PAYMENTS, SHIPPING, EXCHANGES AND RETURNS

PAYMENTS

You can pay using Visa, MasterCard and American Express. The website www.feners.com manages payments through an SSL encrypted system. You can pay via PAYPAL if you prefer. No matter which payment method you chose, all your personal data is protected and the payment data is SSL encrypted. After your purchase you will receive a receipt and we will ship your order asap.

SHIPPING AND DELIVERY TIMES

As you already know we operate with pre-orders and the estimated shipping window is available at the moment of the purchase. The delivery times may vary slightly depending on the zones but we always ship with premium couriers (DHL, UPS, …) so the transit time is short and the package is tracked and insured. Please find below the corresponding information. Kindly note that orders are not being dispatched over the weekend but only during working days (from Monday to Friday).

EUROPE (EU)SPAIN (peninsula) AND PORTUGAL - Spain and Portugal (Andorra, Canary Islands, Ceuta and Melilla are not available at the moment) / 1-2 business days

THE BALEARIC ISLANDS / 1-2 business days

CENTRAL EUROPE - Austria, Belgium, France, Germany, Greece, Italy, Ireland, Luxemburg, Monaco and Netherlands / 2-5 business days for the standard shipping and 1-2 days with the express premium shipping

NORTH EUROPE - Denmark, Finland and Sweden / 2-5 business days for the standard shipping and 1-2 days with the express premium shipping

EAST EUROPE - Bulgaria, Czechia, Estonia, Latvia, Lithuania, Poland, Romania, Slovakia and Slovenia /2-5 business days for the standard shipping and 1-2 days with the express premium shipping

EUROPE (NON-EU) - Norway, Switzerland and the United Kingdom / 2-5 business days for the standard shipping and 1-2 days with the express premium shipping

NORTH AMERICA, AUSTRALIA AND CANADA - 1-3 business days with DHL Express 

REST OF THE WORLD - Worldwide shipping in 2-6 days with UPS or DHL

RETURNS

We want you to love your Feners but if it’s the case you are not completely happy with your item(s), you can request a return and refund.

Please be informed the return requires communication of notice within 14 days of receiving your order. We keep the return period relatively short as sustainability is one of our most important values and if your product doesn’t fit you and we get it back on time we will give it another chance to the returned item as soon as possible while still in the current season. This way we’re closer to being a zero-waste company as there is no stock left when a season ends.If it is the case a return request exceeds the period only by 14 extra days, we will kindly accept the request but please note we won’t be able to issue a cash refund and instead we will generate a voucher for the final amount, deducting the prepaid label cost in case it is used to return the package to us.

If you decide to return any item from an Archive Sale or discounted product we won’t be able to issue a refund. Instead, we will generate a voucher for the final amount, deducting the return label costs (if applicable).

All Feners vouchers have no expiry date and they can be applied as a payment method to any items of any collection.

To make an exchange you will need to return the original order and place a new one. As we operate with pre-orders and some products go fast, we recommend that you place the order with the new size even if the previous order is still in the return process. This way you ensure you won’t miss your favourite pair of shoes.

PREPAID LABELS FOR RETURNS: EUROPE ORDERS (EU) - PENINSULA, PORTUGAL, THE BALEARIC ISLANDS, CENTRAL EUROPE AND NORTH AMERICA

1. Please email us at hello@feners.com indicating your order number, the item(s) that you have decided to return and the reason. The latter is important for us as your feedback is our engine to improve every day.

2. Once the return is authorized, you will receive an email with the confirmation, your return code and the prepaid return label.

3. The returned items should be packaged in perfect condition in the original Feners’ shoebox, as well as the eCommerce shipping box (or similar) for protection. If the original shoe box is damaged or used as a return box, 5€ will be deducted as we will have to replace it.

4. Print your label and please adhere securely and visible to your parcel and drop it off your parcel at your nearest Access Point depending on the company used for the return.

Please be aware that the costs of the prepaid return label will be deducted from the refund/voucher. You will be informed of the cost by our customer care team once you contact us and the prepaid label will not be issued without your acceptance. The costs are established per pair due to the extra costs that courier companies charge for the parcel’s volumetric weight. We highly recommend not disposing of any of the original packagings while requesting a return.

Our customers’ experience is our priority, so we are currently assuming the majority of the costs generated for the shipping and return while charging only a fraction of the cost so we can maintain customer-friendly solutions, but we cannot cover the total cost of a free shipping and free return at the moment.

Instead of a prepaid return label, we offer a pick-up service for our customers in all of Spain and the Balearic Islands.

Please contact us at hello@feners.com and our Customer Care team will arrange the following steps.

NORTH EUROPE, EAST EUROPE, EUROPE (NON-EU), AUSTRALIA, RUSSIAN FEDERATION AND REST OF THE WORLD

At this moment we are unable to proportionate the prepaid return label to our customers from countries outside the European Union. However, please don’t worry, once the return is requested and authorized you’ll be able to send the parcel back to us by using the courier company of your preference. The returned parcel will be sent to our logistics partner near Barcelona, Spain.

Please contact us at hello@feners.com and our Customer Care Team will provide the return code and address where to ship the parcel. Kindly note, the item is the customer's responsibility until it reaches us, so it’s mandatory to send it by any postal service that requires signing upon delivery and provides tracking. If you send the package from outside the European Union, please make sure you send it with Delivery and Duties Paid because we will not cover any extra costs generated at destination when the package reaches us. We will not be able to collect the package and/or if collected the extra costs will be deducted from the refund.

REFUNDS

We will process your refund with the same payment method or store credit (if applicable) as soon as we receive the returned items and after the quality check is assessed by our logistic team. This may take from 3 to 10 business days.

All Feners vouchers have no expiry date and they can be applied as a payment method to any items of any collection.

Any vouchers’ spent, when refunded will be reimbursed in the same form, e.g. if you paid for part of your order with a voucher code and you return the item(s) the coupon will be reactivated and the remaining amount will be reimbursed to the same payment method.

Please note that depending on your bank's processing time, it may take a few days for the reimbursement to be reflected on your account.

SPECIAL CIRCUMSTANCES

a) Faulty item

To avoid waste and dispose of items, we evaluate each item carefully by following our quality checks in line with the highest standards. However, we understand that sometimes things don’t quite go to plan.

If you consider you received a faulty item, please contact us at hello@feners.com, we would need a brief description of the flaw and some pictures of the item so our team can evaluate your case.

Please note all items are handmade in Spain, so some tiny variabilities can be possible and are part of the beauty of a handcrafted product. For E.g. The natural characteristics of Leather and Vegan Leather are not considered a fault.

Products that are considered faulty may be returned for a refund, voucher or an exchange for another item (if available in stock). If this is the case, we will assume the costs.

b) Wrong item

Let us apologize in advance if this is your case, please email us immediately at hello@feners.com and please include some pictures of the item so our Customer Care Team can assess your case. In all cases, we will assume the costs for returning the wrong item and replacing it with the correct one.

c) Out of stock items

If you have placed an order for a sold-out item due to a system or operational inaccuracy, we will inform you as soon as possible and we will try to find a solution with you. However, if we don’t receive any answer within the following 5 days and your order contains multiple items we will partially reimburse the order issuing a refund for the sold-out item and we will proceed to ship the rest of the order. In the case of any order with a single item, it will be cancelled and fully refunded.

d) Delivery failure

We work with premium shipping services, and only after 2-3 failed attempts of delivery the courier company keeps the parcel at the closest pick-up point for 5 days while trying to communicate with the recipient. Only after this occurred, they will return the parcel to us. This can happen for the following reasons:

  • Absence during all the delivery attempts

  • Incorrect or Incomplete Address

Please note after the parcel is shipped we are unable to edit the shipping address so please be careful to enter the correct information at the time of the purchase

FRIENDLY REMINDERS

  • Returned items must be in their original packaging and unworn. Considering this, please try them on carefully without damaging the soles e.g. on a carpet or a clean surface indoors.

  • Damage or omission of the Feners shoebox will, unfortunately, result in a €5 fee. Please note sustainability is one of our main company values and we want to encourage climate-friendly actions as much as possible to avoid waste.

  • Personal items such as socks are non-returnable due to hygiene reasons.