Understanding the FWRD return policy before you buy can make all the difference for a smooth shopping experience. We’ll explain everything you need to know about their rules, timeframes, and how to send items back. This guide breaks down the policy into simple steps so you can shop with confidence and handle any returns easily.
FWRD Return Policy
The FWRD return policy is designed to be straightforward for customers. In general, you have 30 days from the date you receive your item to initiate a return. The items must be in their original, unworn condition with all tags and packaging intact. This is standard for luxury and contemporary fashion retailers like FWRD. It’s important to note that final sale items are not eligible for return or exchange, so always double-check the product description before purchasing.
What Items Can You Return?
Most full-price items from FWRD are returnable within the 30-day window. This includes clothing, shoes, handbags, and accessories. However, there are some key exceptions you should be aware of to avoid disappointment.
* Final Sale Items: Any product marked “Final Sale” at checkout cannot be returned or exchanged. This is non-negotiable.
* Swimwear & Intimate Apparel: For hygiene reasons, these items can only be returned if the original protective liner or packaging is present and completely undisturbed.
* Beauty Products: Opened cosmetics, skincare, or fragrance items are generally not returnable due to health regulations.
* Damaged or Altered Items: Any item that shows signs of wear, has been washed, altered, or has removed tags will not be accepted.
* Gift Cards: These are non-returnable and cannot be refunded for cash.
The Standard Return Timeframe
You have a firm 30-day period to start your return. The clock starts on the day your order is delivered, not the day you placed it. FWRD is strict about this deadline, so it’s a good idea to act quickly if you’re unsure about an item. Processing the return itself—from when they receive your package to when the refund is issued—can take additional time, which we’ll cover in the steps section.
Condition Requirements for Returns
This is the most critical part of the policy. To have your return accepted, the item must look exactly as it did when it arrived to you. Think of it as needing to be re-sellable as new.
* All original tags must be attached. Do not remove the brand or size tags.
* Items must be unworn, unwashed, and free of any odors, stains, or damage.
* Original packaging, including dust bags, shoe boxes, and any protective coverings, should be included. Using the original box for return shipping is highly recommended.
* All accessories that came with the item, like authenticity cards, garment bags, or extra straps, must be included.
How to Start a FWRD Return: A Step-by-Step Guide
Returning an item to FWRD is a digital-first process. You must initiate the return online through your account; you cannot simply mail a package back without authorization. Here’s how to do it correctly.
1. Log into Your FWRD Account. Go to the FWRD website and sign in. Navigate to “My Account” and then to “My Orders.”
2. Select the Item to Return. Find the order containing the item you wish to send back. Click on “Return Item” or a similar link.
3. Choose Your Return Reason. You’ll be prompted to select a reason for the return from a dropdown menu (e.g., size, fit, changed mind).
4. Select Refund Method. Choose whether you want a refund to your original payment method or store credit. Note that refunds to payment methods take longer.
5. Print Your Pre-Paid Return Label. FWRD will provide a pre-paid return shipping label. You must print this label. If you don’t have a printer, you might need to visit a library or shipping center.
6. Pack the Item Securely. Place the item with all tags and packaging into a sturdy shipping box. Seal the box securely.
7. Attach the Return Label. Affix the pre-paid label clearly on the outside of the box, covering or removing any old labels.
8. Drop Off the Package. You can drop the package off at any authorized carrier location (typically UPS or FedEx, as indicated on the label). Get a drop-off receipt for your records!
Understanding Return Shipping Costs
FWRD typically provides a complimentary pre-paid return label for customers in the United States. This means you won’t have to pay out-of-pocket to ship the item back to their warehouse. However, this courtesy may not apply in all situations.
* International Returns: Customers returning items from outside the U.S. are usually responsible for all return shipping costs and any applicable customs duties. The process may also differ, so check the international returns section on their website.
* Exchanges: If you are processing an exchange for a different size or color, FWRD often covers the shipping costs for both the return and the new item. This is a nice benefit if you love the piece but need a different fit.
* Final Sale Returns: Remember, final sale items cannot be returned at all, so shipping costs are not a factor.
Refund Methods and Processing Timelines
Once FWRD receives your return at their warehouse, the inspection process begins. This is where they verify the item meets all condition requirements. The timeline for your refund depends on the method you chose.
* Refund to Original Payment Method: This is the slowest option. After the return is approved, it can take 7-10 business days for the refund to be processed and then an additional 3-10 business days for your bank or credit card company to post it to your account. Don’t panic if it doesn’t appear immediately.
* Store Credit (FWRD Credit): This is the fastest option. Store credit is often issued within 24-48 hours of return approval. The credit will appear in your FWRD account and can be used immediately for your next purchase. It usually expires after a year, so check the terms.
* How You’ll Be Notified: FWRD will send you an email confirmation once your return is received and again once the refund or credit has been issued. Keep an eye on your inbox (and spam folder) for these updates.
What About Exchanges?
FWRD does not offer direct exchanges in the traditional sense. You cannot request to swap an item directly on the website. Instead, the process involves two separate transactions.
1. You initiate a return for the original item and select “Store Credit” as your refund method.
2. Once the store credit is issued (which is quick), you use it to place a brand new order for the desired size or color.
This method ensures you secure the new item before it sells out, even while the return is processing. Just be aware you’ll be charged for the new item first, and then reimbursed when the return is complete.
Dealing with Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item, the process is different. Do not initiate a standard return. You must contact FWRD Customer Service immediately, preferably within 48 hours of delivery.
* Have your order number and photos ready. Clear pictures of the damage, the incorrect item, or the packaging are crucial.
* Customer service will guide you through a special return or replacement process. They will often provide a expedited shipping label and prioritize your case.
* You should not be liable for any return shipping costs in these scenarios.
International Return Considerations
If you are shopping FWRD from outside the United States, the return policy has additional layers. The 30-day window still applies, but the logistics are more complex.
* You are responsible for return shipping costs and any associated customs fees or import duties. These costs can be significant, so factor them into your purchase decision.
* You must fill out a customs form declaring the returned goods, usually with a low value or marked as a “return for refund” to avoid double taxation.
* Strongly consider using a tracked and insured shipping service. Without proof of delivery, it’s difficult to resolve issues if the return package gets lost.
* Refunds for international returns may take longer due to additional processing and currency conversion.
Tips for a Hassle-Free FWRD Return
Following these simple tips can help ensure your return goes smoothly and gets approved without delay.
* Try items on carefully. Do so on a clean surface, over your own clothes if possible, to avoid transferring deodorant, makeup, or scents.
* Keep all packaging. Until you’re sure you’re keeping an item, leave every bit of packaging—tags, tissue paper, boxes—untouched.
* Initiate the return online early. Even if you need a few days to get to the post office, starting the process locks in your return within the 30-day window.
* Use the original box for return shipping. It’s the right size and offers the best protection.
* Get that drop-off receipt. This is your proof that you shipped the package on time, in case the carrier loses it.
* Read the product details thoroughly before buying, especially to spot “Final Sale” designations.
FWRD Return Policy FAQ
How long do I have to return something to FWRD?
You have 30 days from the delivery date to initiate a return online. The item must be received by their warehouse within a reasonable time after that.
Can I return FWRD sale items?
You can return items purchased during sales unless they are specifically marked “Final Sale.” Always check the product page and your cart before completing your order.
What is FWRD’s return policy on shoes?
Shoes are returnable within 30 days if they are in pristine condition. They must be tried on indoors on a clean carpet, with the sole protectors intact and the original box included. Any signs of outdoor wear will void the return.
Does FWRD offer free returns?
Yes, FWRD provides a pre-paid return shipping label for customers within the United States. International customers are responsible for their own return shipping costs.
How are refunds from FWRD issued?
You can choose a refund to your original payment method (which takes longer) or store credit to your FWRD account (which is faster). Store credit typically expires 12 months after issuance.
What if my FWRD return is lost?
If you used the provided pre-paid label, use the tracking number to monitor it. If it shows delivered, contact FWRD customer service with your return ID and tracking info. If you shipped it yourself, your drop-off receipt is key for opening a inquiry with the carrier.
Can I return a gift from FWRD?
Yes, but you will need the order number. The refund will typically be issued as store credit to the original purchaser or as a gift card. The standard 30-day and condition policies still apply.
What happens if I miss the 30-day return window?
Returns initiated after 30 days are typically not accepted. Your return request will likely be denied, and the package may be sent back to you. It’s best to contact customer service if you have a special circumstance, but approval is not guaranteed.
Are there any restocking fees?
FWRD does not charge restocking fees for standard returns that meet their policy conditions. However, you are responsible for the cost of return shipping on international orders.
How do I contact FWRD customer service for returns?
You can reach them through the contact form on their website under “Customer Service” or by phone. Have your order number and return details ready to speed up the process.
In summary, the FWRD return policy is clear and industry-standard for luxury retailers. The key to success is acting within the 30-day window, preserving the item’s original condition perfectly, and following the online return instructions precisely. By understanding the rules around final sale items, international returns, and refund timelines, you can shop their curated selection with greater peace of mind. Always document your return with a shipping receipt, and when in doubt, reach out to their customer service team for clarification before sending your package back.