Return and Exchange Policy FAQ
Frequently asked questions about returns, refunds, and exchanges.
What items are returnable?
- Within 14 days from the date of the order arrival
- In unused and resellable condition
- In the original packaging with all the tags intact
- All returns apply a 20€ restocking fee (per item) deducted from the total amount.
What items are non-refundable?
The following items cannot be returned:
- Custom made orders - Genuine fur garments
- Discounted items (if applicable)
The item I received is damaged!
If the purchased product is faulty, reach out to us within 7 days of the delivered date.
Can the items be exchanged?
We allow the exchange of purchased items for selectable variants.
What are the refund options?
The following refund options are supported:
- Refund to the original payment method
- Refund to store credit
How do I ship back the items?
For instructions on how to ship the returned products, refer to the email received after placing the return request.
How soon will I get my refund?
Once your returned item is received and inspected, you will be notified via an email. You will also be informed about the approval or rejection of your refund request. If approved, the refund request will be processed within 5 - 7 working days after approval.
How/when will a refund be issued?
Refunds will be made onto the original mode of payment and will be processed within 10 to 45 days depends on the issuing bank of the credit card.
The wrong product was send to me, what is the process?
Upon receiving your order, if anything is incorrect please email us within 24 hours of receiving your order and we will arrange a collection of the item and send out the correct item to you.
My product is defective, damaged in shipping or tampered, what is the process?
Upon receiving your order, if you notice a defect please email us within 24 hours of receiving your order and we will arrange a collection of the item and send out a replacement to you.
My question is not addressed...
If you have any queries regarding return or refund, please email us email@example.com
You have 14 working days to return your order to us for a refund/exchange from the day you receive your order.
- Furs need to be returned in a saleable condition. Furs can easily take on house smells, cooking smells, perfume etc, therefore we highly recommend keeping furs in the package and garment bag. If we receive returns in an unsaleable condition the goods will be returned back to you. Your item will need to be sent back tracked to us, please note we do not offer free returns and return costs will need to be paid for by the customer.
Customer can cancel their order within 12 hours; refunds will be made back to the payment solution used initially by the customer. Please allow up 45 days for the refund transfer to be completed.
Made to order products are non refundable or exchangeable and are custom made for you. Please ensure you are 100% happy with your custom order before you purchase, your order will be processed straight away and will be made for you.
Please email us firstname.lastname@example.org if you have questions regarding custom orders.
If you have any questions regarding your fur choice, style or size guidance please do not hesitate to contact us.