Returns & Refunds
Eligibility & Condition
At Fitizen we love our products, and we’re sure you will too. However, if for some reason you’re not completely satisfied, we’re more than happy to accept the return of any item(s) purchased from us. Our support team will guide you through the return process.
✓ 30-Day Easy Returns
You have 30 days from the date of delivery to return an item.
Items must be unworn, unwashed, and in re-saleable condition with all labels intact and on the garment.
No restocking fee is charged for returns.
How we help
We have a support team in place to handle your return or exchange and make the process as easy as possible. See section 05 for the exact steps.
Return Costs by Region
Return shipping costs depend on where your order was delivered.
Completing customs forms on return
When returning an item to us from outside the UK, make sure to complete any applicable customs forms correctly and clearly mark the parcel as returned goods, to avoid additional charges when it re-enters the UK.
Defective vs. Change of Mind
Who pays for a return depends on the reason for it.
✓ Defective or incorrect products
We cover all costs for defective or incorrect items, including items that have been damaged in transit by the carrier.
✗ Customer remorse (change of mind)
The customer is responsible for the return postage costs. These are non-refundable should you decide to return an item for any reason, for example you’ve purchased the wrong item, the item doesn’t fit, or you’ve simply changed your mind.
Condition of Returned Products & Sale Items
Required condition
All items must be returned to us in their original condition: unworn, unwashed, with all labels attached (on the garment, where applicable) and in re-saleable condition. Items returned to us in an unacceptable condition will be returned to sender.
Sale items
Items purchased during a sale can be returned for a refund or exchanged at the same sale price. Items must still be returned in saleable condition.
How to Return an Item
Follow these three steps to send your item back to us.
Complete return information
For UK returns, use the original packing slip as your return form and note which products you wish to return or exchange. Our fulfilment partner processes the return from this information. If you’ve lost your packing slip, complete our return form in full so your return can be processed efficiently.
Print your returns label
For UK returns, find your nearest Post Office and generate a label using our returns portal below. Simply follow the instructions on the page to return your item easily.
Send it back
Follow the return shipping instructions provided in your return authorisation email. Use the recommended carrier or shipping method and we’ll take care of the rest.
UK returns portal
Start your return with Royal Mail
Use our returns portal to create your return label and find your nearest Post Office drop-off point.
Start my return ›Refund Process
Once we receive your return, here’s what happens next.
Refund timeline
Inspection
Once your item is returned to us, we inspect it to check that it meets our return criteria.
Refund processed (5–10 working days)
Your refund is processed within 5–10 working days from the date we receive the item in full re-saleable condition.
Refund confirmation
You’ll receive an email confirming your refund has been processed, or if we need to confirm any additional information with you first.
Exchanges
Exchanges are available on all items within 28 days. Please contact us at info@fitizenjeans.com if you’d like us to arrange an exchange for an alternative size, colour, or style.
Subject to stock
We can only exchange items that are currently in stock. You’ll receive a confirmation email once your exchange has been dispatched.
International Returns Due to Refused Import Taxes
Import duties, taxes, and fees on international orders are mandatory customs charges, and the customer is responsible for paying them along with any fines for non-compliance and return postage.
If import taxes are refused at delivery
A refusal to pay import taxes results in a reduced, partial refund.
If you fail to pay any customs charges and the carrier returns the parcel to sender, a handling and processing fee of $50 USD will be deducted from your refund. You will receive a partial refund of 50% of the returned item’s value, as you remain responsible for the return postage and other charges Fitizen incurs as a result of the refused delivery.
If customs disposes of the package, no refund is issued. By placing an order, you agree to sign for the package as proof of delivery and accept the import responsibilities and charges described above.
Non-Returnable Items
Hygiene & safety items
There are a number of products we sell that are non-returnable for reasons of hygiene and safety. Where this applies to a specific product, it will be noted on that product’s page.
Questions? We’re here.
Our customer service team aims to reply to any emails within 1–2 business days.
Contact information
Fitizen
2T E-Business LLC
606 Vang Ct, Boiling Springs, South Carolina 29316, United States of America
Tel: +1 740 272-5703 · info@fitizenjeans.com
Customer Service: Monday–Friday, 09:00–17:00 (GMT+7) · Response time: 1–2 business days
This policy applies to all orders placed on fitizenjeans.com. Applicable consumer-protection laws in your country of residence apply in addition to this policy. Nothing in this policy affects rights that cannot be waived under applicable law. Fitizen is operated by 2T E-Business LLC. We reserve the right to amend this policy at any time, without prejudice to your statutory rights. Effective 1 September 2026.