Returns and Refunds
WHAT IS YOUR RETURNS POLICY?
If your purchase does not meet your expectations, you will have 14 days to return it and receive your refund. However, we recommend that you initiate the return of your item within the 7 days after receiving it to ensure that it will be turned to its place of origin in time and within the 14 day time limit. If you want to change it, you must return it and place a new order.
To initiate a return please send an email to firstname.lastname@example.org quoting your order reference and reason for requesting the return and refund. For more information on how to return an order please read our Returns and Refund Policy below.
Returns and Refund Policy
- Your item for return must arrive at its Brand Partner of origin no later than 14 days after you received your order. After this time, we cannot guarantee that your refund will be processed.
- We recommend that you contact us at email@example.com to book your return pickup during the first 7 days after receiving your order, to ensure that it will arrive at the Brand Partner within 14 days. If you have any questions, please email us at firstname.lastname@example.org .
- Please note that we can only collect returns in the same country or region to which your order was sent. If you have to return an item from a different country / region than your original shipment delivery address, you may have to pay additional customs fees. We remind you that you cannot do this using our free return service with pick up at your door.
- Once your return has been received and it complies with our return policy, we will reimburse you through the payment method you used to make your original purchase.
- We warn all our customers that they should review the products they may wish to return before removing any label and removing it from its original package.
- Items must be returned unused, unwashed, undamaged and with their original labels. Shoes and accessories must be returned in their original boxes and inside the protective shipping box.
- If the item has a security label, you must leave it. If this label is removed, the item will not comply with the return policy and, therefore, you will not be reimbursed.
- The stockings and socks must be returned in their unopened packages, and the lingerie can only be tested on your own garments.
- We recommend that you return the items in their original packages to ensure their protection when in transit.
- Returned items will be refunded, excluding the shipping cost when you use our free returns service with pick up at your door.
- All skin care and cosmetic products must be returned unused, unopened, with their security seals and in their original packaging. Otherwise, they will not be accepted for return.
- Jewellery must be returned in the same condition as received, including the brand's package and the documents provided with it.
- This free return service is without prejudice to the fact that, if you prefer, you can exercise the withdrawal by notifying us unequivocally or by using the email address email@example.com .
Fisheyes Fashion SL offers free returns with collection service to all its customers.
You have 14 days from the moment you have received your order to return an item. To ensure that it is returned on time, we recommend that you book your free return by emailing firstname.lastname@example.org with pick-up service during the first 7 days after receiving it. Please provide your order reference and reason for requesting the return.
We will send you an email confirming the approximate time and address of the collection, a reference number of the reservation and return documents. Please keep in mind that we can only collect returns in the same country or region to which the order was sent.
What's next? Prepare your package with the documents for return with your order, as follows:
- Attach the return shipping label and a signed copy of the return note to the outside of the original shipping box.
- Place all items for return, including their original box, within the original shipping box, and leave it open until the courier service agent verifies its contents.
- Keep a copy of the return label, with which you can check the delivery status of your shipment with our courier service, using the tracking number provided.
Also, keep in mind that if your items to return are from several Fisheyes Fashion SL Brand Partners, you must make the return request with collection service for each one. Remember that you will have 30 days to contact us from the moment of collection of your return, in case we do not notify you of your receipt. If you contact us after that period, we can not guarantee your refund.
WHEN WILL I RECEIVE MY REFUND?
Using the tracking number assigned to your return, you can track the progress of your package. As soon as your item is received and accepted by our Brand Partner, we will send you an email to confirm your refund. Refunds are made through your original payment method and, normally, are reflected in your account in 10 working days, depending on your payment provider.
To ensure that your refund is made as quickly as possible, please verify that all items comply with the terms of our Return and Refund Policy.
WILL THE COST OF SHIPPING AND TAXES ALSO BE REIMBURSED?
Although we offer free returns on all orders, the original shipping cost will not be included in your refund. If you made a shipment to a country / region with Delivery At Place (DAP), customs taxes and fees will not be reimbursed by Fisheyes Fashion SL. You can obtain the replacement of these by contacting your local customs authority directly. If, on the other hand, you made a shipment to a destination with Delivered Duty Paid or DDP, taxes and customs fees will be reimbursed by Fisheyes Fashion SL.
CAN I RETURN MY "MADE-TO-ORDER" ITEM?
Due to the nature of custom orders, and the fact that these items have been created especially for you, we do not accept returns for this type of product.
Exchanges must meet the following requirements:
- Exchange is initiated and mailed back by the customer within 7 days of delivery date.
- Available inventory has been confirmed with the Brand Partner.
- The item (s) is new, unworn, unwashed and in original packaging with tags attached.