Step by Step Guide to Free Returns:

We are sorry that you were not happy with your purchase from Forever 21. We want to make sure the process is as easy as possible and we have a dedicated customer services team ready to help you if you wish to make a return. Please follow our simple step by step guide below. Returns should be made within 30 days
If you checked out as a Guest please get in touch with Customer Service here to begin the returns process.

If you checked out through your account please Log In below to register your return:
LOG IN

Returns Policy FAQs


To arrange your return please log into your account, select your order and click the return button where you will be guided through the returns process. Alternatively, if you checked out as a Guest then please contact Customer Service via email or live chat to raise a return. You can contact customer service by clicking here.


If you are experiencing any issues contact us by logging into your account


Once you have requested your return you have up to 30 days from the day you received your order to return your items to us. Please return the items in their original packaging, package the items securely and ensure our returns form is included inside. You will need to obtain a proof of postage receipt when you return your items to us..


Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please ensure that you send your item back to us using a delivery service that insures you for the value of the items.


Please note, all unwanted items need to be returned in pristine condition with all tags intact.


All successful returns will be credited to the original method used for payment. The original shipping charges will not be refunded. We will notify you via email once we have processed your return.


We have high standards when it comes to packaging your order however mistakes do occur from time to time. Please contact us with all information you have. As part of our customer objectives, we will do our utmost to resolve your query with speed, ease and with absolute minimal inconvenience.


We review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action.


Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item.


We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.


You can contact us through your account using the online message centre. Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.


Unfortunately we do not offer exchanges at this time, this may be something we look to do in the future. If you require a different item, please request a refund on the item you are returning and place a new order on our website.


UK returns are free - Please register and send your return as advised above, or get in touch with Customer Service to raise a return if you checked out as a guest.


If you are not satisfied with the way in which we have handled your return or replacement, we want to hear about this. Our aim is to resolve the matter for you and ask that you please contact our customer service representatives at feedback@thehutgroup.com.

If you would like to cancel your order please contact our customer services team via our live chat function *please note - cancellations can only be made within the 1 hour time frame of your purchase. 


For cancellations, our team will need the following information:

  • Order Number
  • Date/time of purchase
  • Customer Name