shipping protection

To make a Shipping Protection claim, contact us at hello@formethelabel.com.
  
Shipping Protection is an optional £1.99 service offered by FORME THE LABEL LIMITED, trading as formé. It covers the physical items bought in the same order as the protection.

If your order is lost or arrives damaged

If your parcel is lost in transit or your items arrive damaged, we’ll help straight away with one of the following:
  • A free replacement of the affected items, including delivery.
  • Store credit for the amount you paid for the affected items.
  • A refund to your original payment method for the amount you paid for the affected items.
When you contact us about a covered loss or damage, we’ll arrange your replacement, issue your store credit or initiate your refund immediately.
Replacement delivery will still depend on dispatch and courier transit times. Refunds may take a little longer to appear in your account, depending on your payment provider.

The protection fee

The £1.99 Shipping Protection fee is non-refundable, except where a refund is required by law.
The fee is not reimbursed when we provide a replacement, store credit or refund for a covered item, unless required by law.

Parcels marked as delivered

Shipping Protection does not cover missing parcels where the courier has recorded a successful delivery and provided an accompanying photograph showing delivery to the address or delivery location agreed for your order.
A delivery scan without an accompanying photograph does not, on its own, exclude your parcel from cover.
This applies only to missing parcels. If your items arrive damaged, you can still receive a replacement, store credit or refund, even where the courier has provided a delivery photograph.

Getting in touch

Email hello@formethelabel.com with your order number and a short description of what happened. If your items arrived damaged, please include photographs of the items and packaging where available.
Shipping Protection covers loss in transit and damage on arrival. It does not cover delivery delays alone, sizing or preference issues, or damage that happens after delivery.

Your statutory rights

Your statutory rights are not affected.
Shipping Protection is optional. It does not replace or limit formé’s legal responsibilities, and you do not need to buy it to exercise your rights relating to faulty, damaged, misdescribed or undelivered goods.
The coverage exclusions, non-refundable fee and remedies described here apply to this optional service and remain subject to your statutory rights. They do not prevent you from receiving a refund or another remedy where you are entitled to one by law.

What if my order is delayed?

As we work with third-party logistics companies, we rarely experience delays but we understand this can happen. We appreciate your patience!

In the case your order has been lost, or not met a reasonable delivery period, you may be entitled to a refund or replacement. Please check with your local delivery company or email us at hello@formethelabel.com.

If you purchased Shipping Protection with your order, please reach out to us to make a claim.

How do I return?

To make a return, you can either email our help team at hello@formethelabel.com or follow the instructions found on your packing slip. You must ensure your original packing slip is inside the parcel so we can identify it. 

Your items must be unworn and with any applicable hygiene strips attached in order to qualify for a refund.

My item is faulty. Can I get a replacement?

Should your item arrive with any manufacturing defects, please contact us on hello@formethelabel.com and we will be able to assist you.

Where do you ship to?

We currently ship within the UK and Europe. We do not yet ship to the US or Rest of World. To check our shipping policies and delivery timescales, check out our Shipping & Delivery page.