Refund policy

Return & Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with any original tags (where applicable), and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, please contact us at returns@ficusstore.co.uk.

Returns should be sent to:

Ficus

Flat 1,
1 Northcote Street
Cardiff
CF24 3BH
United Kingdom

Please do not send items back without contacting us first, as unauthorised returns may not be accepted.

If you have any questions regarding returns, you can contact us at returns@ficusstore.co.uk.

Damages and Issues

Please inspect your order upon arrival. If your item is damaged, defective, or you receive the wrong product, please contact us within 48 hours of delivery at returns@ficusstore.co.uk so we can investigate and resolve the issue as quickly as possible.

Non-Returnable Items

Certain items cannot be returned, including:

  • Perishable goods
  • Personal care products where opened or used
  • Custom or personalised products
  • Gift cards
  • Sale or clearance items (unless faulty)

If you are unsure whether your item qualifies for a return, please contact us before sending it back.

Exchanges

The quickest way to receive a replacement item is to return the original item once approved and place a new order.

European Union Cooling-Off Period

If your order is delivered within the European Union, you have the right to cancel or return your order within 14 days of receiving it for any reason, provided the item remains unused and in its original condition.

Refunds

Once your return has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be processed to your original payment method within 10 business days.

Please note that your bank or card provider may take additional time to process the refund.

If more than 15 business days have passed since your refund was approved, please contact us at returns@ficusstore.co.uk.