Shipping and returns
All FENERS' shippings are done via premium couriers such as DHL, UPS and FEDEX and include tracking, a short travel time and insurance. Please note that delivery times can vary slightly depending on the destination.
As we operate with Pre-Order the estimated shipping time is clearly stated on the product at the moment of purchase. When a product is not on Pre-Order, that means that shipping will be completed within the next 1-2 business days. For Pre-Order products, please allow a certain deviation on timing that can happen either way, this meaning products can arrive earlier than expected or slightly later.
Estimated delivery times are as follows:
EUROPE: 2-4 business days
USA & CANADA: 2-5 business days
REST OF THE WORLD: 2-7 business days
Shipping costs are calculated at the checkout and they may be free depending on the country where you are shipping to. Orders outside EU may be subject to taxes and duties and the receiver is responsible to cover them. USA has all taxes and duties included already.
If a shipment is rejected for some reason, the customer will be responsible for any extra costs and taxes / duties generated due to the return of the package. Please note that amount will be deducted from the refund.
If you have any questions do not hesitate to contact us at firstname.lastname@example.org or by letter at FENERS, Bonavista 16 Barcelona 08012, Spain.
Once an order has been made, and only if it it not fulfilled yet, you have 7 days to request an edit, which includes:
- Add or take an article or more than one article from the order
- Change size / model of the product ordered.
- Shipping address
This will always be depending on stock availability at the moment of the edit.
Please note that if you purchase an order that contains a Pre-Order product and a ready-to-ship product, for sustainability reasons FENERS will wait until the order is complete to ship it all together. We do not break down orders to be fulfilled partially.
We have FREE EXCHANGES now for US and EU customers. To make an exchange, you will have to make a normal return and place a new order for the desired product / size. The return has a cost, which will be entirely covered by a voucher that our customer care department will send to you altogether with the return label. You can use that voucher in any future purchase, thus making it a zero sum (free exchange).
FENERS has a 14-day return policy: you have 14 days from when your order is delivered to request a return and ship/postmark it back to our return center for a refund or exchange.
Any claim regarding the delivery of Product(s) must be submitted in 14 working days following receipt of the Product(s). They must be sent in their original condition (packaging, accessories, tag, etc.), using the documents provided in the parcel. If you need any further information, you can send an email to email@example.com.
To request a return please send us an email with your order number to firstname.lastname@example.org and a prepaid label will be provided (only applies to supported countries which include EU and USA). The cost of the prepaid label will be informed for your approval and if used, will be deducted from the refund.
In case we can't provide a prepaid label yet depending on your country, you will have to ship the package yourself and provide tracking, insurance and deliveries and duties paid. You are responsible for your return until the parcel reaches our warehouse, so we would advise you to send it by registered mail or any postage that requires signing upon delivery. Please ship to the following address:
C/ Progres 4-6
Any parcel returned after the prescribed timeframe shall be refused and returned to the sender. No parcel returned as cash on delivery shipping shall be accepted, whatever the reason. The costs and risks pertaining to the return of Product(s) are borne by the sender.
In order for the customer service to accept the return, the Product(s) must be returned in full condition in its original packing, undamaged, with its label attached, not worn, accompanied by all of its accessories, and a copy of the purchase invoice.
The Customer shall not have to justify the reasons or pay penalties, with the exception of return costs and all potential customs duties.
FENERS cannot be held responsible in the event of loss, theft or damage of the parcel. Parcels for which the Customer’s identification (surname, first name, address and return code) is not possible shall be refused.
On receipt of the Product(s) returned by the Customer, the customer service shall send a confirmation of receipt of the Product by e-mail.
All items bought during sales or promotions (including outlet) can be exchanged for another item or online credit within 14 days but not refunded. Online credit cannot be exchanged for cash refund at any point.
For a clearly damaged shoebox a 5€ penalty will be deducted from the refund.