Returns & Refunds

Futugo accepts returns within 14 days from the date of delivery. Returned items must adhere to the following conditions:

• Items must be unworn, undamaged, and unused.
• All tags must be attached, and the original packaging must be included.
• Final sale items are non-returnable unless damaged or faulty upon delivery.
• Footwear and accessories must be returned with the original branded boxes and dust bags (if provided), placed inside a protective box.
• Footwear soles and shoe boxes must remain unmarked during try-on.
• Items with security tags must be returned with the tag in its original position.
• Hosiery, lingerie, and swimwear must have hygiene seals attached and be in unopened, undamaged packaging.
• Lingerie and swimwear can only be tried on over personal undergarments.
• Face masks are non-returnable unless damaged or faulty upon delivery.
• Jewelry items are non-returnable unless damaged or faulty upon delivery.
• Made-to-order items are non-returnable unless damaged or faulty upon delivery.

Customers can initiate a return by sending an email to return@futugoapp.com. Returns not meeting our policy criteria will not be accepted.

As part of our commitment to reducing our environmental impact, our return instructions are paper-free, benefiting our customers, our people, and our planet.

When returning items, include any accessories, branded boxes, or cases in the reusable Futugo packaging. Damaged or missing items may impact your refund.

1. Book a Free Returns Collection

Select your collection address, schedule a collection date, and click Book Collection.

2. Return at a Drop-off Point:

Select the in-store or drop-off option in your account and take the return to your chosen Futugo partner boutique or courier drop-off point.

1. Place the item inside the Futugo packaging, including any brand boxes, dust bags, or cases.
2. Attach your Return Label to the outside of the Futugo packaging.
3. If you received a Return Note, attach it to the outside of your package.
4. Give the Waybill Doc to the courier and make a note of the Waybill Number to track your return.
5. When your package is collected or dropped off, ask the courier to scan the label for tracking.

Head to Orders & Returns in your account.

Ensure all required documents are included in your Futugo package.

Customers are responsible for return shipping costs unless the return is due to a fault on Futugo's part. For international returns, customers must bear the return costs and liability, excluding cases of incorrect or damaged items.

Refunds will be initiated once the returned items undergo a thorough inspection upon receipt. Upon approval, you can anticipate receiving your refund within approximately 2 weeks from the date of item inspection, contingent upon your country of origin. Refunds will be credited to the original payment method.

Customers experiencing issues with damaged or defective items should promptly contact Futugo's customer support. Return shipping costs will be covered by Futugo, and a replacement or refund will be facilitated per our policies.

Customers can request order cancellations within a specified timeframe, subject to any applicable fees or conditions outlined in our Orders & Delivery Policy.

Customers are reminded of their liability for returns made at their own expense not using Futugo's standard return service. Futugo reserves the right to monitor returns and may take action, including account closure, if return behavior breaches our Returns Policy.

Customers may cancel an order under the Consumer Contracts (Information, Cancellation, and Additional Charges) 2013 Regulations. The cancellation must be notified within 14 days from the date of order delivery. Customers are responsible for return costs and arrangements. The cancellation can be communicated by telephone or by completing and returning the provided cancellation form.