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Returns and Exchanges

Christmas Return Policy

Purchases made from 11/01/2016 through 12/24/2016 on freepeople.com and in Free People stores may be returned for credit towards the original form of payment through 1/31/2017. Items must be returned in original condition with attached price tickets and must be accompanied by the packing list or original sales receipt. All other conditions of our Return Policy apply.

Gift Returns - The original order number from the packing list or Order Confirmation email is required to process gift returns for purchases made on freepeople.com. Please include this with your gift.

Gift Returns

The original order number from the packing list or Order Confirmation email is required to process your gift return. Please contact us for this information if you don’t have it or give us a call at 0800 012 1400. To help us locate the gift order, we’ll need the information below for the person who purchased the gift. We’ll provide you with a gift return form to enclose with your package.

• Full name • Address • Email address, if possible, is best

Please note: We’re unable to process returns at our warehouse for items purchased at a Free People store or boutique. If you received a gift from our website, you may return it to our warehouse using the Free Returns Portal or use your own return shipping method. Check the GIFT RETURN box on the back of the packing list if included. Once the return is received, an e-gift card will be issued for the amount of the return and to the email address noted on the order or packing list.

Return Policy

Free People will gladly accept unworn, unwashed or faulty merchandise for return or exchange. For returns received within 30 days of delivery, we’ll credit your original form of payment. If received after 30 days, a Free People e-gift card will be issued.

If returning swim & intimates or beauty products, please see our policies below.

Returning Merchandise

We offer two ways to return your Free People items! You can use our free returns portal or your own delivery method. Please note that if you use your own method you are responsible for all delivery costs.

Use our Free & Easy Returns Portal!

Enter you order number and e-mail address to select the items you’d like to return in the portal, then print your free return label and affix it to the box. Be sure to complete the dispatch note and include it with your returned items.

Use your own delivery method

You can send items back to us at your own expense to the address below using any trackable/insured delivery method. Sorry, we cannot accept COD returns.

Follow the directions on the back of the dispatch note to return merchandise for credit. Pack all items in a secure box or reuse the original packaging and enclose the dispatch note.

Free People Direct
1 Spire Road
Rushden
Northamptonshire
NN10 0FN
United Kingdom

When Will I Be Refunded?

Your return will usually be processed within a week to a week and a half. We’ll send you an email to confirm once the return has been completed. Please allow 1-3 working days for refunds to be received once the return has been processed.

Exchange Policy

Even Exchanges: Ordered the wrong size or colour? No worries! If you need the same item in a different size or colour, simply fill out the back of your dispatch note and use the free returns portal or your own delivery method to send it back to us. We’ll waive the delivery charge for even exchange items.

Uneven Exchanges: If you’d like to exchange your merchandise for a different item, new shipping fees will apply.

Please note: If you’ve requested an item for exchange that we no longer have available, we will process a return instead. If this should happen, you will receive a return email notifying you of this.

If you have received a faulty or incorrect item please contact customer service.

You may also call us at +44 0203 219 8999 or 0800 012 1400 to place your exchange order.

Gift Returns

If you received a gift from our catalogue or website you may return it to our distribution centre. Please include your email address information with your return. Once your return is received, an e-gift card will be issued for the amount of the returned item(s) and emailed to you. We are unable to process returns for items purchased at a store location.

The original order number is required to process your gift return. Please contact us for this information if you don’t have it or give us a call at 0800 012 1400. To help us locate the gift order, we’ll need the information below for the person who purchased the gift. We’ll provide you with a gift return form to enclose with your package.

Full name Address Email address, if possible

Swim & Intimates Returns

We’re unable to process returns for swimwear or intimate apparel items that have been worn or are returned in a soiled condition. All intimate apparel must be returned in original condition, with original packaging and tags attached. All swimwear must be in new and unused condition with sanitary strips in place.

Beauty Returns

We’re unable to process returns for opened and used beauty products. All beauty products must be returned unopened, unused, and in original condition and packaging.

Store Returns

We cannot accept items purchased in Free People stores at our website returns centre. If you were visiting one of our US or Canadian stores and need to make a return, please contact us at service@freepeople.com and we will be happy to assist you in the process.

Free People merchandise purchased at independent boutiques and department stores must be returned to the location where purchased. Please contact the individual boutique or store for their return policy.