Refund policy

The Short Version

Every Formless piece is made to order. We don't keep stock. We don't do restocks. That's the deal — and it's also why we can't accept returns for change of mind or sizing errors.

What we do stand behind: if something arrives damaged, defective, or flat-out wrong — we'll make it right. No arguments, no runaround.

One run. No restock. No do-overs — but we've got you if we mess up.

What We Cover

We'll replace your item, free of charge, if any of the following apply:

  • The item arrives with a manufacturing defect (stitching failure, structural damage, production error)
  • The item arrives visibly damaged due to a production or packaging fault
  • You received the wrong item — wrong product, wrong size, wrong colour from what you ordered

If your situation fits any of the above, reach out within 48 hours of delivery. That window matters — we need to flag the issue with our production partner promptly.

What We Don't Cover

We're straight with you here so there are no surprises:

  • Size issues — every product page includes a detailed size guide with exact measurements. Read it before you order.
  • Change of mind — you decided you don't want it anymore
  • Colour variance — screens display colours differently; minor differences from what you saw on your device are not defects
  • Damage caused after delivery — wash damage, wear and tear, misuse
  • Requests raised more than 48 hours after delivery confirmation

This isn't us being difficult. It's the reality of made-to-order. Every piece is produced specifically for you the moment you place your order.

How to Raise a Replacement Request

If you have a valid claim, here's exactly what to do:

  • Step 1 — Contact us within 48 hours of receiving your order
  • Step 2 — Use the contact form on our website or email us directly
  • Step 3 — Include your order number, a clear description of the issue, and 2–3 photos showing the defect or error

We'll review your request and get back to you within 2 business days. If your claim is approved, we'll arrange a replacement immediately. Replacements typically dispatch within 5–7 business days of approval.

Size Exchanges

Made a mistake with sizing? Here's how it works:

  • Size exchanges are accepted on unworn, unwashed items with all original tags intact
  • You are responsible for return shipping costs
  • Once we receive the item and confirm its condition, we'll dispatch your replacement size
  • Exchange requests must be raised within 48 hours of delivery

There's a size guide on every product page. Use it.

Order Cancellations

Because every Formless piece enters production almost immediately after your order is placed, we cannot guarantee cancellations once payment is confirmed.

If you need to cancel, contact us as fast as possible via the website contact form. If your order has already entered production, cancellation will not be possible.

Double-check your size and shipping address before completing checkout.

Refunds

Formless does not issue cash refunds as a standard resolution. Our primary response to valid claims is a replacement unit.

In exceptional circumstances — such as a confirmed defect where the item is permanently out of stock — we may issue store credit or a discount code for a future order. This will be communicated to you directly on a case-by-case basis.

We do not accept Cash on Delivery orders. All transactions are prepaid.

Contact

To raise a request or ask a question about your order, use the contact form available in the header menu on our website. We respond within 2 business days.

Be specific — the more detail you give us upfront, the faster we can resolve it.