Refund policy

FIBFLX General Returns & Exchanges Policy

1. Return Window

Standard Clients

• Refunds accepted within 14 days of delivery
• From day 15 to day 30, returns are eligible for store credit

VIP Clients (past 12-month repeat buyers)

• Enjoy a full 30-day refund window

Returned items must remain in original, pristine condition—unworn, unwashed, unaltered, and with all tags attached.

2. Holiday Return Window

For purchases made between December 15 and December 31, the return window is extended to January 31 . Exclusions apply; please review the eligibility criteria below. Happy holidays!

3. How to Initiate a Return?

Returns may be initiated through our online portal: Request a return.

• Log in to your account
• Click the order that you want to submit the return for

Once approved, instructions and shipping details will be provided according to your location.

Please allow up to 2 weeks for your refund to process. Return restrictions may be placed on accounts that have exceeded our returns threshold. Please see below for details.

4. Are returns free?

• U.S. Clients
  A prepaid return label is available; a $9 fee will be deducted from your refund.
• International Clients
  Please return your item using the carrier of your choice.

5. How long before I see my refund?

Once your return arrives at our facility:

• Inspection: 2–4 business days
• Refund issuance: within 2 business days post-inspection
• Bank processing times may vary

A confirmation email will be sent once the refund is completed.

6. How do I request an exchange?（Exchanges are always complimentary.）

We welcome exchanges within your eligible return window. To ensure availability and faster delivery, the quickest method is to:

• Submit a return for the original item
• Place a new order for the desired size/color/style

Our Concierge Team is happy to provide one-to-one sizing guidance.

7. FIBFLX Special Returns & Exchanges Policy 

• Pre-Order & Made-to-Order (MTO): These pieces are crafted specifically for your order. Eligible for exchange. Not eligible for refunds, except in cases of verified defects or incorrect shipments. This policy ensures we honor the craftsmanship and limited-batch nature of these creations.

• Luxury Atelier Collections: Our luxury garments—including 100% cashmere coats, 100% Suri alpaca coats, Italian-atelier cashmere knitwear, and all made-to-order outerwear—are crafted individually for your order. To honor the craftsmanship, noble fibers, and small-batch nature of these pieces, they follow a more considered return policy:
  • Eligible for complimentary exchange
  • Not eligible for refunds, except in cases of verified defects or mis-shipment

This ensures we preserve the integrity of the artisanal production process and support a more sustainable, waste-reduced approach.

• Fur & Shearling Atelier: Our real fur and shearling garments are produced on demand with atelier-level attention. Returns for these pieces follow the same exchange-only model, with a 15% atelier handling fee applied when a return is accepted. This fee reflects the specialized craftsmanship, careful material handling, and bespoke production involved.

8. Sustainability Commitment

To reduce unnecessary shipping and textile waste, our team may offer alternative solutions in select situations where a traditional return may not be the most sustainable option.

These solutions are case-by-case, discretionary, and not guaranteed.

9. Return Policy Exceptions

To ensure fairness for all customers, FIBFLX monitors return patterns over a rolling 365-day period. Your account may be subject to a modified returns policy if: You have returned ten (10) or more items within 12 months, and/or Your return rate exceeds 75% of total purchases. In such cases, return eligibility may be restricted or adjusted.

If you believe your account was reviewed in error, please contact us at hello@fibflx.com for reassessment.