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WRONG/FAULTY ITEM RECEIVED

We are deeply sorry about it. Please read how to proceed in such cases.
Written by Hellena
Updated 7 months ago

WRONG/FAULTY ITEM RECEIVED

Did you receive a wrong or faulty item?
Email [email protected] right after you receive the order. Please introduce yourself, write your order number, item name, describe the error, attach photos.
The more information you provide, the faster we will resolve your case.
Rest assured, we will always solve such issues in your favor.

 


BROKEN PARCEL

Did the box arrive broken and your order is damaged?
External box damage happens very rarely. Our team has very professional packing skills, and we use only the highest quality packing for shipping.
However, if you see that the outer box is damaged, please take pictures before opening it. If you find any of the ordered items damaged, please contact us immediately, within 24 hours after receiving the parcel, and send us the photos of the harmed package & goods.
Please introduce yourself, write your order number, item name, describe the error, attach photos. The more information you provide, the faster we will resolve your case.
Rest assured, we will reimburse you and solve this issue in your favor.


WARRANTY

We guarantee to reimburse any faulty or wrong product received or any lost parcel.

We guarantee the goods arrive in excellent condition and we are sure our customers will be thrilled about their orders.
You, our customer, are very important to us and we want you to be delighted.
We make every effort to display the products online as informative as possible and make sure sizing charts are accurate.
Our suppliers have a very high product quality check, and our couriers are taking care of each parcel shipped.

If you have issues with the goods received – contact us right away - we will make it right and fix the problem.

Please note, our Company does not warrant and is not responsible for damages caused by trying out the received items without care. For example, we accept no returns when the customer is trying to put on the clothes too small for the customer, using force on fragile items such as jewelry, nylons, or lace fabrics, opening the package without care. We are not liable for defects caused by unusual usage, insufficient or incorrect care.
Our Company does not warrant and is not responsible for damages caused by misuse, abuse, accidents, the natural breakdown of materials over time, or problems that may be reasonably expected with regular use, wear and tear, or failure to follow bought item care instructions.
However, we guarantee that we will provide you with all possible information and advice regarding the repair of the item, care advice, and when possible, we will offer spare parts & accessories. 

According to our website's T&C, which customers agree on when placing the order, it is necessary to read and agree with the conditions written on this page before the purchase. It will only take 10 min of your time to read and make sure our conditions are clear and adequate.

We have been in business for more than 20 years. One of the foundations of the enjoyable shopping experience at Fantasmagoria has been the trust between our customers and us. To maintain that trust, we expect all customers to treat each other and the seller with respect. Should you have any doubts or troubles - always contact us - we are here to help and support you!

Please note, if multiple fraudulent returns are detected, we reserve the right to restrict all returns from the customer's account and possibly suspend the account.
If the return rate is higher than 50% than the purchase rate, we reserve the right to remove all discounts or/and any VIP statuses from the customer's account.

MONEY-BACK GUARANTEE

We guarantee you a 100% money refund on returned goods which match Return Policy.

The EU laws protect our customers' purchases.
Customers' payments are protected by PayPal and Braintree payments processors.


Should you have any questions, let's chat!

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