FAQs

Returns

What is your returns policy?

You have to return your order to us within 28 days of receipt in its original, unused condition and with all original tags for a full refund.

How do I return my online order?

Returns are free for customers in the U.K. If you would like to change or return your online order, please complete the form on your delivery note included in your parcel, if you are unable to locate this, you can download it here.

Please use either the loose DPD label included at any DPD drop shop or the Royal Mail label at the bottom right of your delivery note at any post office. Ensure you retain your proof of return.

Can I arrange a collection for my return?

We can organise a return collection for £10 or for free if your order is over £500 via DPD, please contact us at help@cefinn.com. For a Royal Mail collection, please follow the link here to book your collection.

How do I return my items from overseas?

We can organise your return, including at-home collection, for the price of the original delivery. Please contact us at help@cefinn.com

If shipping yourself, please contact us for the necessary customs documents to prevent delays with your refund.

I have missed the returns deadline, can I still return my order?

If your return is received outside of the 28 days period Cefinn reserve the right to refuse the return. If the return is accepted then a credit note will be offered to the value of the returned items RRP at the time of the return and will be valid for 6 months.

When can I expect to be refunded for my return?

Returns can take up to 7 days to be processed from the date delivered to our warehouse, once processed you will recieve an email confirmation.

What should I do if an item I have recieved is faulty or damaged?

Please contact us at help@cefinn.com with your order details and photos and we will give advice on the next steps.

Can I get another returns form if I have lost mine?

Yes of course, as long as it is within the 28 day policy - please download and complete the form found here

Will I be notified when you receive my return?

No, you will not be notified when the return is delivered to our warehouse, please use your return tracking details for updates. You will be notifed via email when your refund has been processed.

Exchanges

Do you do direct exchanges?

We do not do direct exchanges so once your return is processed, our team will refund you and email a link to re-purchase the requested item with free delivery. If you are worried about the item selling out please contact us and we can charge for the exchange before receiving and refunding the return.

How do I request an exchange? 

Please tick exchange on your form when returning your order and note item item and or size you would like in exchange. Once we recieve the return we will email you with the invoice to pay for the new item subject to stock availabilty.

Do you carry over my discount for my exchange item?

Yes we do! Once your request is processed we include your previous dicount in the invoice we email you, plus free shipping.

Shipping and Delivery

What delivery options do you provide?

For all shipping information please visit these pages:

UK

International

Which delivery provider do you use?

For UK deliveries we use DPD.

For International deliveries we use DHL.

Can I change the address on my order once it has been placed?

Depending on what stage of fulfillment your order is in, we may be able to amend this, please contact us at help@cefinn.com as quickly as possible.

If we cannot amend this before dispatch, you can change it via the courier when they notify you by text or email that it's on its way!

Can I track my order once it has been shipped?

The courier will contact you via text and email with details on how to track your order. Should you have any problems please contact us at help@cefinn.com

I have a problem with my delivery, what should I do?

Should you not be able to contact the courier directly please contact us at help@cefinn.com and we will help.

Where do you ship to?

We ship worlwide so please visit our EU webstore if you are from European countries, visit the US webstore for USA and Mexico and for rest of world visit our UK webstore. You can navigate to each store via the dropdown menu on the top left of our site

Payment

What payment methods do you accept?

Visa, Mastercard, American Express, Paypal, Apple Pay, Google Pay, Shop Pay, Maestro, Diners Club, Discover 

When will I be charged for my order?

You will be charged immediately on completing your order with us.

Do any tax charges apply?

All prices are inclusive of VAT. For residents outside the UK please contact us at help@cefinn.com to remove VAT on your order.

Orders

How do I log into my online Cefinn account?

Go onto our website and click 'Account' on the top right hand corner of the page and enter your details. If your email/password is not recognised it could be that you do not in-fact have an account. (which is OK, you do not need an account to order). Any problems, please contact us at help@cefinn.com

How do I know my order has been placed successfully?

You will recieve an email with confirmation of your order and your order number.

How do I use a discount/promotional code?

On desktop and tablet you will find the promo code box on the right side of the 'My Details' page at checkout, and on mobile expand your order summary to reveal the promo code box.

Can I make changes/cancel my order once it has been placed?

There is a very small window in which we can change/cancel your order however please still contact us at help@cefinn.com and we will do our best fulfill your request.

Other

I would like to provide feedback on my recent experience with Cefinn, who should I contact?

We would love you to get in touch and let us know any feedback you have! Please contact us at help@cefinn.com

The item I want is showing as "out of stock", how do I know if it will be restocked?

Use the 'email me if back in stock' function on the product page to be added to the waiting list for returns. If you aren’t already, we also recommend signing up to our newsletter since we notify our subscribers first when there are new arrivals and deliveries.

Where can I find your sizing information?

Each products actual measurements are available via the Size Guide button on the product page.

How do I wash my garment?

There will be a care label attached to your garment with details on how to wash it, should you have any other questions please contact us at help@cefinn.com

How can I subscribe to the Cefinn emails?

You can sign up to receive our newsletters by visiting our sign up page

Do you sell gift cards?

Yes we do! Please follow this link to the gift card page.

How can I unsubscribe from the Cefinn emails?

You can unsubscribe from our marketing emails by scrolling to the bottom of one we have already sent you and there will be an 'Unsubscribe' button. Click, confirm and then you will be unsubscribed from recieving future marketing emails.

Can we help? Get in touch.

 

help@cefinn.com | 02033 270 580 (Mon - Fri, 09:00 - 18:00 GMT/BST)