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FAQs

RETURNS

Not sure on your item and need to return it?

We hope that you are happy with your purchase from us but understand if you need to return your items. We can offer a refund on items returned in an unworn condition with the tags intact within 28 days of delivery for full priced items, and within 14 days of delivery for sale or discounted items. Proof of purchase must be provided for us to process a refund. Any items received in a non-sellable condition will not be accepted.

Please ensure that you return the goods to us folded and in their original packaging.

If you have received an item from Finisterre as a gift, you may return it for an exchange or credit note only. Please state this clearly on a note when returning. 


How can I Return?

We offer a free returns service for customers within the UK.

Head over to  http://finisterre.com/free-tracked-returns and follow the on-page instructions to create your shipping label. You’ll need your order number to complete this.

Either print your label and attach securely to your package or download it on your mobile device and take it to a Post Office that offers a label printing service. (More details can be found on the label printing page.)

Send your package off to our warehouse in Cornwall. Make sure you get a proof of postage and note down your tracking details, just in case.

Unfortunately we do not as yet offer a free returns service for international customers.

For international returns, please send your returns to the below address:

  • Finisterre Returns
  • Unit 8
  • Carn Brea Business Park
  • Wilson Way
  • Pool
  • Redruth
  • TR15 3RR
  • United Kingdom


How do I exchange my item?

There are two ways which you can exchange your item.

  • 1) Make a note on the invoice of which size you will be needing for the exchange.
  • 2) To avoid missing out on the item if the stock is low, simply reorder and send the original purchase back for a refund.

How long will it take for me to get my refund/exchange?

Your return/exchange will take up to a week to be completed. However, in busier periods it will take up to 14 days to be processed from the day it is put in the post.


Can I return something which I purchased in a store via your online returns?

Of course. Please send your item back to the Finisterre warehouse by following the link provided.

https://www.royalmail.com/track-my-return/create/1925

Please remember to include a note letting us know your address, contact number and proof of purchase. Once it is received at the warehouse, the team will notify the store and you will be refunded over the phone.


There is a problem with my order. What should I do?

Thorough checks are made before items leave us, but if you have received your order and there is a fault with any items, either email hello@finisterre.com or give us a call 01872554481 and we will resolve this for you.


PRODUCT CARE

If my coat needs re-proofing, how do I do this and what can I use?

We recommend using a Nikwax product, should your coat need a reproof/ or just some general TLC. Great products, all FC free. Dependent on your jacket and the fabric, you may need to wash the item according to the instruction provided by Nik-Wax.

You can find the Nik-Wax range here

Alternatively, we do offer a reproofing/wash service, for £16 at our Finisterre HQ.


How do I wash and care for my wool products?

Caring for your wool properly is key to ensure its lengthy life span. We advise to wash all wool products on a 30-degree, gentle spin/wool cycle. The garment should then be laid flat to dry and can be re-shaped when damp if needed. If ever in doubt, all washing instructions are on the label inside your item.


How do I look after my Merino items?

Merino is an essential for any active Finisterre supporter but it must be treated with care. We recommend that you wash your Merino on a gentle 30°C wool cycle with a spin of no more than 600rpm. Reshape the item whilst damp and dry flat. Spinning your Merino too high can result in the garment shrinking beyond repair so look after your Merino and it will look after you!


PACKAGING

What can I do with my packaging?

You can add our paper mailing bags to your usual paper recycling. To dispose of any bags with our Leave No Trace branding, all you’ll need is a kettle and your sink. The material breaks down quickly and harmlessly in water temperatures above 70ºC. Should your bag end up in landfill, it will biodegrade naturally and Leave No Trace.

You can find more information on our packaging here – https://finisterre.com/blogs/features/finisterre-packaging


Where was my product made? What is it made of?

We are very proud of our sourcing and fabric innovation here at Finisterre and a great deal of work goes into choosing our suppliers and making sure we are happy with the quality that we can provide to you, the customer. It’s what we live for and why Finisterre started in the first place. You can find out extra information about our sourcing in here - https://finisterre.com/pages/sustainability


ORDERS/STOCK

How can I track my order?

You will be sent a shipping confirmation once your order has been dispatched from our warehouse. You can also track your order by logging into your account here and clicking on the order number you are waiting for. If you have any problems or the delivery is taking longer than usual, contact Customer Services on hello@finisterre.com and we will be able to look into it further for you.


How long will my order take to reach me?

Our standard UK delivery takes 2-3 working days to reach you from dispatch. International orders can take 7-14 working days to arrive so please make sure you place your order allowing plenty of time.

Please not we endeavour to dispatch your order straight away however during sale periods this could take further 2-3 working days.


I’ve made a mistake on my order. Can I make an amendment?

We understand that mistakes can happen so please check your confirmation email as soon as you have placed your order and let hello@finisterre.com know any changes needed as soon as you can. Our warehouse team will be busy processing your order so it might not always be possible to make amendments, but we will try our best.


The item I want is showing as out of stock. Do you have any left?

Most of our stock is sold online, however, the item you want might well be in one of our stores. You can either email hello@finisterre.com  or give us a call on 01872554481 – option 1 and we’ll go on the search for you.


Do you have any other stockists?

We currently have 9 stores throughout the country, you can find more details - https://finisterre.com/pages/stores

We are also currently stocked by Common Wanderer in St Ives, Cornwall, and on  huckberry.com  in the US.


REPAIRS

I’ve damaged my favourite Finisterre jacket/jumper/item. What can I do?

Never fear! We have our very own in house repairs here at Finisterre who are dedicated to breathing life and happiness back into your beloved Finisterre favourites. You can now book a repair online here - https://finisterre.com/collections/repairs-lived-loved - then simply follow the instructions and send the item to us, for our repairs team to get started on.


How long will my Repair take?

Our team are super-efficient, but to get the best results can take time. We will do our best to get your items repaired within 4-6 weeks. This can change dependant of the time of year, so please bear this in mind.


Can I get any non-Finisterre items repaired?

Unfortunately, for now we are only able to repair Finisterre Items, so our apologies for any disappointment.


SITE USE AND EMAIL PREFERENCES

How do I change my account details/password on my profile?

To make any amendments on your account please select the ‘change password’ option to do so. Or if you would like to change your email address get in touch and we can adjust.


How do I unsubscribe from Finisterre’s Mailing list?

Simply email your details over to hello@finisterre.com and the team will remove your details from future mailing.


Don’t want to receive our emails anymore? Here’s how.

To unsubscribe from email marketing, or to receive less from us – forward your request onto the Customer service team and they will be able to assist you with this.

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