the standard delivery cost will be refunded.
Delivery charges are non-refundable for partial returns unless required by law or the item is faulty.
3. Return Shipping Costs
Customers are responsible for return shipping costs.
We recommend using a tracked and insured postal or courier service, as FAOTIVO is not responsible for returns lost or damaged in transit.
If an item is faulty, incorrect, or not as described, FAOTIVO will cover reasonable return costs in accordance with your statutory rights.
4. Faulty, Damaged, or Incorrect Items
If you receive a faulty, damaged, or incorrect item, please contact us within 3 working days of receiving your order.
Please include your order number, photos of the issue, and a short description of the fault.
Items must be unworn and unused where possible. Faults caused by wear, misuse, accidental damage, or improper care will not be accepted.
5. Non-Returnable Items
The following items cannot be returned unless they are faulty, incorrect, or not as described:
Customised or personalised items
Made-to-order or custom-order items
Items clearly marked as final sale or non-refundable, where permitted by law
Hygiene-sensitive items where seals or packaging have been opened, where applicable
6. Free Delivery Threshold Adjustments
If your order qualified for free delivery and a partial return causes the kept order value to fall below the free delivery threshold, the original delivery cost may be deducted from your refund where permitted by law.
Delivery charges:
Standard Delivery: £3.99
Express Delivery: £5.99
This does not apply where the return is due to a faulty, incorrect, or not-as-described item.
7. Exchanges
FAOTIVO does not currently offer direct exchanges.
To exchange an item, please return the original item for a refund and place a new order for the item you want.
8. Cancellations
Due to our fast dispatch process, order cancellations are not guaranteed once an order has been placed.
If you wish to cancel, please contact us as soon as possible by phone for the fastest response.
Phone: +44 7757 757667
If your order has already been packaged or dispatched, we may be unable to cancel it. You may still be able to return eligible items after delivery under this policy.
9. Return Procedure
Returns may be sent using any tracked courier or postal service, such as Royal Mail or Evri.
Items may also be returned in person at our warehouse with the original invoice.
10. Missing, Incorrect, or Undelivered Parcels
Any missing, incorrect, or undelivered items must be reported in writing within 7 working days of dispatch.
Claims submitted after this timeframe may not be accepted.
11. Contact Information
For questions about returns, refunds, or cancellations, contact us at:
Phone: +44 7757 757667
Email: support@faotivo.com
12. Return Address
Faotivo
94 Lytham Road
Southport
PR9 9UN
United Kingdom