Refund policy

Last updated: 21 October 2026

This policy applies to purchases from FERLOVANE at https://ferlovane.com, operated by FERNWICK HOME GOODS LLC.

30-day returns

You may request a return or exchange within 30 calendar days after delivery. For change-of-mind requests made after the statutory cancellation period, items must be unused, clean and complete with their accessories. Please use the original packaging where reasonably possible. Original packaging is not a condition of your statutory rights.

To start a return, email support@ferlovane.com with your order number or other proof of purchase and the items you wish to return. You do not have to give a reason when exercising your statutory right to cancel. Photographs can help us resolve damage or faults, but are not a condition of exercising your legal rights.

Free return and exchange postage

We provide a prepaid return label and the authorised return address. We cover return postage for returns under this policy, including change-of-mind returns, faulty goods and exchanges. We also cover delivery of an agreed exchange. There is no restocking or return handling fee. This applies even if the authorised return location is outside the UK.

Contact us for the label before sending your parcel. The business correspondence address and the address on the original parcel are not necessarily our returns centre. Requesting a label does not restrict or delay your statutory right to cancel.

Please send the goods back within 14 calendar days after telling us you wish to return them. Keep your proof of posting. If our label is delayed, contact us; a delay caused by us will not remove your return rights.

Your statutory right to cancel

For most online purchases, you may cancel without giving a reason from the time you order until 14 calendar days after the day you, or someone you nominate other than the carrier, receives the goods. If goods in one order arrive separately, this period runs from the day after delivery of the last item. You then have a further 14 calendar days to send the goods back.

You may inspect and handle goods as you reasonably would in a shop. For a statutory change-of-mind return, we may reduce the refund only for loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, where the law permits. We do not charge a restocking fee.

Refunds

Refunds are made to the original payment method, without refund fees. For a full-order return under this policy, we refund the price paid for the returned goods and the original standard delivery charge. Any supplement paid for an upgraded delivery service is not refundable for a change-of-mind return.

For a partial return, we refund the price paid for the returned items. We do not retrospectively charge delivery because a return takes the remaining order below the free-delivery threshold. This does not limit any delivery-cost refund required by law.

We issue a statutory cancellation refund without undue delay and no later than 14 calendar days after receiving the goods back or receiving evidence that you have sent them back, whichever is earlier. If we agree that goods need not be returned, we issue the refund without undue delay and within 14 calendar days of your cancellation notice. We apply the same refund timetable to our extended return service. Your payment provider may take additional time to display the credit.

Exchanges

Email us to arrange an exchange. Exchanges depend on availability. We will explain any price difference and obtain your agreement before proceeding. If a suitable replacement is unavailable, you may choose a refund instead.

Faulty, damaged or incorrect goods

Contact us if your goods are faulty, damaged, incorrect or not as described. Your legal rights are not limited to our 30-day return service. Where UK consumer law applies, you will normally have a short-term right to reject non-conforming goods within 30 days of delivery and may have rights to repair, replacement, a price reduction or a refund afterwards. We cover reasonable return and replacement delivery costs where required. Original packaging is not required to exercise these rights.

Cancellations before dispatch

Email us as soon as possible to cancel or correct an order. If it has already been dispatched, you can still exercise any applicable cancellation or return rights.

Optional cancellation form

You may email the following information to support@ferlovane.com, but you do not have to use this form:

“I give notice that I cancel my contract for the following goods: [goods]. Order number: [number]. Ordered on: [date]. Received on: [date]. Customer name: [name]. Customer address: [address]. Date: [date].”

If sent on paper, please also sign it.

Contact

Email: support@ferlovane.com
Telephone: +1 484 331 4058
Customer service: Monday–Friday, 09:00–17:00 UK local time (GMT/BST), excluding bank holidays in England and Wales.

Nothing in this policy limits your statutory consumer rights.