Refund policy
The return process at The Fashion Project is designed to be simple, structured and transparent. Below you will find the conditions, steps and country-specific details required to return a product.
If you need help at any stage, our Customer Support team is available at support@thefashionproject.gr or by phone at +30 210 575 1000.
1. Statutory Right of Withdrawal & Our Extended Return Period
Under European and Greek consumer protection law, customers have the right to withdraw from an online purchase within 14 days from the date of delivery, without giving any reason.
In addition to your statutory right, The Fashion Project offers a more flexible commercial return period: returns are accepted within 30 days from the dispatch date of your order. This extended return period does not limit or affect your statutory consumer rights.
For more information about your EU consumer return rights, you may refer to the official European Union consumer guidance on returns and the right of withdrawal: europa.eu – Returns and right of withdrawal .
2. Return Eligibility
You may return one or more products from your order within 30 days from the dispatch date, provided that the return meets the conditions below. Returns apply only to orders placed through our official online store.
For a return to be accepted, the product must:
- Be unused, unworn and in its original condition.
- Include all original labels, tags, protective materials and packaging.
- Include the original product box, where applicable, such as a shoe box.
- Have its product box returned undamaged, without writing, tape, courier labels or stickers directly applied to it.
- Be returned from the same country to which the order was originally shipped.
We cannot accept returns for:
- Underwear, for hygiene reasons.
- Socks if the sealed packaging has been opened or removed.
- Products that show signs of use, wear, washing, damage, odour or alteration.
- Products returned without their original packaging, labels or required accessories.
3. Return Procedure via RMA Portal
All returns are managed through our online RMA portal: rma.thefashionproject.gr.
Submitting the RMA form is the first step in requesting a return. It does not automatically mean that the return has been accepted. Each request is reviewed by our team and all returned products are subject to final inspection after they are received.
Returns sent without an approved RMA request may not be accepted. No customer account is required to submit a return request.
Steps
- Visit rma.thefashionproject.gr.
- Enter your order number and the email address or phone number used for your order.
- Select the item(s) you wish to return.
- Select the reason for return.
- Choose your preferred resolution: refund or store credit.
- Select the available return method for your country.
- After approval, you will receive a confirmation email with return shipping instructions.
4. No Exchanges – Refund or Store Credit Only
The Fashion Project does not offer product-for-product exchanges. All return requests are processed only as one of the following:
- Refund to the original payment method, where available.
- Store credit for future use.
If you wish to receive a different size, colour or product, you may place a new order after your return has been completed and approved.
5. Return Approval & Product Inspection
Once your returned parcel is received, our team will inspect the product(s) to confirm that they comply with the return conditions. The return will be approved and processed only after successful inspection.
If a product does not meet the return conditions, the return may be rejected and the product may be sent back to you.
6. Return Methods & Fees by Country / Region
Greece
Available return methods:
- Courier Center: Pickup within 24–48 hours or drop-off at the nearest Courier Center location using the provided voucher.
- ACS Courier: Pickup within 24–48 hours or drop-off at the nearest ACS location using the provided voucher.
- BOX NOW: Drop off your parcel at a BOX NOW locker using the unique code and instructions provided.
| Return Type | Customer Cost |
|---|---|
| Refund to original payment method | €5.00 |
| Store Credit | Free |
| Incorrect or faulty product | Free |
The return fee is automatically deducted from your refund where applicable. No advance payment to the courier is required.
Cyprus
Available return methods:
- BOX NOW: Drop off your parcel at a BOX NOW locker using the unique code and instructions provided.
- DHL Express: Select “Return with DHL” during the RMA process. After approval, you will receive return shipping instructions.
| Return Method | Customer Cost |
|---|---|
| DHL Express | €16.90 |
| BOX NOW | €8.90 |
| Incorrect or faulty product | Free |
The return fee is automatically deducted from your refund or store credit where applicable. No advance payment to the courier is required.
European Union
Returns from the following EU countries are accepted: Austria, Belgium, Bulgaria, Croatia, Czechia, Denmark, Estonia, Finland, France, Germany, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.
EU returns are handled via DHL Express through the RMA portal. Select “Return with DHL” during the RMA process. The system will determine the available return method for your location based on DHL availability.
After approval, you will receive one of the following:
QR Code / Label-Free Return, where available
- No printing is required.
- Save the QR code on your phone.
- Go to a DHL Express Service Point that supports QR code returns.
- Show the QR code to the DHL staff so they can print the label and accept the parcel.
Printed Return Label, where Label-Free return is not available
- Download and print the return label from your confirmation email.
- Attach it securely to the outside of the parcel.
- Make sure the barcode is clearly visible.
- Remove or fully cover any old shipping labels.
- Drop off the parcel at a DHL Express Service Point or schedule a courier pickup via DHL, where available.
You can find your nearest DHL location at locator.dhl.com.
Important packaging instructions for DHL returns
- Pack your item securely, including all original packaging and tags.
- Remove or fully cover any old shipping labels or stickers.
- Do not apply courier labels directly to the product box, such as a shoe box.
- Do not leave your parcel unattended or in a “safe place” for courier collection.
- If you have more than one return shipment, use the correct QR code or label for each parcel.
| Return Type | Customer Cost |
|---|---|
| Refund to original payment method | €22.00 |
| Store Credit | €22.00 |
| Incorrect or faulty product | Free |
The return fee is automatically deducted from your refund or store credit where applicable. No advance payment to DHL is required.
United Kingdom
Returns from the United Kingdom are accepted through the RMA portal. The United Kingdom is outside the European Union, therefore returns may be subject to customs procedures.
The return cost for United Kingdom orders is currently €20.00. This amount is deducted from your refund or store credit where applicable.
If your return requires customs processing, you must follow the instructions provided in your RMA confirmation email. Incorrect or incomplete customs information may delay the return or prevent the parcel from being accepted.
7. Refunds & Store Credit
You may choose one of the following return resolutions:
- Store Credit: credit for a future purchase at The Fashion Project.
- Refund: refund to the original payment method, where available.
Refunds are issued:
- To your card or digital wallet, if the order was paid exclusively by card or digital wallet.
- To a bank account (IBAN), if the order was paid by Cash on Delivery, store credit, or a combination of store credit and another payment method.
Refunds are processed after the returned items have been received and inspected. Refunds cover only the value of the returned product(s), unless otherwise required by applicable consumer law.
Original shipping fees, Cash on Delivery fees and return shipping fees are not refunded, unless the return concerns an incorrect or faulty product confirmed by our team.
Refunds are usually processed within 14 business days after receipt and inspection of the returned items.
All IBAN refunds are processed through Alpha Bank. In line with European payment rules, the SHA principle applies: bank transfer costs are shared between sender and recipient. Any additional fees charged by your bank are not covered by The Fashion Project.
8. Taxes, Duties & Customs Charges for Non-EU Orders
For orders shipped outside the European Union, including the United Kingdom, product prices displayed on our website may not include import taxes, VAT, customs duties or other charges imposed by the destination country.
Where available, these charges are calculated and prepaid at checkout, so that the customer can see the total amount payable before completing the order. The Fashion Project cooperates with DHL and the relevant service providers to support the customs clearance process.
Please note that customs clearance is a process controlled by the customs authorities of the destination country. Although prepaid taxes and duties help simplify and speed up the process, customs authorities may still inspect, hold or delay a parcel.
Estimated delivery times refer to the transport time until arrival in the destination country and customs process. Final delivery may depend on customs clearance and local procedures.
Important note about refunds of taxes and duties
If you return an order shipped outside the European Union, The Fashion Project refunds only the value of the returned product(s), according to this returns policy.
Import taxes, VAT, customs duties and other customs-related charges are not revenue of The Fashion Project and are not refunded by us. If you believe you are entitled to a refund of taxes or duties after returning goods, you must contact the customs authority or tax authority of your country directly.
9. Faulty or Incorrect Products
If you receive a product that is defective, damaged or different from what you ordered, such as the wrong size or item, please submit an RMA request and select the correct return reason.
Our team may request additional information or photos in order to assess the issue. Once the issue is confirmed, the return is completed at no cost to you.
10. Orders with Business Invoices
If your order was issued with a business invoice, the return cannot be completed through the online RMA portal. Please contact our Customer Support team directly.
Email: support@thefashionproject.gr
Phone: +30 210 575 1000
Invoice returns are processed manually by our team. Only refunds are available for invoiced orders. Store credit is not available.
11. Contact & Support
For any questions or assistance with the return process, please contact us:
Email: support@thefashionproject.gr
Phone: +30 210 575 1000
This policy may be updated from time to time due to changes in our commercial policy, shipping partners, operational procedures or applicable legislation.
Last updated: June 2026