INTERNATIONAL RETURNS

Return instructions for customers from outside of the EU
Written by Hellena
Updated 1 month ago
Customers in the USA, UK, Canada, Norway, Switzerland, and other non-EU countries should read international return instructions before returning any item from their order.

You may return almost any unused item to us within 14 days of receiving the order.

  1. Please make sure the item you want to send back is returnable (e.g., it is not hosiery, underwear, makeup, mask, or jewelry. Check the full list of non-returnable items.)
  2. All returned goods should meet the "Return Conditions":
    2.1 Return items must be in their original state, with their original labels and tags.
    2.2 All items must be returned spotlessly clean, unworn, unwashed, clean, and without smells, dust, animal hair, deodorant, or makeup stains. πŸ–€
  3. Pack return items nicely
    3.1 Each returned item should be folded neatly and packed in the original product's branded packaging.
    3.2 Any promotional items included free of charge required to be returned shall the order be returned in full.
    3.3 You may use the same outer box in which we sent your order or use your own. Whichever you use, please protect the returned goods and not ruin their branded packaging.

  4. 4.1 Print the invoice (the invoice was sent to your email when you placed the order; you can also print it out by logging in to your account)
    4.2 Mark the items you are returning to us.
    4.3 Write down if you wish a size exchange, store credit, or money refund. Remember that size exchanges outside the EU can only be sent with your new order.
    The benefits of requesting the store credit instead of the money refund:
    You gain bonus points, putting you on the path to VIP status, or an upgrade if you're already a VIP!
    Did you know? Our VIP customers enjoy special offers such as secret discounts and free shipping.
  5. Place the invoice in a clear envelope and stick it to the outer side of the package. Ask the courier or post worker to provide this envelope for you.
     
  6. Fill in the paper for the customs (the courier of your choice will provide these documents).
    Make sure the customs declaration matches the original invoice data:
    - product price as in the invoice
    - currency must be EURO
    - product name and quantity.

    It is very important to correctly fill out the customs declaration; otherwise, the package will be returned to you. For example, you can not write USD or GBP because you paid us in Euro currency.
  7. Mark the return package as "GOODS RETURN TO THE SELLER." 
  8. Send the return back to our address:
    FANTASMAGORIA
    Dariaus ir Gireno 2
    02158 Vilnius
    Lithuania
     
    Write our phone number +37064866613 & email [email protected] on the outer package next to our address.
      
  9. Contact us through chat or by [email protected] email right after you send the return with this information:
    9.1 The tracking number of the return parcel.
    9.2 Name of the shipping service you used (e.g., Post Office or UPS, DHL).
    9.3 Your full name & order number.
    9.4 Complete list of items returned.
    9.5 Attach a (photo) copy of the customs declaration, which you filled in and sent with the order.
     
    All this data is needed for customs clearance and to receive your order., otherwise, the return won't be accepted.
     
  10. Allow up to 30 days for the parcel to return, and expect up to 2 weeks of customs clearance.
    Any duties that occurred on returned goods due to the wrongly filled customs declaration or parcel not marked as "goods return to the seller" will remain the customer's responsibility.
     

  11. Wait until we receive & inspect the return, and refund your payment for goods (minus the customs charge*). Once we finalize your return, you will receive a confirmation email from [email protected].

    *Please note that EU customs will charge any return from the country outside the European Union 20 EUR. If more than 4 items are returned, the charge is 30 EUR per return. This money will be deducted from the refund (say, you returned 1 item for 50 EUR; we will refund you 30 EUR).

    We understand these return conditions may sound complicated, but we all should abide by the law and follow the international trade and shipment rules. When placing the order with us, you agree to these terms.
    If you have any questions about customs charges- contact your country's customs office.
     


More information about the return process & conditions can be found here.


Should you have any questions before purchasing, please contact us via live chat or email.


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