Since everything is done either by Madalina or by third-party collaborators, processing and handling your order may take 3-5 working days for all products that show "In stock" under availability in the product page, from the moment the order and payment is confirmed. For the pre-ordered products, the shipping time is shown for each product individually in the product page.
After that, items are to be shipped as follows:
1. with FAN COURIER in ROMANIA (Online payment with debit/credit card). Estimated* shipping time is 3-5 working days after your order is confirmed. (Free Shipping in Romania for orders over 300 RON).
* for clarity, shipping refers to the moment the order is handed over to the courier. Please note that the delivery can be delayed by the courier during busy periods (Black Friday, the days before Christmas, Easter etc.) If that happens, please check the courier website (www.fancourier.ro) to track the order using the AWB we provide (if you didn't receive an AWB, check the spam folder or the order history in your account on our website) to get in touch with them to expedite delivery. We're happy to help with that by logging tickets with FAN Courier, so please let us know if you're seeing delays in delivery.
** since we are a handful of people processing, handling and preparing your orders, we are unable to deliver same-day or next-day orders;
2. with an international courier for INTERNATIONAL delivery (online payment with credit card). Estimated shipping time is 5-7 working days (depending on your location) after your order is confirmed.
*Please note that the delivery can be delayed by the courier during busy periods (Black Friday, the days before Christmas, Easter etc.)
Returns are possible within 14 days of receiving the product, followed by a refund equal to the value of the product(s) ordered plus the shipping cost if the case (please see section 2.3. Refund)
2.1. Return Form
You can use the Return Form in your account. Click on settings and select "My Account". Select Order History (either from My Orders section on the left or from the Account section on the right side). You should now see a list of all orders you placed on our shop. Select the order that contains the goods you wish to return by clicking on the View button (the eye icon). You will then see your order and line items. Each line item has two buttons on the right - Reorder (cart icon) and Return (back arrow). Click on Return and you will be taken to the Return Form with most of the necessary details filled in. Fill in the other fields and send it through to us. Please add as many details as possible about why you want to return the order (or part of it). Based on the info provided, we will determine how the return will take place and if we will cover the return shipping costs or not.
If, for any reason, you cannot use the above return form, you can also contact us via email to express your wish to return an order. We will get back to you to request more details about your order so we can identify it and process the return. Please include in the email subject your Order ID. After you contact us, we will start processing your request and you will be provided with instructions on how to proceed with returning the goods.
2.2. Return shipping cost
In case the return is not caused by our fault (wrong product/size/model or defects), the buyer will need to cover the return shipping cost.
You have the legal right to return the goods within 14 days from the delivery date. In all cases in which the return is not due to our fault (incorrect product received, faulty product, etc.), the return shipping cost will be supported by the customer.
After we receive and inspect the returned good(s), we will proceed to refund you the cost, directly on the debit/credit card used to purchase it initially. If the returned good presents signs of wear, stains or is not in a re-saleable condition, we reserve the right to refuse the return or only partially refund you.
In the meantime, if you wish to purchase another product, we recommend you to place a new order for the desired product. Due to the small nature of our business and the stock variations, we are unable to perform "exchanges of products", but rather treat the return and the new order separately.
In case the return is not caused by our fault (wrong product/size/model or defects), the buyer will need to cover the return shipping cost and will be refunded the value of the returned goods. Initial shipping costs will not be refunded.
In case the return is caused by wrong product/size/model or product defects, we will also refund the initial shipping costs.
Please contact us at firstname.lastname@example.org for any questions or clarifications.
3. Vouchers / coupons
3.1. What are the coupons?
The coupons are codes you can use to have discounts, free shipping or other benefits when completing an order.
3.2. Coupons availability and validity.
We may occasionally provide discount coupons in our newsletters, through social media accounts, business partner etc.
3.3. Instructions of use.
If you have a coupon and want to use it, please follow the steps below:
1. Sign in using your email address and password on our website here.
(If you don’t have an account, please create one here.)
2. Add the desired products to the shopping cart.
3. Click on the shopping cart icon in the top right corner of the page (the bag next to the search icon).
4. Click on the “Enter coupon code” section. A text box will open.
5. Enter the coupon code and click the “Apply coupon” button.
Your coupon will be applied and you will see the discounted price. If the coupon is for free shipping, you will see that at the last step of the order confirmation, before clicking the “Confirm Order” button.
If you have questions or encounter any difficulties, please reach out to us via email at email@example.com or via phone/WhatsApp at +40 772 166 377 or through the contact form on the contact page, here.