RETURNS / EXCHANGES

As in our boutiques, customer satisfaction is always our top priority and therefore we handle each query individually and to the best of our ability. Whilst we want you to be completely satisfied with your purchase, if you are not, we will happily offer you a full refund or exchange in compliance with our returns policy.

OUR RETURNS POLICY

We offer a refund or exchange within 14 days of receiving your order for full price items only.

If you would like to return an order, you must obtain a return authorisation reference number from us within 7 days of receiving your order.

We will offer an exchange or refund for all full price items that are returned to us unworn and in perfect condition, with all the labels attached and in its original packaging. Any items with any indication of use will not be accepted. In such cases, we will return the item(s) to the purchaser.

Earrings, underwear and swimwear are non-returnable unless faulty.

Items purchased in the sale returns must be sent back to us within 7 days of receiving your order. Please ensure you contact us as soon as possible to obtain your returns number.

Any refunds will be re-credited to the original purchaser's credit/debit card for the sum paid less any taxes, duties and postal costs.

As we are not responsible for any goods lost or damaged in transit, we would advise you to return items by registered post/DHL.

Please note that the postal costs for returned goods are the customer’s responsibility and will only be reimbursed if the goods are damaged, faulty or incorrectly supplied.

HOW TO RETURN YOUR ORDER
Within 7 days of receiving an item, you must obtain a return authorisation reference number by emailing us at the following
address:

orders@question-air.com
We will need your order reference number to issue you a return authorisation number, so please include that in your email.

UK only - please state whether you would like to return your item with Royal Mail or collected by DHL.

UK RETURNS
Free Royal Mail Returns
1) Fill in the return form that came with your order, including the reason for your return. If an item is faulty please include further details.
2) We will email you a pre-paid Royal Mail label. Print this label at home and attach it to your parcel.
3) Take your parcel to the post office at your earliest convenience.

You must send items to us within 7 days of being issued with a returns authorisation number. Any returns sent after the 7 days of the returns authorisation number being received are accepted at the sole discretion of Question Air (FAQ Clothing Ltd) and will only be refunded with a credit note that can be used both online and in-store.

DHL Collections
Please Fill in the return form that came with your order, including the reason for your return. If an item is faulty please include further details.

We can arrange a DHL collection at a convenient time for you at a cost of £5 which will be deducted from your refund.
Please add the following address to the parcel:

Question Air
Customer Services
141 Greyhound Road
London
W6 8NJ

Any returns sent after the 7 days of the returns authorisation number being received are accepted at the sole discretion of Question Air (FAQ Clothing Ltd) and will only be refunded with a credit note that can be used both online and in-store.

INTERNATIONAL RETURNS
Please follow the following steps if you are returning item(s) to us from outside of the UK:
1) Within 7 days of receiving an item, you must obtain a return authorisation reference number by emailing us at the following address:

orders@question-air.com

We will need your order reference number to issue you a return authorisation number, so please include that in your email.

2) Fill in the return form that came with your order, including the reason for your return. If an item is faulty please include further details.

3) If you ordered from outside of the EU please also return the Proforma invoice that came with your order. Remember to indicate which item(s) you are returning and complete the returns number.

Please note on any export documentation or on the address label that the goods enclosed are returned goods. This will ensure we are not charged any further duty or taxes on receiving the goods back into the UK. If this procedure is not followed, this cost may be passed onto the customer at the company's discretion.

The customer's statutory rights are unaffected.

4) Please add the following address to the parcel and send back to us via your preferred shipper. We would recommend using a trackable service as returns are shipped at the sender's risk.

Question Air
Customer Services
141 Greyhound Road
London
W6 8NJ
England

Any refunds will be credited to the original purchaser's credit/debit card only for the sum paid less any taxes, duties and postal costs.