We've gone paperless so won’t find a label in your parcel. 1\. Log into our online **[returns portal](https://fitflop.returnado.com/)** 2\. Follow the instructions (you’ll need your email address, phone number & order number) and obtain your QR Code. 3\. Package up your return securely 4\. Take it to a Royal Mail drop off location

1. Login in to our online **[exchange portal](https://www.fitflop.com/uk/en/exchange)**, using your order number and email address. 2. Select the item you want to exchange then choose your replacement item on our online store. 3. Shortly after placing your exchange order you will receive a return label with a QR code for Royal Mail drop off. 4. We will ship your new order once your return has been delivered to our warehouse and we’ll email you again when your order is on it’s way to you.

We unfortunately cannot accept liability for returned goods that we don’t receive, or for those that get damaged in shipping on their return. Please keep hold of your proof of postage in case we need to see it later on.

**Are returns & exchanges free of charge?** Yes, returns & exchanges are FREE on all orders and we don’t charge a restocking fee. Please use our returns portal to obtain your Royal Mail QR code or our exchange portal to request a replacement item. **How much time do I have to return or exchange the items?** 28 days. You have 28 days from when you receive your order to return it or request an exchange. **How long will my refund take to process?** You can keep an eye on your return on the Royal Mail website using the tracking number which can be found on your receipt. Once your order is showing as delivered to our warehouse, it can take up to 10 working days for it to be processed. **Will I be refunded for the cost of delivery?** Standard Delivery cost will be refunded if the whole order has been returned. For Next Day Delivery orders only standard delivery cost of £3.95 will be refunded (all items must be returned also). If you have any difficulty or have any other queries regarding the returns service, customer service will be able to assist at info.uk@fitflop.com or on 0800 8560148.