RETURNS

REFUNDS
We are happy to refund or exchange unworn, unaltered items within 14 days of receipt. Customers must ensure that all items returned are in the condition in which they were received with their original packaging and tags intact. Please use a secure, insured and tracked delivery service (such as Royal Mail Special Delivery or equivalent), as Three Floor cannot accept liability for any items not received. Please note that all return postage costs are the responsibility of the customer. We will be able to issue your refund within 30 days of us receiving your cancellation notice. For international refunds please mark clearly on your return invoice and outer packaging "Returned goods - No commercial value". Without this any taxes incur will be your responsibility to pay to your shipper. Please send your return to: Three Floor Fashion Att: Return Unit 7 Ramac Way Industrial Estate, Ramac Way, Charlton, London SE7 7AX. All returns must be received to our office within 14 days of receiving your order. Please choose your shipping method accordingly.
EXCHANGES
All exchanges must be received to our office within 14 days of receiving your order. Please use a secure, insured and tracked delivery service (such as Royal Mail Special Delivery or equivalent) to exchange the item.Three Floor cannot accept liability for any items not received, all postage costs are the responsibility of the customer. We will do our best to fulfill your exchange request. If your desired replacement item is no longer available we will help you find another item you like, or process a refund if the item falls within our return policy. For international exchanges please mark clearly on your return invoice and outer packaging "Returned goods - No commercial value". Without this any taxes incur will be your responsibility to pay to your shipper. Please send your item for exchange to: Three Floor Fashion Attn: Returns Unit 7 Ramac Way Industrial Estate, Ramac Way, Charlton, London SE7 7AX.
REFUNDS & EXCHANGES POLICY
Refunds and exchanges are accepted on most merchandise within 14 days of receipt, for items that HAVE NOT BEEN WORN, ALTERED or WASHED, and with ALL tags attached. Original shipping charges are non-refundable. Refunds will be credited to your original method of payment. In addition to our returns policy, under the Distance Selling Regulations, you have a legal right to cancel your order at any time before the expiry of the period of seven working days, beginning the day after you place your order. If the products have already been delivered to you, you have a period of 14 (fourteen) working days in which you may cancel, starting from the day you receive the order. This means that during the relevant period if you change your mind or, for any other reason, you decide you do not want to keep a product, you can return the cancelled items to us. We will do our best to fulfill your exchange request. If your desired replacement item is no longer available we will help you find another item you like, or process a refund if the item falls within our return policy. To cancel your order, please contact us via email or telephone. You may wish to keep a copy of your cancellation notification for your own records. If you send us your cancellation notice by e-mail, then your cancellation is effective from the date you sent us the e-mail. You will receive a full refund of the price you paid for the products. We will process the refund due to you as soon as possible and, in any case, within 30 calendar days of the day on which you gave us notice of cancellation as described above. You will be provided with email notification when your refund has been processed. You will need to return the entire order to us by secure means to ensure it reaches us in good condition. Unless the order is faulty or not as described (in this case, see Damaged of Defective Goods), you will be responsible for the cost of returning the products to us. If you want to return or exchange your order, you must take reasonable care of them and they should be returned unused and in their original condition, from the original delivery country. We recommend that you ask the Post Office or other carrier for proof of posting and insure the return shipment, as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. In case of dispute, we also recommend you retain proof of sending. Without this, we cannot refund any money if we do not receive the returned items. For international returns please mark clearly on your return invoice and outer packaging "Returned goods - No commercial value". Without this if any taxes incur it will be your responsibility to pay to your shipper. Please send your return to: Three Floor Fashion Att: Return or Exchange Unit 7 Ramac Way Industrial Estate, Ramac Way, Charlton, London SE7 7AX. Refunds and exchanges are only applicable to items purchased from www.threefloorfashion.com. All returns must be received by our office within 14 days of receiving your order. Please choose your shipping method accordingly.
DHL RETURN SERVICE
We can provide a door to door returns service through DHL as an optional method of return. To use this service please create an account with us or sign into your account if you've already registered before making your purchase. For full terms and conditions of this service please visit DHL.com. To request a return using this method please follow the below steps:
1. Sign into your account and under My Orders, select the order number containing the items you would like to return.
2. Click on the "Request Return" button and type the reason for return.
3. A money request is then issued to your email requesting for the fee for this service.
4. Once payment is completed your request will be approved. Upon approval, sign back in to your account and follow instructions to book a collection time/date and print shipping labels.
5. Leave your package open until the driver has checked the contents.