That’s So Fetch Return Policy (2025 Update)
Introduction
Shopping for trendy outfits is exciting, but sometimes the fit isn't quite right or the color doesn't look the same in person as it did on screen. If you need to send something back, understanding the That’s So Fetch return policy is essential to avoid unexpected fees or rejected packages.
This brand is known for having strict guidelines regarding item condition and return windows. Whether you are shopping from the UK, the US, or Australia, the rules can vary slightly depending on your location. This comprehensive guide covers everything you need to know about the 2025 policy, including return window limits, how to secure a refund versus store credit, and the exact steps to process your return online.
Note: Information in this guide is verified as of November 2025. Policies may change, so always check the official portal for the most current updates.
Overview of That’s So Fetch Return Policy
That’s So Fetch is an online-only retailer, meaning all returns must be mailed back-you cannot return items in person. The most important rule to remember is that items must be in perfect, original condition.
Here is a quick summary of how the policy works:
| Topic | Details |
|---|---|
| Return Window | 30 days from purchase/dispatch date. |
| UK Refund Rule | Refunds available if returned within 14 days. |
| Store Credit | Primary refund method for returns after 14 days (or international orders). |
| Eligible Items | Unworn, unwashed, tags attached, original packaging. |
| Return Methods | Online return via portal; Mail-in only. |
| Fees | Return shipping costs are the customer's responsibility (UK: £3.99 fee). |
| Processing Time | 2–3 business days after inspection. |
Return Window & Eligibility
To ensure your return is approved, you must act quickly and keep the items in pristine condition.
Standard Return Window
You generally have 30 days from the date of purchase (or dispatch) to send your items back.
- UK Customers: If you want a refund to your original payment method, you must return the item within 14 days. Returns made between 15 and 30 days are eligible for store credit only.
- US, Australia & International: The standard window is 30 days. Be aware that for many regions outside the UK, store credit is the standard refund method unless otherwise specified by local consumer laws.
Eligibility Requirements
That’s So Fetch is very strict about the condition of returned items. Your return will likely be rejected if it does not meet these criteria:
- Tags Attached: All original tags must be attached and intact.
- Original Condition: Items must be unworn, unwashed, and unused.
- No Marks: Watch out for makeup, fake tan, deodorant marks, or perfume scents.
- Original Packaging: Items should be returned in the clear plastic bags they arrived in.
How to Return Items to That’s So Fetch
Since That’s So Fetch does not have physical store locations, all returns are processed digitally and shipped back.
Online Return Process
Follow these steps to start your online return:
- Visit the Returns Portal: Go to the That’s So Fetch website and locate the Returns/Help section for your region (UK, US, or AU).
- Enter Order Details: Type in your Order ID and the email address used to place the order.
- Select Items: Choose the items you wish to return and select the reason (e.g., "Too big," "Changed mind").
- Choose Outcome: Select whether you want a refund (if eligible), store credit, or an exchange.
-
Get Your Label:
- UK: You will be prompted to pay the £3.99 fee or have it deducted, and a label will be generated.
- International: You may need to address the package manually if a prepaid label isn't offered.
- Pack & Ship: Securely pack items in the original bag. distinct labels. Drop the package off at the post office or carrier indicated on your label.
Important Mail-In Tips
- Keep Your Receipt: Always keep the tracking receipt until your return is fully processed.
- Use Trackable Shipping: If you are paying for your own shipping (International customers), use a service with tracking. That’s So Fetch is not responsible if your package gets lost.
Refund Methods & Processing Time
The way you get your money back depends heavily on where you live and how fast you return the item.
Refund vs. Store Credit
- Refund to Original Payment: This is generally available for UK customers who return items within the first 14 days.
- Store Credit: This is the most common refund method for returns made after 14 days, or for international orders. Store credit is usually emailed to you as a gift card code.
Processing Time
Once your package arrives at the warehouse, the team needs to inspect the items to ensure they meet hygiene and condition standards.
- Inspection: Typically takes 2–3 business days after arrival.
- Funds Availability: If a monetary refund is issued, it may take an additional 3–5 business days to appear on your bank statement. Store credit is usually issued immediately after the return is approved.
Exchange Policy
If you love the item but just need a different size, you can opt for an exchange.
- How it works: In the returns portal, select "Exchange" instead of refund.
- Stock Availability: Exchanges depend on stock. If the size you want is sold out, you will typically be issued store credit so you can purchase something else later.
- Timeline: Exchanges are processed once your original item is scanned or received back at the warehouse.
Non-returnable or Restricted Items
Certain items cannot be returned for hygiene reasons. If you send these back, they will be rejected, and you may have to pay shipping to get them back.
Non-returnable items include:
- Intimates: Underwear, panties, and lingerie.
- Swimwear: Bikini bottoms or one-pieces (unless the hygiene seal is fully intact, though policies are strict here).
- Jewelry: Earrings are non-returnable due to hygiene.
- Perishables: Any food or treats.
- Final Sale: Items marked explicitly as "Final Sale" cannot be returned or exchanged.
Fees, Deductions & Exceptions
Returns are rarely free with fashion boutiques like That’s So Fetch. You should budget for return shipping costs.
- UK Returns: A fee of £3.99 is typically deducted from your refund or charged during the portal process to cover the prepaid label and processing.
- US, Australia & International: Customers are usually responsible for the full cost of return shipping. There are generally no "restocking fees" charged on top of shipping, provided the item is in good condition.
- Faulty Items: If an item arrives damaged, customer support will usually waive these fees and provide a free return label. You must contact them before returning a damaged item.
Holiday & Extended Return Policies
As of the 2025 update, That’s So Fetch does not advertise a specific "Holiday Return Policy" that extends the standard return window.
If you are buying gifts for Christmas or other holidays, assume the standard 30-day limit applies unless the website homepage specifically promotes an extension during the season.
Customer Support & Contact Information
If you have a complicated return or received the wrong item, you should contact the support team directly.
- Method: The best way to reach them is via the Contact Form on their "Help" or "Contact Us" page.
- Response Time: They aim to respond within 24 business hours.
- No Phone Support: There is currently no public phone number for customer service.
FAQ Section
Can I return items to That’s So Fetch without a receipt?
No. Because returns are processed online, you need your Order ID and email address (which acts as your digital receipt) to access the returns portal.
How long does a refund from That’s So Fetch take?
Once the warehouse receives your return, allow 2–3 business days for inspection. After approval, store credit is instant, while bank refunds (if eligible) can take another few days to show up.
Does That’s So Fetch pay for return shipping?
No, generally they do not. UK customers pay a subsidized rate (approx £3.99), while international customers must pay full postage costs. Shipping is only covered if the item is faulty.
Can I return sale items?
Yes, provided they are not marked as "Final Sale." However, sale items are often only eligible for store credit rather than a cash refund.
What if I received a damaged item?
Do not return it through the standard portal immediately. Take photos of the defect and contact customer support first. they will guide you on how to return it for free.
Can I combine multiple orders in one return package?
It is best to keep orders separate to avoid confusion at the warehouse. If you must combine them, ensure you include the packing slips for both orders inside the package.
Why was my return rejected?
Returns are usually rejected because the item had makeup stains, perfume odors, was missing tags, or was sent back after the return window expired.
Is there a restocking fee?
That’s So Fetch does not charge a specific restocking fee, but the cost of the return shipping label is deducted from your refund amount in the UK.
For more information on retail policies, check out our guides on the Depop return policy and Gabes return policy.
Disclaimer: Return policies may change at any time and can vary by location. Always confirm details on the official That’s So Fetch website or with your local store. Information verified November 2025.
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