Refund policy

1. Return Window

We offer a 30-day return window from delivery (for pieces in pristine condition with all tags attached):

• Standard Clients
  Refunds accepted within 14 days of delivery
  From day 15, returns are eligible for store credit
• VIP Clients (our returning buyers)
  Enjoy a full 30-day refund window

2. Holiday Return Window

For purchases made between December 15 and December 31, our return window is extended to January 31, subject to our standard terms. Wishing you a lovely holiday season.

3. How to Initiate a Return?

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

• Log in to your account
• Select the order and items you wish to return

Once submitted, your return instructions will be emailed to you shortly.

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 arrange return with your preferred carrier.

5. How long before I see my refund?

Once your return arrives at our facility, the full process typically takes 7–10 business days:

• Inspection: 2–4 business days
• Refund Issued: Within 2 business days after inspection
• Bank Processing: 3–5 business days to reflect on your account

You will receive an automated email confirmation as soon as your refund is processed.

6. How do I request an exchange?

Exchanges are always free within your 30-day window.

The easiest way to get the size you need is to place a new order online while sending your original piece back. If you would prefer personal help with sizing or fit, our team is always here for you at hello@fibflx.com.

7. FIBFLX Special Returns & Exchanges Policy

For our special investment pieces—including Pre-orders & Made-to-order (MTO) outerwear, 100% Cashmere coats, 100% Suri alpaca coats, Italian Cashmere collection, and Fur & Shearling Atelier: because these delicate luxury fabrics require dedicated hand-finishing and inspection upon return, exchanges and 100% store credit are always complimentary. If you prefer a refund to your original payment method, a 15% care fee applies upon return (20% for Fur & Mink) to cover individualized restoration.

8. Sustainable Fashion Promise

We believe in well-made clothes that last. To care for our planet and reduce unnecessary waste and shipping, we simply ask that we work together to shop thoughtfully.

• Sizing Help: Not sure about your size? Just ask us. We are happy to measure any piece for you before you order.
• Return Patterns: Trying things on at home is always welcome. For accounts with unusually high returns (such as a return rate over 75%), a standard restocking fee may apply.

Your shopping experience should always feel easy and comfortable. If you ever have a special situation or just want a simpler solution, please reach out to us at hello@fibflx.com. We are always here to help and make things right for you.