We love living up to our name at Friendly, and part of that means making life easy if you’ve bought something you decide you don’t want.
UK Returns Service
You can return your purchase (or part of it) for an exchange or refund within 14 days of receiving it, by simply sending the item (s) back to us at the address included on your dispatch note returns label. Please use the returns label supplied in your package, and include your dispatch note marked with the items being returned. This will help us to scan the bar code on the label and send you an email confirmation, so you know that we’ve safely received your return. If you don’t have your returns label any more, please just contact us on +44 (0) 1706 818 666.
We offer free UK returns on all orders over £125. On all other returns, we’re only able to cover postage costs for incorrect, mis-described or faulty items, which you can return to us free of charge by emailing us at firstname.lastname@example.org or calling us on +44 (0) 1706 818 666.
Please make sure you get a receipt or proof of postage when you return an item to us, as we can’t be held responsible for items that don’t reach us.
You’ll need to return any items you don’t want in a fully resalable condition, which means unused, with all swing tags and labels still on and intact, and preferably in the original packaging too. Friendly Soap reserves the right to refuse a refund or exchange on items deemed not to be resalable, but this doesn’t affect your statutory rights in connection with faulty items.
If you’d like to exchange your item (s), please complete the exchange information on the returns form. We’ll send any exchanges to you without any additional postage charges, but exchanges are subject to availability.
If you return your entire order to us for a refund (or let us know by phone or email that you’re planning to return it within 14 days of receiving it), then we’ll also refund any initial postage and packing charges. If you opted for Express Delivery, we can only refund the cost of standard postage and packing.
If you’d like more information about your right to cancel, please see the Cancellation Right – Cooling Off Period section in our Terms and Conditions.
You can return sale items for refund or exchange within 14 days of receipt, but please allow up to 10 days for your return to be processed once it’s been received.
If you’re returning an order from outside the UK, you’ll need to cover all packaging and posting costs yourself. We recommend that overseas customers send their returns using a registered trackable service, as we can’t be held responsible for items that fail to reach us.