Refund policy

At FOME, we want you to be happy with your order. Because we work with different fulfilment partners, including print-on-demand and dropshipping suppliers, return procedures may vary depending on the product.

If you have any questions about a return, please contact us first at dalal.coffee.11@gmail.com before sending anything back.

Cancelling an online order

For most products purchased online, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

After telling us that you wish to cancel, you will generally have a further 14 days to return the goods.

To be eligible for a change-of-mind return, items should be returned in their original condition, unused and, where applicable, with their original packaging and tags.

Please contact us at dalal.coffee.11@gmail.com before returning an item. We will provide you with the appropriate return instructions and return address for your product.

Customers are responsible for the cost of returning an item when cancelling an order because they have changed their mind, unless we have agreed otherwise or the item is faulty, damaged or incorrect.

We recommend using a tracked delivery service when returning an item, as FOME cannot be responsible for items lost in transit.

Print-on-demand products

Some FOME products are made to order through our print-on-demand fulfilment partners.

Because these products are produced specifically when an order is placed, personalised or customised products may not be eligible for cancellation or return unless they are faulty, damaged or incorrect.

For standard, non-personalised print-on-demand products, your statutory cancellation rights still apply where applicable.

Please contact us before returning any print-on-demand product so that we can confirm the appropriate process with our fulfilment partner.

Dropshipped products

Some products on FOME are fulfilled and shipped directly by our supplier partners.

If you wish to return a dropshipped product, please contact us first at dalal.coffee.11@gmail.com. We will provide you with the correct return instructions and address for that particular product.

Please do not send a dropshipped product directly to the supplier without contacting FOME first.

Damaged, faulty or incorrect items

Please inspect your order when you receive it and contact us as soon as possible if your item:

Arrives damaged
Is faulty or defective
Is different from what you ordered
Is missing from your order

Please email dalal.coffee.11@gmail.com with your order number and, where appropriate, clear photographs of the product and packaging.

We will assess the issue and work with the relevant fulfilment partner to arrange an appropriate remedy, which may include a replacement or refund.

Your statutory consumer rights are not affected by this policy. Goods must be as described, of satisfactory quality and fit for purpose.

Non-returnable items

Certain products may be excluded from the standard cancellation right where permitted by law, including:

Personalised or genuinely customised products
Perishable goods, including certain coffee products
Sealed products that cannot be returned for health or hygiene reasons once opened

If you are unsure whether your product can be returned, please contact us before placing your order or before returning the item.

Exchanges

We do not currently offer direct exchanges.

If you would like a different product, size, colour or design, you may need to return the original item where eligible and place a new order.

If the original item is faulty, damaged or incorrect, please contact us first so we can arrange the appropriate solution.

Refunds

Once your return has been received and assessed, we will confirm whether your refund has been approved.

Where a refund is due, it will normally be issued to the original payment method.

For cancellations under your statutory rights, we will refund you in accordance with applicable UK consumer law, including the cost of standard delivery where required.

Please allow your payment provider additional time to process the refund after it has been issued.