Return Policy

How to return your item(s) by our Returns Portal! 

Any claims for misprinted, damaged, defective items must be submitted within two days after the product has been received. For packages that are lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. Claims deemed an error on our part are covered at our expense.

If you notice any issue with the products or anything else about your order, you must submit a report. Returns without a prior report will not be accepted.

The return address is set by default to the Fashion Fanz facility. When we receive a returned shipment, an automated email notification will be sent to you. Unclaimed returns get donated to charity after 4 weeks. 

Damages and issues

Please inspect your order upon reception and contact us immediately (at most within 48 hours) if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it legible for a full refund. Items reported after this period of time are not accepted. The reported items must include a photo of the damaged goods to support@fashionfanz.com, then we'll gladly send a replacement at no cost to you.

How do I report a problem with my order?

You can report problems with an order through your Fashion fanz dashboard. You can report problems with an order by contacting us on live chat, or write to: support@fashionfanz.com

Please note that Fashion Fanz will require a photo to be submitted with your problem report to begin a reshipment if applicable. This will avoid delays and denials. Once a return package reaches our facility, we’ll notify you via email. Based on the reason for the return, we'll decide and let you know what the next steps should be. 

N.B. It's not possible to use your own address for DHL shipments. All orders sent through DHL get returned to our facilities.

Disclaimer

Return addresses are only for product returns. All other types of correspondence (notices, letters, etc.) sent to our address will be returned to the sender, as we're not legally permitted to open correspondence that's not addressed to us. 

More information on our Online Return Policy

• Items must be unworn, unwashed, and have original tags attached and returned in their original packaging.

• We are not liable for any return packages that may become lost or stolen in transit. Please keep your proof of postage and/or return tracking number when shipping back your returns.

• All returns must include an order packing slip or return invoice from our ‘Online Return Portal’ that clearly indicates which items are being returned. If this is not filled out correctly, your return may experience issues in processing.

• Damaged, defective, or incorrect items must be reported within 48 hours of delivery. After that period your items cannot be refunded.

Non-returnable items

Due to health caution, certain items cannot be returned, such as mugs and Dresses. Also 

 These are considered final sales and are non-returnable due to health concerns so they cannot be returned for store credit or exchange. You hereby agree that any returned orders with items mentioned above won’t be available for reshipping and will be disposed of.

Please get in touch if you have questions or concerns about your specific item. Also, we cannot accept returns on sale items or purchased through gift cards. Once again, keep in mind that all return fees will be provided from your side. We are not responsible for the return item’s shipping fees.

Notification for EU consumers: 

According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:

1. The supply of goods that are made to the consumer's specifications or are clearly personalized;

2. Sealed goods that were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons, therefore Fashion Fanz reserves rights to refuse returns at its sole discretion. This Policy shall be governed and interpreted under the English language, regardless of any translations made for any purpose whatsoever.

Exchanges

The fastest way to ensure you get what you want is to return the item within 10 days of receiving your item, and once the return is accepted, and received by us, you will be provided with a gift card by which you can shop any other items on our store.

How we proceed with a refund

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded through a store credit by which you may shop any item on our website, (https://fashionfanz.com) Please remember it can take some time for your Shopping Card to be issued.

Wrong Address

If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).

If you haven't registered an account on fashionfanz.com and added a billing method, you hereby agree that any returned orders due to the wrong shipping address or a failure to claim the shipment won’t be available for reshipping and will be donated to charity at your cost (without us issuing a refund).

Where should I send a return?

The return address is by default the nearest to your region, and is based on where your package was fulfilled: 

• Packages sent out from our US and Mexico fulfillment centers are returned to our Charlotte facility. Its address: 11201 Ed Brown Rd, Charlotte, North Carolina, 28273.

• Packages sent out from our Latvian facilities are automatically returned to Plienciema 5, Marupe, Marupes novads, LV-2167, Latvia.

• Packages sent out from our Spanish facility are automatically returned to Travessía Prat de la Riba, 91-95, 08849 Sant Climent de Llobregat, Barcelona, Spain.

• Packages fulfilled by our partner facilities in Australia are returned to 40 Tanimbla Street, Kedron, Queensland 4031, Australia (apparel orders); 338 Albert St, Brunswick VIC 3056, Australia (non-apparel orders).

• Packages fulfilled by our partner facility in Japan are returned to 817-3 Komiyaji, Shinwamachi, Amakusa City, Kumamoto Prefecture, 8630101 Japan.

• Packages fulfilled by our partner facility in Canada are returned to 3500 Laird Rd, Mississauga, ON L5L 5Y4 Canada.

The addresses provided above are only for product returns. All other types of correspondence (notices, letters, etc.) sent to the address above will be returned to the sender, as we're not legally permitted to open correspondence that's not addressed to us. 

Once a return package reaches our facility, we’ll notify you via email. Based on the reason for the return, we'll decide what the next steps should be. 

My order shows it is being returned to sender. What now?

There are a few reasons an order can be returned to the sender, but most often, it is due to an undeliverable address. Other instances include the package being unclaimed at customs or refused/returned by your end customer. You will receive notice once the order arrives back at our facility. We would advise contacting your end customer to determine how they would like to proceed and contact us with an updated address if you wish to have the product reshipped. New shipping charges will be applied for orders that have been unclaimed at customs, returned by your customer, or had an incorrect address originally provided.

What if the product is damaged in the mail?

If something arrives damaged, send a photo of the damaged goods to support@fashionfanz.com within 48 hours of receiving the order, then we'll gladly send a replacement at no cost to you.

How are returns handled differently when comparing quality concerns or changing my mind?

Any returns or problems that occur because of an error will be handled at our expense.

If you would like to exchange or return a product without any defect or due to a wrong size being ordered would be handled at your expense by placing a new order.

If the item is returned to our facility, someone from our team will contact you regarding the return. We will ship the return back to you; however, you will be responsible for unclaimed returns, or return without prior contact with support@fashionfanz.com without prior proof of damage will get donated to charity after 10 days.

How long do I have to submit a claim for a return/exchange?

Any claims for misprinted, damaged, broken products must be returned within 10 days after receiving the product. For packages lost in transit, all claims must be submitted no more than 4 weeks after the estimated delivery date.Fashionfanz.com reserves the right to refuse any claim for return or damage after that period of time.

 What if the recipient's address was wrong?

If the recipient's address was wrong, then you are held responsible. Usually, the package is sent back to the return address. If you set the return address as your own, you can update the address and personally reship the order. If our address is set as the return address, we'll contact you for an updated address. If the package were not returned to the sender, then you would have to process a new order to replace the original one.

What happens if a package wasn't delivered to me, but the tracking states that it was?

If the package was marked as delivered by the carrier, but the customer reports they have yet to receive it, Fashion Fanz won't cover the cost of reshipping or refunding the order.

There may be cases where the delivery was made, but the package is left in an unexpected location at the customer's address. Customers should reach out to the carrier and inquire if any additional details were left undone by the delivery person. For example: “Left under the table on the back porch."

If you cannot locate the package, you will need to place a new manual order to have it reshipped. We're not yet able to assist with filing claims with shipping carriers but hope to do so shortly.

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