Refund policy
Returns
Customers have the right to return products within 30 days of delivery.
To be eligible for a return, items must be in the same condition as received.
To initiate a return, please contact us and include your order number in your message. Returns must be approved before being sent back.
Return Shipping
The customer is responsible for return shipping costs.
All approved returns should be sent to our return address in the United Kingdom.
Damaged or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, please contact us as soon as possible. In these cases, we will arrange a replacement at no additional cost.
Refunds
Once your return has been received and inspected, we will notify you by email. If approved, your refund will be issued to the original payment method used for the purchase. Processing times may vary depending on your payment provider.
If you have any questions or need assistance at any stage of the return process, please don’t hesitate to contact us.
Order Cancellation
Regarding order cancellations, please contact us. Please notify that orders cannot be canceled if they have already been dispatched.
Lost, Delayed, or Missing Packages
If your order appears to be lost, delayed, or has not arrived within the estimated delivery timeframe, please contact our customer support team as soon as possible so we can investigate the issue with the carrier.
We will work with the courier to determine the status of your shipment and assist you in finding an appropriate resolution.
Shipping Protection and Transit Issues
We offer optional shipping protection through our insurance partner (SEEL) at checkout. This protection covers eligible orders against loss, theft, or damage during transit and allows for faster resolution through the insurance provider.
If shipping protection is selected, customers must submit a claim through the insurance provider in order to receive reimbursement or replacement.
If shipping protection is not selected, Finlew will still assist customers in investigating delivery issues with the carrier. However, resolution may take longer and will depend on the outcome of the carrier’s investigation.
Once an order has been handed over to the courier, delivery times and transit conditions are outside of our direct control. We remain committed to supporting customers in resolving any shipping-related concerns.
Learn more about SEEL Worry-Free Purchase.
Insurance Claims
For insured shipments, customers are responsible for submitting accurate and complete claim information within the required timeframe.
Refunds or replacements for insured orders will be processed after the insurance claim has been reviewed and approved by the provider.
Failure to complete the claims process may result in delays or denial of compensation.
Chargebacks and Disputes
We encourage customers to contact our support team and follow our return, refund, or insurance claim procedures before initiating a chargeback or payment dispute.
Initiating a chargeback without first contacting us and allowing us to resolve the issue may result in the dispute being challenged with supporting documentation.
We are committed to resolving issues fairly and professionally whenever possible.