Consumer right of return and refund

This clause only applies if you are a consumer.

If you are a consumer, you have a legal right to cancel a contract during the period set out below. This means that during the relevant period if you change your mind or for any other reason you decide you do not want to keep a product, you can notify us of your decision to cancel the contract and receive a refund. Advice about your legal right to cancel the contract is available from your local Citizens' Advice Bureau or Trading Standards office. 

However, this cancellation right does not apply in the case of: 

  • any made-to-measure or custom-made products or products made to your specification or clearly personalised;
  • newspapers, periodicals or magazines;
  • perishable goods, such as food, drink or fresh flowers;
    Products such as 
    software, DVDs, CDs or clothing which have a security or health hygiene seal where original plastic wrapping has been opened or unsealed. 

Right to cancel 

You have the right to cancel this contract within 14 days without giving any reason. 

The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods or the last good or the last lot or piece (as the case may be).

To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. a letter sent by post 69-71 Gerard Street, Ashton-in-Makerfield, Wigan, Greater Manchester, WN4 9AG or e-mail to [email protected]).

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired. 

Effects of cancellation 

If you cancel this contract, we will reimburse to you all payments received from you, (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). 

If items have been delivered and you return all goods due to no fault of ours a £2.50 GBP handling fee will be applied.

We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. 

We will make the reimbursement without undue delay, and not later than-

(a) 14 days after the day we receive back from you any goods supplied, or 
(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or 
(c) if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract. 

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. 

If the consumer has received goods in connection with the contract we will collect the goods. 

You will have to bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.


We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we’ll either exchange or replace it, or credit your account.

1: You can exchange or return your purchase within 14 days of delivery.  We want to make your online shopping experience hassle-free and fun.

To return an unwanted non-defective product, it must be:

Returned within 14 days of the product(s) being delivered
Undamaged and unused, with the original labels still attached
In the original packaging, which must be undamaged and in its original condition

Once we have received your return product and it has been cleared by Quality team, your account will be credited within 7 working days, unless you requested a replacement or an exchange.

Products can be exchanged for a different size or colour of the same product, provided that the preferred size or colour is available.

This option is available within 14 days of delivery and is only available for stationary that have a size or colour variation.

If your preferred size or colour is not available, or you want a different product, please return the unwanted product and place a new order.

It’s important that any unwanted product, unless faulty, is returned in a re-saleable condition. We’d expect this to mean that you’ve kept all original packaging and labels, and that the product is undamaged and unused.

We reserve the right to refuse a return or an exchange if products are returned damaged, or not in a saleable condition.

2: Returning products that are not what you ordered

If an incorrect product is delivered to you by mistake (i.e. it’s not the product you ordered), we’ll arrange to collect the product from you, and we’ll deliver the correct product to you as quickly as possible.

Please don’t remove the product from its original packaging. Simply contact our customer service team on 01942 712 000 or email [email protected] to notify us, and we’ll take care of the rest.

3: Returning defective or damaged products

We do our best to ensure that the products we deliver to you are of a high quality. If you’ve received a product with a defect or fault, we’ll gladly replace the exact product at no additional cost to you. Where a replacement product is not available, your account will be credited.

Our replacement promise entitles you to an immediate replacement of a damaged or defective product within 7 days of receipt.

Replacement warranty entitles you to have your product replaced at ShopXtra’s expense if the product is found to be defective or faulty, or unsuitable for the purpose generally intended.

If the product is found NOT to be defective or damaged, you will NOT be entitled to any replacement or credit, but will instead be liable for the costs incurred in having such a product returned to ShopXtra, and then redelivered to you.

The following will NOT be regarded as defects and will NOT entitle you to any replacement or credit, or the replacement warranty: faults resulting from normal wear and tear; damage arising from incorrect usage of the product.

Certain products may come with a supplier’s warranty in excess of ShopXtra’s replacement warranty. If so, this will be stated in the product listing on the site. If the product you received is found to be damaged or defective, and it is within the supplier warranty period, we’ll replace the product at our expense, or process an account credit if a replacement product is not available.

4: Non-returnable products

We can’t offer exchanges, replacements or account credits on the following products, unless they are faulty or not as described:

Where the original packaging has been opened, or where the seal has been broken.
Products such as software, DVDs, CDs or clothing which have a security or health hygine seal where original plastic wrapping has been opened or unsealed.
Products which have been personalised for you or made to your specifications.
This policy does not affect your statutory rights relating to faulty or misdescribed products.

What is the effective date of this privacy policy?

This Returns and Exchange Policy was last updated, and became effective, on 29/10/2015.

These Terms and Conditions were last updated, and became effective, on 29/10/2015.

Contact Information : Our contact details are as follows:
Trading Name: Femalefirst Ltd, 69-71 Gerard Street,, Ashton-In-Makerfield, Wigan, Lancashire, WN4 9AG. General email: [email protected] 
Telephone number: 01942 712000