Refund policy
We offer a 14-day return policy from the day you receive your parcel.
How to return an item
- Start your return at https://lupa-returns.fogal.io/ — enter your order number (it's in your confirmation email, with or without the #) and the email address you used at checkout.
- Select the items you'd like to return, tell us why, and choose a refund or a swap where one is on offer.
- Print the returns note, place it inside your parcel and send it back to the address shown. If you don't have access to a printer, a handwritten note is fine as long as it includes your order number, name and the items being returned.
- We recommend using a tracked delivery service and keeping proof of postage. You are responsible for the item until it safely reaches us.
If you have any trouble with the portal, message us through the contact page and we'll sort it.
Important information
- Delivery charges are non-refundable.
- If your order originally qualified for free delivery on orders over £85 and your return reduces the order total below £85, the original £3.50 standard delivery cost will be deducted from your refund.
- Socks and grips are non-returnable once opened, for hygiene reasons.
Return conditions
All returned items must:
- Be in their original packaging
- Be in brand new condition
- Be unworn and unused
- Have all original tags attached
- Be free from marks, damage, fragrances or deodorant stains
Our returns team thoroughly inspects all returned items. Please do not send back items that do not meet these conditions.
If your return does not meet the above requirements, it will be rejected and returned to you. You will be responsible for the return postage costs.
Return processing times
Please allow 3 to 5 working days for your return to be processed once received. You will be notified by email when your return has been completed. Refunds are issued to your original payment method and usually appear within 3–5 working days depending on your bank.
Faulty items
If an item arrives faulty or develops a fault within a reasonable time, contact us through the contact page with photos and your order number and we will arrange a replacement or refund, including return postage.
Washing & care
Please follow the washing and care instructions provided on the garment label. We cannot accept responsibility for damage caused during washing or cleaning.
None of the above affects your statutory rights as a UK consumer.