Return Policy

RETURN & REFUND POLICY

At Fastly London, customer satisfaction is our priority. If your product arrives defective or you are simply not satisfied, we offer a clear and fair return and refund policy, fully aligned with UK consumer protection standards.

1. Order Cancellation

You may request to cancel your order within 24 hours of placing it, provided it has not yet been shipped.

After 24 hours, or if the item has already been dispatched, cancellation is no longer possible, as the order will already be in the fulfilment or shipping process.

If the cancellation request is received within the allowed timeframe and the item has not yet been dispatched, a full refund will be issued.

To request a cancellation, please contact our support team at:
support@fastlylondon.com

2. Returns – Change of Mind or Dissatisfaction

Customers are entitled to request a return within 14 calendar days of receiving their order.

To be eligible for a return:

• The item must be unused, undamaged and in the same condition as received;

• It must be returned in its original packaging, including any postal labels or courier packaging;

• A proof of purchase is required (e.g. order confirmation email or receipt).

If these conditions are not met, the return may be refused.

Shipping costs are non-refundable in cases where the item was delivered correctly and is in perfect condition.

You must contact our support team at support@fastlylondon.com before returning any product. We will provide you with return instructions and the correct return address.

3. Returns for Defective Items – 30-Day Guarantee

All products come with a 30-day guarantee from the date of delivery.

To request a return or replacement for a defective product:

• Send a video (up to 1 minute) clearly showing the issue and the original shipping packaging with label visible;

• Alternatively, send photos that clearly show the defect and include the parcel label in the frame.

Our support team will review the materials. If approved, you may choose:

• A replacement item of equal value (depending on stock availability), or

• A full refund, including shipping.

This guarantee does not cover damages caused by misuse of the product.

4. Allergic Reactions

All of our products are dermatologically tested and hypoallergenic. However, Fastly London is not responsible for any allergic reactions. Customers are advised to review the product ingredients before use.

5. Refunds

Once your returned item is received and inspected, we will notify you via email regarding the status of your refund request.

If your refund is approved, it will be processed to the original payment method within 7 business days.

6. Delayed or Missing Refunds

If you have not received your refund:

• Double-check your bank account or card statement;

• Contact your card provider, as it may take some time for the refund to appear;

• If the issue remains unresolved, please email us at support@fastlylondon.com

7. Return Address

Do not send any item back to the manufacturer.
Please contact our support team at support@fastlylondon.com to obtain the correct return address and shipping instructions.