Yes, where a return right applies.

If applicable consumer law gives you a statutory right to withdraw from an online purchase, you may exercise that right within the legally prescribed period. For eligible consumers in the European Union and European Economic Area, this is generally 14 days after receiving the goods.

Outside a statutory return right, FEROYAL may also consider discretionary return requests on a case-by-case basis.

Please contact us before returning an item so that we can provide the appropriate return instructions.

For full details, please refer to our Return & Refund Policy.

Change-of-mind exchanges may be considered subject to product availability and return eligibility.

If the requested replacement is unavailable, we may offer another appropriate solution.

Your statutory rights relating to faulty or non-conforming goods remain unaffected.

Certain products may be excluded from change-of-mind returns where permitted by applicable law.

Examples may include:

• Personalised or engraved products
• Products made specifically to your requirements
• Certain sealed products that are unsuitable for return for genuine health or hygiene reasons once the seal has been removed

Any applicable exclusion will be communicated where appropriate.

This does not affect your rights if a product is faulty, damaged, incorrect or otherwise not in conformity with your order.

For a change-of-mind return, the direct cost of returning the item is generally the responsibility of the customer, except where applicable law requires otherwise.

If an item is faulty, damaged, incorrect or otherwise not in conformity with your order, return costs will be handled in accordance with applicable consumer law.

Please contact us before sending anything back.

Where a return is approved, FEROYAL may offer store credit of an equivalent value to use towards another FEROYAL purchase.

Where you are legally entitled to a monetary refund, you may choose to accept store credit instead. If you do not expressly choose store credit, any legally required refund will be made using the original payment method.

Discretionary returns accepted outside a statutory refund right may be issued as FEROYAL store credit.

Please refer to our Return & Refund Policy for full details.

Please contact us as soon as reasonably possible if your item arrives damaged, incorrect or appears to be faulty.

To help us resolve the issue efficiently, please include:

• Your order details
• A brief description of the issue
• Clear photographs of the product
• Photographs of the packaging where relevant

We will review the information and work with you towards an appropriate solution.

Your statutory consumer rights remain unaffected.

First, we recommend:

• Checking the delivery location and surrounding area
• Checking with household members, reception or neighbours where appropriate
• Reviewing any delivery notice from the carrier
• Checking the latest tracking information

If you still cannot locate the parcel, please contact FEROYAL with your order number and tracking information so that the matter can be investigated where appropriate.