Returns & Refunds Policy

While we hope you'll be happy with your order from F&F, we know you may sometimes need to return items. If you do, this policy has all the information you'll need to know.

This policy only applies to UK purchases from F&F. Click here for our international returns and refunds policy.

Changed your mind?

That's no problem. We're happy to offer a full refund on most items. To get your refund, just return the item to us within 28 days from delivery.

Please note, for health and safety reasons, certain items such as jewellery and underwear, once unsealed, can only be returned if they are damaged or of unsatisfactory quality.

Is your item damaged or unsatisfactory?

We do our best to make sure everything arrives perfectly, but if it doesn’t, our customer services team are here to help. You can reach them on 0800 323 4070 (or 0330 123 4070 local rate from a mobile).

Returning an item to us

In store - You can take items to a Tesco store for a refund. You'll just need a proof of purchase. Find your nearest store on our store locator.

Collection - You can choose to return your parcel using our Collection Service from as little as £3.24.

Step 1: Simply log on to www.myhermes.co.uk/returns/clothingattesco. You'll require a printer to print the return labels. If you do not have access to a printer, you can choose to return your items to store or by post.

Step 2: You'll need to create an account with Hermes and fill in all required fields online to book your courier collection. Collections are available Monday - Saturday. Our courier, Hermes, will collect your parcel on your agreed date between 8am and 7pm.

Step 3: If for any reason you will not be in that day you can arrange for collection from an alternative address, or you can leave the parcel in a safe location for the courier to collect at your own risk. You will need to specify the safe location at time of arranging the collection online.

If you want to track your return parcel back to us, simply log into your MyHermes account and follow the progress of your parcel back to our returns centre.

By post – Step 1: You'll have received an order summary page with your purchase. Please fill out the reason for your return on the order summary. If the item is damaged or faulty, be sure to let us know clearly.

Step 2: Unpeel the returns label on your order summary and stick it over the original address label on the packaging.

Step 3: Repack the item with the order summary in the original packaging. We need the order summary to process your return.

Step 4: Securely seal the parcel using the remaining adhesive strip on the original packaging. If your box or bag is damaged and can't be reused please pack your items securely in alternative packaging.

Step 5: Postage is free, so you can just drop the parcel in the post. However it's a good idea to keep proof of postage. Items returned without proof of postage are sent at your own risk.

For all returns – Please let us have any original packaging, tabs, labels and accessories and please package it all securely.

If you’re returning an item because you’ve changed your mind, there may be a deduction from your refund if it has been damaged, opened more than necessary to inspect it, or used more than reasonably expected.

Return costs

Returns to store and by post are free. If you choose to return your items using our Collection Service, you’ll be responsible for the cost of the return. The cost for this service starts at £3.24.

Receiving your refund

We'll refund your money in the same way you paid for your product.

  • By credit or debit card - we'll refund your money back onto the same payment card. Refunds normally take 3-5 working days (but may take up to 14 days) to show in your account from when we receive the item(s) back.
  • By eCoupons - we'll refund you a portion of the eCoupon used based on the value of the item(s) returned against your entire order total.

If your item was purchased at an offer price, your refund will be based on that promotional price. Any Clubcard points earned on a returned item will be deducted from your account.

Please also note that if you bought your items as part of a promotion, we'll always give you a refund that matches the amount you paid for the item unless:

  • If you participated in a buy one get one free promotion and return only one of the items you will receive no refund. If you return both items you will receive a full refund.
  • If you participated in a buy one get one half price promotion and return only one of the items you will receive only the refund for the half price item. If you return both items you will receive a full refund.
  • If you participated in a linked saving offer (e.g. buy a shirt for £20 and get a tie worth £5 for free) you must return both items to get a full refund. So in this example, if you only return the shirt in the example above you will be refunded only £15 to cover the price of the tie as you no longer qualify for the offer.
  • If you participated in a multibuy offer (e.g. buy 3 t-shirts at £10 each for only £25) and return part of this order then you will have the saving deducted from your refund as you no longer qualify for the offer (e.g. £5 in this example).
  • If you return an item that is included in a promotion, we will deduct the discounted value from the first item returned from that order.
  • If you return an item that was included in a bundle promotion (e.g. buy a school uniform outfit of polo, sweatshirt and trousers for £15), we will apportion the discount across each product included in the order and you will only be refunded the amount linked to that item.

Uniform Embroidery Service

It's easy to return Uniform Embroidery Service schoolwear. Please note that the returns address is different to our usual F&F returns address, so we can only accept embroidered schoolwear in your parcel. Please do not return non-embroidered school uniform to this address as this will delay your refund.

Returns process

Step 1: You'll have received an order summary page with your purchase. Please fill out the reason for your return on the order summary. If the item is damaged or faulty, be sure to let us know clearly.

Step 2: Unpeel the returns label on your order summary and stick it over the original address label on the packaging.

The returns address for Uniform Embroidery Service is PO Box 6153, Wolverhampton WV1 9RW.

Step 3: Repack the item with the order summary in the original packaging. We need the order summary to process your return.

Step 4: Securely seal the parcel using the remaining adhesive strip on the original packaging. If your box or bag is damaged and can't be reused please pack your items securely in alternative packaging.

Step 5: Postage is free, so you can just drop the parcel in the post. However it's a good idea to keep proof of postage. Items returned without proof of postage are sent at your own risk.

Information for schools

We are sorry but we cannot issue refunds for invoice orders; instead, we will credit your school’s Tesco account with the total value of any products that you return. This credit will be available to use against any future orders with Tesco and it does not have an expiry date.

Returning Uniform Embroidery Service products is free. Please note that you can only return these products by post.

If you do not have a returns bag and invoice, please call our Customer Service team to request one on 0800 323 4070.

The returns address for Uniform Embroidery Service Invoice orders is PO Box 6153, Wolverhampton WV1 9RW. Please do not include any non-embroidered school uniform in your parcel as this will delay your refund.

Your statutory rights

Don’t worry, nothing in this policy affects your statutory rights. The simplest way to return your items is as mentioned above, but you can also tell us you’ve changed your mind by completing and returning this cancellation form.