US Returns & Refunds
Returns must be received within 14 days of receipt. Items must be unworn and in their original packaging as shipped. Initiate a return by filling out our contact form. All return shipments must be insured for the full dollar amount and shipped back via UPS, DHL or FedEx. Alternatively, we can provide you with an invoice to purchase a pre-paid, insured returns label for $20.
All refunds will be made to the purchaser and issued to the original form of payment, except for cash purchases, which will be refunded by company check. Gift recipients may receive merchandise credit. All returns must be accompanied by a sales receipt or packing slip and received unaltered, unworn, and in sellable condition. Some exclusions may apply. Used merchandise will not be accepted for refund or exchange unless defective. Custom sales are final; all engraved and customized merchandise sales are final and may not be returned or exchanged. Items which have been worn cannot be returned or exchanged.
UK and EEA Returns & Refunds
1. Overview
If you change your mind, you have a legal right to cancel most online and in store purchases within 14 days of receiving the goods (the "cooling-off" period). You then have 14 days after telling us you wish to return the items. Custom sales are final; all engraved and customized merchandise sales are final and may not be returned or exchanged. Items which have been worn cannot be returned or exchanged.
This policy sets out your rights and how we handle returns, refunds, repairs, and replacements.
2. How to return your order
To return your order, please email clientcare@foundrae.com. Please include your name, order number, and reason for return. Once you've notified us, you must send the goods back within 14 days.
Refunds
We will refund you within 14 days of either:
- receiving the returned goods back from you; or
- receiving evidence that you have returned the goods,
whichever is earlier.
Refunds will be made using the same payment method you used for the purchase unless it is mutually agreed otherwise.
3. Who Pays Return Postage?
Returns are paid for by the customer. Alternatively, we can provide you with an invoice to purchase a pre-paid, insured returns label for £15.
4. Condition of Returned Items
Please return items in their original condition and packaging where possible. You are only liable for any diminished value resulting from your handling of the goods beyond what is necessary to establish their nature, characteristics, and functioning.
5. Faulty, Not as Described, or Short-Lived Goods
If an item is faulty, not as described, or not of satisfactory quality, you have rights under the Consumer Rights Act 2015. You can:
- reject within 30 days for a full refund; or
- request a repair or replacement; or
- request a price reduction or exercise your final right to reject if the repair or replacement is unsuccessful.
We will cover standard return postage for faulty items.
6. Exemptions to Cancellation Rights
Cancellation rights do not apply to certain items, including bespoke or personalized goods, perishable goods, sealed audio, video, or software products once unsealed, or items that by their nature cannot be returned. We will inform you at the point of sale if an item is exempt.
7. Exchanges and Repairs
If you request an exchange, please contact us at clientcare@foundrae.com.
Repairs and replacements for faulty items will be handled promptly. We will cover any reasonable return postage costs for faulty items.
8. Digital Content
Digital content delivered immediately (e.g. downloads or streaming) may not be cancellable once you have expressly agreed to immediate performance and acknowledged the loss of cancellation rights. We will make this clear before purchase.
9. Contact & Complaints
If you have a complaint, contact our Client Care Team.
Email: clientcare@foundrae.com
Phone United Kingdom: +44 7700 153964
Phone United States & Rest of World: +1-844-731-0808
If we cannot resolve your complaint, you may refer the matter to Trading Standards, Citizens Advice, or an alternative dispute resolution (ADR) scheme, where applicable.
10. Other Legal Rights
These rights do not affect your statutory rights under UK consumer law.
International Returns & Refunds (Other than US, UK, or EEA)
In order to return an international order, please use our Returns Portal. All international returns are subject to a $25 return fee, which will be deducted from refund credits. You will need your order number, which can be found at the top of your Order Confirmation email. Once completed, a return label will be emailed to you.
You must use the generated return label provided for the parcel. Any return(s) made without pre-approval and the authorized return label from Customer Service will not be accepted. Keep the Return Tracking Number for your package to monitor the delivery status. Please note that the shipping costs paid at the time of the order will not be refunded.