Refund policy

PHATBIRD REFUND & RETURN POLICY

Last updated: 2025

Thank you for shopping with Phatbird, a women’s fashion brand based in the United Kingdom, serving customers across neighbouring EU countries and major cities.
We are committed to ensuring you have a smooth and satisfying shopping experience.
Please read our Refund & Return Policy carefully before placing your order.

1. Order Cancellation (Before Shipping)

If you wish to cancel your order before it is shipped, you may request a refund.

  • Cancellations made within 12 hours: Eligible for an 80% refund of the order value.
    (20% is retained as processing & restocking fee.)

  • Orders already processed for shipment cannot be cancelled.

To request cancellation, contact us immediately at:
📧 support@phatbird.co.uk

2. Returns & Refunds (After Delivery)

Phatbird accepts returns only for defective, incorrect, or damaged items.
Due to hygiene and quality control reasons, we do NOT accept returns for:

  • Worn or used items

  • Items without original tags & packaging

  • Sale, discount, or Black Friday items

  • Size-related returns (all size charts are accurate; please check before ordering)

If the item delivered is faulty, wrong, or damaged, you must notify us within:

⏱ 7 days of delivery

Please provide the following:

  • Order number

  • Clear photos or videos showing the issue

  • Unboxing proof if the package was damaged

Once approved, you may choose:

  • Replacement of the same item, OR

  • Refund for the item

3. Refund Processing Time

Once a refund is approved:

  • Refunds take 3–7 business days to reflect (depending on your bank/payment provider).

  • Shipping fees are non-refundable.

4. Exchanges

We only replace items if:

  • The wrong item was shipped

  • The item was defective on arrival

Exchanges for sizing or preference are not allowed.

5. Items Lost or Stuck in Transit

If an item exceeds the estimated delivery time significantly, we will assist in tracking the package.

A refund or reshipment will only be issued if the courier officially confirms the item as lost.

6. UK Delivery Coverage & Transit Delays

Phatbird currently delivers within the United Kingdom only.

While we aim to meet all estimated delivery timelines, occasional courier or supplier delays may occur due to:

  • high order volumes,
  • public holidays,
  • weather disruptions,
  • or third-party courier processing delays.

Such delays do not automatically qualify an order for cancellation or refund while the parcel remains in active transit.

However, if an order is confirmed by the courier as lost or undeliverable, Phatbird will arrange either:

  • a replacement shipment, or
  • a refund, where applicable.

7. Non-Returnable / Non-Refundable Items

The following items cannot be returned or refunded:

  • Clearance, discount, and Black Friday items

  • Underwear, bodysuits, swimwear, shapewear

  • Accessories (earrings, hair items, etc. for hygiene reasons)

  • Digital gift cards

  • Orders made with fraudulent or suspicious activity

8. How to Request a Return or Refund

Email: support@phatbird.co.uk
Include:

  • Full Name

  • Order Number

  • Item Name

  • Detailed description of the issue

  • Photos or video evidence

Our team will respond within 48hrs to one week.

9. Right to Refuse Service

Phatbird reserves the right to refuse returns or refunds that do not meet the conditions above.

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