Title: Returns

We must be contacted via email at: info @djenaboufatu@yahoo.co.uk

with your order number within 2 working days of receipt if you wish to return an item. We then accept returns within7 days following the receipt of your order. Next, you will receive an email back explaining the returns process (we do not send out return labels). We will not accept returns outside of these time frames. 

Please do not return items without notifying us via email. It may not be eligible for a refund. 

Returned items must be unworn, untampered with and sent back inside the original packaging with tags/labels included (if applicable). Any items returned to us not in its original condition or without its original packaging/labels (if applicable) or is dirty/stained or tampered with, or has signs of wear/odour/perfume, will NOT be eligible for a full item value refund. 

Once your return is received and inspected, we will process a refund within 7-10 days. Please wait till after 7-10 days before enquiring about your return.

Once the refund is approved, you will only be refunded for the product price and please note that we are unable to refund any shipping fees. 

If approved, then your refund will be processed within 7-10 days of receipt of the item and credit will automatically be applied to your original method of payment. Please wait until 7-10 days are over before contacting us to check if the return has been processed.  We will send you an email when we process the refund. The time it takes for you to receive your funds after it is processed depends on your payment facility. PayPal refunds will be made approximately within 3 working days. Please allow up to 7-10 working days for card payment refunds.

If an item has been reduced at the time of a refund/exchange compared to when purchased, the reduced value will be refunded for. This applies for any discount codes too. If an item is returned/exchanged when a discount code has been used,  you will be refunded for that value (excluding postage).

Exchanges

We need to be notified via email of a request for an exchange within 3 days of receipt. We then accept exchanges within 14 days following the receipt of your delivery. Requests received via email after this period are not accepted for an exchange. Shipping fees to send the item out again is paid for by the customer.

After making a request for an exchange, please wait for us to confirm approval of the exchange before returning the item. 

You can only exchange for the same priced item or a higher priced item subject to stock availability. 

To be eligible for an exchange your item MUST be unused and in its original packaging intact with all the tags still attached. 

If you are waiting for an exchange we would need to receive the product first before we send your replacement, subject to stock availability. 

You should also include a pre-paid parcel bag for your replacement item to be sent out to you in the returns parcel (or other arrangements can be made to pay for shipping via email correspondence). 

OR

You could put in another order for the item you want and return the original item for a refund. This way you will not have to worry about stock availability nor include a pre-paid parcel bag. The refund will be issued once the original item is received and inspected (item value only).

Clearance Items

Please note that any Clearance items are strictly non-refundable or exchangeable. If an item is returned to us that is a Clearance item, we are NOT obliged to refund or exchange it.

Cancellations

Cancellations can be made within 24 hours of making an order provided that your order has not already been prepared or dispatched within this time. You need to notify us of a cancellation via email to info @djenaboufatu@yahoo.co.uk Any later, a cancellation will not be accepted as the order may be under the process of dispatch or be dispatched already. 

Shipping

You will be responsible for paying shipping costs for all returned items. You can choose whichever postal service you wish, so you might want to find out how much it would be, in case you want to return, before placing an order with us.

Customers will need to pay an additional shipping fee for an exchanged item to be sent out. 

We will not take responsibility for any incorrect address details provided or for the parcels not being claimed by the buyer.

The goods are your responsibility until they reach our warehouse, so please make sure they are packed appropriately so that it will not get damaged in transit. 

We also suggest that our customers use a tracked service to be eligible for compensation in case the courier loses the parcel. We cannot be held responsible for any lost parcels.

Faulty/damaged items

At Fatu’s Closet we carry out quality checks regularly to minimise any faulty/damaged items. However, if you do receive damaged goods please notify us by sending an email to info@fatuscloset.com immediately, with pictures of the relevant damage and your order number.

Any items damaged in transit will need to be resolved with Royal Mail or the respective courier provider.

Please note:

Actual product colour may vary slightly due to individual monitor settings and picture quality enhancement. We try our best to describe our items exactly as it is.

On rare occasions, when an item has freshly manufactured lace or embroidery work completed on it, there may be an odour. This is not a fault. You simply need to air the item for a while.

Similarly, if there are few loose threads that can be easily removed or slight variations in embroidery designs/placement as a result of batch restock, this cannot be considered a fault. 

Occasionally, labels may be removed as the incorrect label is on the item. This is not a fault.

Late or missing refunds (if applicable)

If you have not received your refund, please contact your bank or payment provider to find out how long it takes them to process a refund.

If the number of working days have gone past and you still have not received your refund, please contact us at info@fatuscloset.com with your order number.

If you have any further questions, feel free to contact us via our contact us page or at info@ djenaboufatu@yahoo.co.uk