REFUND POLICY

Please allow us 15 working days from receiving your items to process your return and confirm your refund amount. we will send you an email when this has been done, but please be advised it may take a further 3-5 days for the funds to clear in your bank account.

Late or Missing Refunds

If you haven’t received a refund yet, please first check your bank account and contact your credit card company or bank. there is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at lilobb@focus-support-my.com.

International returns

For international returns the cost of returning an item is at the customer's own expense. we would always advise you to securely package your return and use a tracked delivery service or courier as we cannot be held responsible for items lost or damaged in transit.

Please ensure to mark any returned items as “returned goods” on customs or postal forms. failure to do so may delay the issue of any refund due and can result in the shipment being returned to us.

Additionally, any duties incurred by incorrect customs declarations will be deducted from the refund due. likewise, should you refuse the delivery of an order, any fees incurred will be deducted from your refund. please note we cannot accept returns sent with fed-ex, any parcels sent on this service will be rejected and returned to sender.

Returns

Due to covid-19 restrictions it may take longer than usual for your order to be returned to us. we have strict social distancing measures in place in our warehouse this means it may take slightly longer to process your return and get your refund to you. we appreciate your patience and understanding at this time.

To be eligible for a return, your item must be unworn with the original tags attached, in the original packaging and all swimwear must be returned with the hygiene sticker attached. if our customer care team feel any of these points are not met, it is at their discretion on whether the item is suitable for return. should a refund be refused your item will be returned to you.

Items marked as non-refundable including but not limited to, beauty products, haircare or earrings cannot be returned once packaging has been opened due to hygiene reasons.

Gift cards are also not eligible for refunds.

Received the wrong item?

Should you receive an incorrect item in your order, please contact our customer care team directly at lilobb@focus-support-my.com and we’ll do our best to sort it out and get the right item to you as quickly as possible.