FAQs
PRODUCT AVAILABILITY
Q: How do your releases work?
THE FORGOTTEN clothing, accessories and other products will always be released individually, or as part of a collection. Some releases will be limited time only, and some releases/collections may remain available for extended periods of time. Stay tuned via our socials or Mailing list for the most accurate information about each release, and if they are a limited release!
Q: What countries do you deliver to?
All current countries that THE FORGOTTEN operate and ship to can be found in the region selector, which should be at the top of the page (desktop / tablet) or at the bottom of the pages menu, which can be accessed by the button in the top left of the website (mobile / smaller tablets).
By selecting your country from the menu, you will see the correct pricing and shipping information for all products, along with their availability in your country.
If we currently don't offer delivery to your country, please reach out to us at the contact form and let us know where you would like us to expand to next!
Q: Why can't I see all products in my country?
In some countries, we may be unable to ship or offer some products due to inacessible / expensive shipping options or the inability to provide a consistent service to our customers that meets our standards. Whilst we work hard to ensure that all our products are available to as many countries as possible, we understand that you may not be able to purchase certain products in countries that we currently operate in. If you would like to make requests for specific products / countries, please write to us via our contact form and we will do our best to get back to you.
SHIPPING / TAXES
Q: How is shipping calculated?
Shipping for each product is slightly different, and calculated based on where the product is produced. For some of our products we can fulfil the orders from more local facilities to your country, which would greatly decrease the delivery cost. For other products, including limited and specific releases, these will be shipped from the UK and therefore delivery cost may be higher for countries further away from the UK.
Shipping is calculated at checkout, and covers most, if not all, of the cost that you will have to pay to receive your goods. Please see the next question box for information on duties and taxes, which you may also have to pay for your item depending on your country.
Q: How are taxes/duties handled?
As a small company based in the UK, we currently do not collect sales tax or duties on our products. This may change in the future.
For the countries outside of the UK that we currently ship to, you may be responsible to pay VAT/GST and import costs when the product is shipped to you. This is separate to the product cost and delivery cost and cannot be controlled by us. Please search for your countries local taxes on products and ensure you are prepared to pay the extra costs if applicable.
RETURNS / CANCELLATIONS
Q: What is your returns / cancellation poilcy?
We do not offer returns, exchanges, or refunds for orders shipped outside of the UK and EU due to the made-to-order nature of our items.
For orders delivered within the UK and EU, you have a statutory right to cancel your order and request a return within 14 calendar days from the day your package is delivered.
If you wish to cancel an order that has already entered the fulfilment process or has already shipped, the order cannot be stopped mid-transit. You will need to accept delivery of the items and return them to us in their original, sealed, and unused condition. Please do not refuse delivery from the courier; doing so routes the package back to a temporary sorting depot and will significantly delay or prevent your refund from being processed.
Q: What will be refunded after an order is returned?
Upon a valid return, we will refund the full price of the items plus the cost of our standard (cheapest) outbound shipping rate. If you chose an upgraded or express shipping method at checkout, the additional cost above our standard shipping rate is non-refundable.
Q: Who pays for return shipping?
The customer is strictly required to bear the direct cost of returning the goods to our return address. We recommend using a tracked shipping service with insurance, as the customer remains legally responsible for the safe transit and condition of the items until they are delivered to us.
Q: When will I receive my refund?
In accordance with UK/EU law, your refund will be processed within 14 days of either:
1. The day we physically receive the returned items at our return address, or
2. The day you provide us with official, indisputable proof of tracked return postage.
Q: Where do I make a Return request?
To initiate a cancellation or return, please submit your request via our RETURNS FORM. You can also access this form via the link located in our website footer.
QUALITY / COMPLIANCE
Q: How can I guarantee that your products are high quality?
We source our pieces and blanks from reputable sources, some of which are from companies who handle the entire fulfilment, printing and delivery process. The companies and manufacturers that we use have been tested by ourselves to guarantee that any products we release are of the highest quality, and meet our personal brand standards. For any quality issues, please reach out via our contact form.
Q: Are your products GPSR compliant?
We aim for all of our products to comply with the new GPSR regulations within the EU, and we only sell products that we can guarantee the GPSR compliance of on our EU storefronts.
For some products of ours, despite meeting the correct GPSR product requirements, we may not be able to sell them in EU countries due to the inability to assign an EU compliance representative for specific products. If you select an EU country from the store country selector and can no longer see or add a product to basket, this may be the reason.
For GPSR compliance details for each product, including contact details, please find the master product compliance sheet below.
