Frequently Asked Questions

Shipping Information

Which areas do you ship to?
We currently ship only within the United Kingdom.

Are there any shipping fees?
No, standard shipping is free of charge for all orders.

How long does order processing take?
Orders are processed within 1-2 business days (Monday to Friday, excluding public holidays). Orders placed before 17:00 GMT are processed the same day; otherwise, they are processed the following business day.

What is the estimated delivery time?
Delivery typically takes 5-7 business days, depending on location. Deliveries occur on weekdays (Monday to Friday).

Can I track my order?
Yes. Once your order is dispatched, you will receive an email with tracking details. You can track your order via:

  • DHL

  • UPS

  • Our website’s tracking portal under "Track Your Order."

What should I do if my order is lost or damaged?

  • Lost Orders: Contact us within 7 business days of the expected delivery date. We will work with the carrier to resolve the issue and may offer a replacement or refund.

  • Damaged Goods: If your order arrives damaged, contact us immediately with photos of the damage. We will arrange a replacement or refund.

Order Modifications and Cancellations

Can I modify my order after placing it?
You can request modifications within 12 hours of placing your order. After this window, changes may not be possible.

Can I cancel my order?
Orders can be canceled before processing begins without any penalty. Contact us as soon as possible to request a cancellation.

What happens to orders placed on weekends?
Orders placed over the weekend will begin processing on the next business day.

Returns and Refunds

What is your return policy?
You can return items within 30 days from the delivery date. Items must be unused and in their original condition, including packaging, accessories, and documentation.

Are there any restocking fees?
No, we do not charge restocking fees.

Who covers return shipping costs?
Customers are responsible for return shipping costs unless the item is defective or the return is due to our error.

How do I initiate a return?

  1. Contact us at info@cardiffcouture.com with your order number and reason for return.

  2. Our team will provide detailed return instructions.

  3. Ensure the item is in its original condition and include photos if it is defective.

  4. Follow the provided shipping instructions to return the item.

When will I receive my refund?
Refunds are processed within 10 business days after we receive and inspect the returned item. Refunds are issued to the original payment method.

What if I don’t receive my refund after 10 business days?
Check with your bank or payment provider first. If there is no record of the refund, contact us at info@cardiffcouture.com for assistance.

What should I do if I received the wrong product?
Contact us immediately. We will cover return shipping costs and send the correct product at no additional charge.

Can I exchange an item?
Yes. Follow the return process under "Change of Mind," and once your return is processed, you may place a new order for the desired item.

Company name: FBN SALES LIMITED

Address: Unit D3, 11th Floor, Luk Hop Industrial Building, No. 8 Luk Hop Street, San Po Kong, Kowloon, 999077, Hong Kong

Email address: info@cardiffcouture.com

Contact form: contact

Company number: 76712815

Phone: +44 7449286041

Opening hours: Monday to Friday (09:00 - 17:00)