Exchanges & Returns
RETURN AND EXCHANGE POLICY
If you are not satisfied with the item received or you made a mistake with the size, you have 14 calendar days from when you receive the product to make an exchange or return.
Considerations and conditions:
- We offer free returns for orders over 200€
- Otherwise, the cost of the return depending on the country will range between 6€ and 12€, never exceeding the amount indicated.
- For discounted products and promotions, no changes or returns will be accepted.
- Personalized products cannot be exchanged or returned.
HOW TO MAKE AN EXCHANGE OR RETURN?
In case your order meets the requirements and can be returned, contact our Customer Care team by sending an email to firstname.lastname@example.org with the details of your order and the product (s) you wish to return.
Next, we will provide you with instructions to schedule the collection of the products to be returned to our associated brand or we will schedule the collection. The product to be returned must arrive within 14 days of receipt, for this reason, we recommend that you carry out the processing of the return well in advance to be able to proceed with the return.
Once the collection is scheduled, prepare the package with the original purchase documents. Protect the jewel well using all the original packaging and placing it in a special envelope or bag for shipping and stick the shipping label that we will send you by email. The courier will collect the package at the agreed address and time.
Once the brand receives the product to be returned, and we accept its return, we will send you a confirmation email indicating the amount that will be paid to your Secret Fauna account in the form of a gift card without expiration. You can use this amount to buy any product from our store at any other time.
Please review our TERMS AND CONDITIONS section for more details or contact our team for more information at email@example.com.