Refund policy

Fable & Femme Returns Policy

Your rights when you return an item depend on the country your order is delivered to. The first part of this policy applies to everyone. After that, find the section for your country for the specific rights that apply to you.

Every return is handled with complete discretion.

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Part 1: Applies to all orders

Hygiene and safety

Intimate products are personal in nature. For health and hygiene reasons, we can only accept change-of-mind returns of items that are unopened, unused, and in their original sealed packaging. Once a seal has been broken, or an item has been used or worn, it cannot be returned for change of mind.

This applies to vibrators and intimate toys, lubricants, oils and body-safe products, lingerie and underwear, and any other product that comes into direct contact with intimate areas.

Returned items described as unopened may be inspected on receipt. If a returned item shows signs of use, tampering, damage, or broken hygiene seals, we may refuse the return and return the item to the customer.

This rule covers change-of-mind returns only. It never affects your rights when an item is faulty. Your rights for faulty goods are set out in your country's section in Part 2.

How to start a return

Before sending anything back, email us at hello@fableandfemme.com with your order number and the reason for the return. We will confirm the return address and the next steps. We handle every enquiry with complete discretion.

Reporting a faulty item

If your item is faulty, email hello@fableandfemme.com with:

• Your order number
• A description of the fault
• Clear photographs or a short video showing the issue

Where we cannot verify the fault remotely, we may ask you to return the item for inspection. In that case, we will either provide a prepaid return label where available or reimburse reasonable return postage costs upon receipt of proof of postage. Faults caused by accidental damage, misuse, or use outside the product's intended purpose are not covered. The specific remedy you are entitled to is set out in your country's section in Part 2.

Exchanges

We offer exchanges on unopened, sealed items only, subject to stock availability. Exchange items must be of equal or lower value to the original purchase price. Opened or unsealed items cannot be exchanged unless they are faulty.

Incorrect items

If we dispatch the wrong item, we will arrange return postage at our cost and send the correct item as quickly as possible.

Non-returnable items

The following cannot be returned unless they are faulty:

• Any opened or unsealed intimate product
• Lubricants, oils and consumables
• Used lingerie or underwear
• Gift cards
• Items bought as clearance or final sale, where this is stated at the time of purchase

Refunds

Refunds are processed once we have received and inspected the returned item.

• Refunds are issued to the original payment method only.
• Please allow up to 10 working days for the refund to appear in your account, depending on your bank or payment provider.
• Whether any delivery cost is also refunded depends on your country's section in Part 2.
• Where a return is due to a fault, we refund the full product price including any delivery charges paid.

Return shipping

We recommend returning items by a tracked service and keeping proof of postage. Items remain your responsibility until we receive them. We are not liable for returns lost or damaged in transit where no proof of posting has been kept. For change-of-mind returns, return postage is at your cost unless your country's section says otherwise.

Returning an item from another country

If you are returning an item from outside the country it shipped from, mark the customs documentation clearly as "Returned Goods" and declare the item's original value. This allows customs to apply any returned-goods relief correctly. Please do not declare returned goods as having no value, as this can cause the parcel to be rejected or delayed. We may deduct from your refund any import charges we incur as a result of customs paperwork completed incorrectly by the customer.

Customs duties and import taxes

Original customs duties, import taxes, brokerage fees and similar charges imposed by the destination country are generally non-refundable by Fable & Femme, as these charges are collected by third parties or government authorities. Customers should contact their local customs authority regarding any available refund procedures.

Fraudulent and abusive claims

We take the wellbeing of all our customers seriously and aim to give everyone a fair experience. We reserve the right to decline a refund or return where there is reasonable evidence of fraud, deliberate misrepresentation of a fault, or return of goods that have clearly been used and are described as unused. This does not affect your statutory rights.

Need help?

If you have any questions about your return, email us at hello@fableandfemme.com with your order number and details. We handle every enquiry with complete discretion.

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Part 2: Your rights by country

United Kingdom

We comply fully with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Nothing in this policy affects your statutory rights.

Change of mind. You have 14 days from the day you receive your order to tell us you wish to cancel, under the Consumer Contracts Regulations 2013. You then have a further 14 days to return the item. To qualify, items must be unopened, unused and in their original sealed packaging. Under Regulation 28(3), we are entitled to restrict returns of sealed items that are unsuitable for return on health or hygiene grounds once the seal has been broken. Return postage for change-of-mind returns is at your cost. We will refund the cost of standard delivery on a full-order return made within the 14-day cancellation window. We do not refund upgraded delivery options such as express or next-day services.

Faulty items. Within 30 days of delivery, if your product is faulty you are entitled to a full refund or a replacement at your choice. After 30 days and within the product's reasonable lifespan, we will offer a replacement; if a replacement is unsuccessful, not possible, or not provided within a reasonable time, you are entitled to a price reduction or, in some cases, a final right to reject the goods for a refund.

United States

There is no federal cooling-off period for online purchases, so the change-of-mind window below is offered by us as a goodwill gesture rather than a legal requirement.

Change of mind. You have 14 days from the day you receive your order to return unopened, unused items in their original sealed packaging for a refund of the product price. Return postage is at your cost. Delivery charges are not refunded on change-of-mind returns.

Faulty items. If your product arrives faulty, or develops a fault within its reasonable expected lifespan, you are entitled to a replacement or refund. Nothing in this policy limits any rights you may have under the consumer protection laws of your state, or the implied warranty of merchantability that applies to goods sold for ordinary use.

Restocking fees. We do not charge restocking fees.

Canada

There is no general cooling-off period for online purchases in most provinces, so the change-of-mind window below is offered by us as a goodwill gesture rather than a legal requirement.

Change of mind. You have 14 days from the day you receive your order to return unopened, unused items in their original sealed packaging for a refund of the product price. Return postage is at your cost. Delivery charges are not refunded on change-of-mind returns.

Faulty items. If your product is faulty, you are entitled to a replacement or refund. This is in addition to the implied conditions of acceptable quality that apply under your province's sale of goods and consumer protection legislation, which we do not exclude.

Quebec. A French-language version of this policy is available to Quebec customers on request and before purchase. Your rights under the Consumer Protection Act (Quebec), including the legal warranty of quality covering latent defects, are not affected by this policy. Where you are entitled to cancel a distance contract, we will refund all sums paid within 15 days.

Australia

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Faulty items. If a product has a major failure, you choose whether to receive a refund or a replacement. For a minor failure, the Australian Consumer Law lets us choose the remedy, and we will always provide a replacement or refund rather than a repair.

Change of mind. The Australian Consumer Law does not require a refund for change of mind, and our hygiene and safety rule in Part 1 applies. As a goodwill gesture, we accept change-of-mind returns of unopened, unused items in their original sealed packaging within 14 days of delivery, for a refund of the product price. Return postage is at your cost. Delivery charges are not refunded on change-of-mind returns. This goodwill offer does not limit your rights under the Australian Consumer Law set out above.

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Last updated: June 2026