1. GENERAL INFORMATION
In compliance with article 10 of the Information Society and Electronic Commerce Services Act 34/2002, of July 11, the following identification details are given for the owner of the Web Site:
Feners is a firm with registered address in Barcelona, Spains. PRELESO VENTURES SL, CIF: B67061341 , Street: Bonavista number 16, Barcelona, ZIP Code 08012. If any question arise concerning the terms and conditions you should contact us at email@example.com. The brand is registered in the Spanish patents and registers organization.
2. OBJECT OF THE CONTRACT
Feners, owner of the site www.feners.com, puts the following document at the users' disposition to make sure all the laws and obligations are complied with, following the law 34/2002, of Ecommerce, Society Services and Information Services (LSSI-CE).
3. PRODUCT PURCHASE
3.1 How to buy Products
3.2 Availability of Products
All Orders are subject to availability of Products. In the event that, once the Order Confirmation is sent, Feners cannot provide the requested Product for any reason, it will contact the User as soon as possible in order to report this circumstance. In this case, Feners may:
(i) offer the User, with no increase in price, a product of similar characteristics and features to the one originally requested, provided they are consistent with the needs of the User; and/or
(ii) offer the User to cancel the requested Order, refunding the amount paid within (14) business days."
3.3 Refusal to process an Order
Although Feners will always endeavour to process all Orders, there may be exceptional circumstances in which it may be forced to refuse to process an Order after having sent the Order Confirmation, and Feners reserves the right to do this at any time at its sole discretion.
Feners reserves the right to withdraw any Product from the Web Site at any time and to remove or modify any materials or content, and shall not be liable to the User or to any third party as a result of withdrawing any Product from the Web Site, regardless of whether said Product has been sold or not, or as a result of removing or modifying any materials or content on the Web Site.
3.4 After placing your order
After placing your order please note this will remain editable within the first 7 days, this involves:
Adding or removing item (s) from the order
Changing the size or model of the item (s). This will be possible considering the availability of stock by the time.
We understand that after buying pre-order items, logically the customer should have had lots of opportunities to edit the order while waiting for the shipping. However, please note that after a certain amount of days the manufacturing and logistics process will start and once this occurs we are unable to make any changes to the order.
This deadline doesn’t apply for changing the shipping address, which will remain editable until the previous day of shipping.
Kindly note if you place an order mixing a pre-order item with a ready-to-ship item this may put on hold your entire order until the full order is ready to ship. This way emissions and packaging waste are lowered as there is only one shipment. However, if you still want to get the ready-to-ship products quicker and can’t wait for the Pre-order product to arrive, you can always place them in separate orders.
3.5 Product Warranty
All Products contained on the Web Site are original Feners products. All Products have a warranty in accordance with the criteria and conditions described in Legislative Royal Decree 1/2007, of 16 November, approving the consolidated General Act on Consumer and User Protection and other complementary laws.
(i) They adhere to the description given by Feners and possess the qualities of the Product that Feners has presented to the User as a sample or model.
(ii) They are suitable for the uses normally given to Products of the same type.
(iii) They are suitable for any particular purpose required by the User when this has been reported to Feners, provided that Feners has accepted that the product is suitable for such use.
(iv) They have the usual quality and performance of a product of the same type that may be expected by the User, given the nature of the item.
In the event of proven Product nonconformity with the required specifications, Feners shall where appropriate, repair, replace, reduce the price or terminate the contract, at no cost for the User.
Feners shall not be liable for damage to the Products that may result from misuse thereof or from actions or omissions of the User that do not conform to the specifications of each Product, or for damage caused by third parties not related to Feners.
Feners puts great care in the presentation and description of the Products. However, the photographs of the products are presented by way of illustration. For information on the precise characteristics of each Product, the User must check the description accompanying each Product. In order to know the characteristics related to every product do not hesitate to contact firstname.lastname@example.org
Once the Order Confirmation is sent, the Products will be delivered to the address specified by the User when making the Order within approximately one to seven (1-4) working days in Spain, 4-12 working days in Europe, excluding saturdays and public holidays, from when the purchase is done.
In the case of express shippings, the delivery time will be 24/48 during working days,excluding saturdays and public holidays, from when the purchase is done.
Feners assumes no liability where the Product is not delivered due to the fact that the data provided by the User is false, inaccurate or incomplete or if delivery cannot be completed through no fault of the shipping company used for this purpose, like the absence of User or the retention of the Product by Customs.
Delivery times are approximate, although Feners tries to meet them.
3.6 Delivery costs & taxes
Delivery costs are calculated at checkout, but they are free from a certain amount for most countries. We are working with a carbon offset partner and a new policy to lower carbon emissions and fight climate change will be implemented very soon.
Orders from outside the European Union may be subject to taxes, customs duties and fees levied by the destination country. The recipient of the shipment is the responsible party for paying these fees.
If you refuse a shipment due to the previously mentioned information, unfortunately, you will be responsible for the original shipping costs, any Import Fees that the package incurred and the cost of returning the package to us. Please note this amount will be deducted from your refund. If you have any doubts or comments please email us at email@example.com
3.7 Price and payment of the Products
The prices applicable to each Product will be those published on the Web Site on the date on which the Order is placed by the User. Although Feners tries to ensure that all prices listed on the Web Site are accurate, errors may occur. In the event that Feners discovers an error in the price of any of the Products that a User has requested, it will inform the User as soon as possible and give him/her the option of reconfirming the order at the correct price or cancelling it. If Feners fails to contact the User, the order will be considered cancelled and the User shall be fully refunded any amounts paid.
Feners shall not be required to provide the User with any Product at an incorrect lower price (even if the Order Confirmation has been sent) if the pricing error is obvious and unmistakeable and could be reasonably recognized by the User as an incorrect price.
The prices may change at any time. However, any changes will not affect the Products with respect to which Feners has already sent a Order Confirmation.
a) Form of payment
Users may pay by credit card or Visa debit, Visa Electron, MasterCard, American Express, and Paypal. To minimize the risk of unauthorized access, the User's credit card details will be coded using SSL. Both if the payment is made by credit or debit card or via Paypal, the charge will be made at the time when Feners sends the Order Confirmation to the User.
b) Value Added Tax (VAT)
The VAT rate will be the legally applicable rate at each time depending on the particular product.
4. RETURN POLICY
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 AND CENTRAL EUROPE
1. Please email us at firstname.lastname@example.org 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 email@example.com and our Customer Care team will arrange the following steps.
NORTH EUROPE, EAST EUROPE, EUROPE (NON-EU), NORTH AMERICA; 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 firstname.lastname@example.org 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.
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.
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 email@example.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 firstname.lastname@example.org 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.
Please contact us at email@example.com for authorization before going ahead with any return.
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.
5. USE OF THE WEBSITE
6. INTELLECTUAL PROPERTY
All information contained on the Web Site, including its graphic design and source code, are protected by copyright and other rights contained in Legislative Royal Decree 1/1996, of 12 April, approving the Consolidated Intellectual Property Act and other rules governing intellectual property.
These rights belong exclusively to Feners, and as such any reproduction, distribution, transformation or public communication is expressly prohibited, as well as any transfer of all or part of the contents of the Web Site, and in general any act of exploitation of all or part of the contents (images, text, design, indexes, forms, etc..), as well as the databases and software necessary for the visualization or the functioning thereof and any object that under current legislation is protectable by intellectual property regulations.
The Users may not under any circumstances commercially exploit or use, directly or indirectly, in whole or in part, any content of the Web Site without the prior written consent of Feners."
The authorization for the use of any content of the Web Site can be requested by writing to the e-mail address firstname.lastname@example.org . The provisions of the preceding paragraphs will not under any circumstances mean that Feners assumes any liability for the content, and shall not entitle the Users or any third parties to any compensation.
7. INDUSTRIAL PROPERTY
The trademarks, trade names, signs, names, logos, slogans or any kind of distinctive sign displayed on the Web Site belonging to Feners, and very specifically, the word “Feners” may not be used without the prior written consent of Feners.
8. LINKS TO THIRD PARTY WEBSITES
The links contained in the Web Site, referring to publicity or other types of content, and whose ownership or responsibility corresponds to third parties other than Feners, are not the responsibility of Feners, which shall under no circumstances undertake to monitor or approve the services, content, data, files, products and other material on the third party webpage or webpages. Therefore, Feners shall not under any circumstances be liable for the lawfulness of the content of such webpage(s), and the third party is exclusively responsible for all matters concerning the content of that link, particularly for compliance with applicable law, morality, good customs and public policy. The existence of links does not imply any relationship between Feners and the owner of the website to which the link is directed.
Feners disclaims all liability for:
(i) The functioning of the Web Site, including cases of force majeure and any other cases beyond Feners’s control, which is not fully operational, or possibly lacks the minimum functionality for managing the relevant service.
(ii) Any errors or security deficiencies that may arise from the use, by the Users, of an outdated browser or insecure version, as well as the activation of password or identification code conservation devices of the User recorded in the browser or for the damage, errors or inaccuracies that may result from any malfunction.
(iii) For any direct or indirect damages that may be caused by the information transmitted or communicated on the Web Site or in any electronic communications, including without limitation technical or human errors in the published data.
(iv) Damage, including but not limited to damage, loss or direct, indirect, incidental or consequential expenses arising in connection with this Web Site or the use of this Web Site or inability to use the Web Site by any party, or in connection with any failure in performance, error, omission, interruption, defect, delay in operation or transmission, computer virus or line or system failure.
Although it uses its best efforts, Feners cannot guarantee the Users access and continuous and uninterrupted use of the Web Site.
11. CONTACT AND WRITTEN COMMUNICATIONS
For any query or issue in connection with the Orders, the User shall contact our customer service email: email@example.com
12. APPLICABLE LAW AND JURISDICTION