RETURNS Q&A

Frequently Asked Questions and answers about returns, refunds & exchanged
Written by Hellena
Updated 8 months ago

QUESTIONS AND ANSWERS

Q: Do I have to contact you and receive the return approval before sending anything back?
A: No, you don't have to notify us. Please read all the "Return Policy" and proceed with the return according to our terms.

 

Q: Do I have to explain why I am returning the purchase?
A: If you could give us feedback on why you did not like the item, it would help us serve you better next time. But you do not have to explain anything if you don't wish to. We accept any reason for return.

 

Q: What does it mean, return within 14 days? Do you have to receive it back within this time frame?
A: "Sending the item back within 14 days from when you received the order" means that you have to ship it within two weeks from the date tracking shows it as "Received" by you. No, it does not mean that we have to receive it in 14 days. We understand that delivery by post might be slow, and it may take up to a few weeks to receive your return.

 

Q: Do I have to send the return using the same shipping courier as I received the item from you?
A: No, not at all. You can send it by any courier, post or parcel box delivery service, or bring it to our office. The most important is that the return items reach our address.

 

Q: I want to return some items from two orders I placed with you. Can I return those items in one package?
A: Yes, of course! Please include delivery lists or invoices of both orders, and mark clearly which items are sent for return for the refund.

 

Q: Do I have to register the returned parcel and use the trackable service?
A: Not necessary if you are shipping from the EU country, but please note that you are responsible for delivery, and we accept no complaints if the return is lost or delivery is delayed.

 

Q: I am in Vilnius. Can I bring the return to your office instead of shipping it back to you?
A: Sure thing! Come over any time Monday-Friday from 9:00 until 13:00 or from 14:00 until 17:30. Please be ready to wait for up to 30 minutes until we inspect the return condition and accept your return. If you want an exchange instead of a return, please get in touch with us in advance so that we can prepare an exchange item for you.

 

Q: Do I have to email you the list of the items I sent back, a copy of the customs declaration, and the tracking number?
A: Yes, it is necessary if you ship from outside the European Union (USA, UK, Switzerland, Norway, Russia, Canada, etc.).

  

Q: Will I receive an email when you receive the return and make a refund?
A: Yes, after the refund is made, we will notify you by email with the credit invoice or the tracking number of the exchange items sent. We will also contact you if there are issues with the returned item (e.g., the returned item is non-sellable)

 

Q: I sent an item 2 weeks ago but did not receive any message from you?
A: Please be patient, follow the tracking number, and note that if you sent the return by post - it might take up to 60 days to arrive.

 

Q: My tracking says that the return has been delivered to you. When do you process it?
A: Please allow up to 14 days to inspect the return and proceed with an exchange or refund.

 

Q: My tracking says that the return has been delivered to your post, but you did not pick it up?
A: It may (rarely) happen that the postman forgets to bring us the note about the returned parcel. Please email us the tracking number, sender's full name, and address, and we will contact the post office.

 

Q: There is a quarantine lockdown in my town, and I can't go out to the post to send the return. Can you extend the return shipping time?
A: Sure thing, we can extend the return term! Please email us and describe the situation; let us know what you want to return. We will get back to you with a solution.

 

Q: Can you send me a return label?
A: Yes, it is possible for our customers within the EU countries. You should agree to pay the shipping expenses for this option and bring the parcel to the courier's access point (drop-off location). It would be the same courier which we used to ship your order to you. You'd have to bring a return parcel to any of the courier drop-off locations or access points. A return will cost you the same price as the original delivery + 15 EUR handling fee. We can deduct this payment from your refund (if it is not higher than the returned goods price). Please contact us by email or via chat with this request, write your order number, and let us know what you want to return and if it is for refund or exchange.

  

Q: Where do I find the return form?
A: To send anything back to us, you don't need a return form. Please use the "delivery list" or invoice and mark the returned items. For more info please refer to the general return policy.

 

Q: Can your courier come to my address and pick up the return?
A: Sorry, at the moment it is not possible. We can provide you with the return label, but you should bring the parcel to the courier's drop-off or access point locations. We will send you the link with the list of couriers locations closest to your address in the email with the return label.

 

Q: I bought the item as a Christmas present, can you extend the return time?
A: Sure! All orders purchased and received in December (from 12.01 until 12.31) can be sent back on the first week of January and not later than January 14th.

 

Q: I ordered delivery to Germany but I live in Switzerland. Can I send a return from Switzerland?
A: No, sorry. The return must be shipped from the same country it was shipped to. Unless you send back the return from the country within the EU.

 

Q: Can I cancel the order and ask for a refund if the order is shipped?
A: Yes, you can, of course, but please note that in this case, we will refund you only after the order returns to us, and we will not be able to refund you the initial and return shipping costs, and we will charge you all the expenses related to this return (including all customs charges if any).
You can wait until the order arrives and send it back to us, or you can refuse to pick it up from the post or courier and ask the shipper to send it back to us. Please note, when the order is refused, courier services and post take a long time to proceed with the return. Please, be patient and expect to wait up to 3 months if you are from Europe and up to 6 months if you are from any country outside Europe.
Return shipping costs of the unclaimed parcel from within the EU countries cost the same as the initial shipping + 15 EUR.
Return shipping costs of the unclaimed parcel from the countries outside the EU cost the same as the initial shipping + at least 30 EUR, customs clearance of the return shipments costs 20 EUR to 60 EUR depending on the size of the parcel.

  

Q: I placed the order, but I want to cancel it and get a refund. However, I do not see the cancellation button on my account.
A: To cancel the placed order, please call us right away at +37064866613.
Let us know your order number, full name, and the reason for cancellation.
You can also contact us by email or chat, but we do not guarantee that we'll see your message before the order is shipped.
Please note that order cancelation is only possible within 30 min after you place an order, and only if the order is not yet packed/shipped.

 

Q: I ordered the goods for an event, but they arrived too late. Can I send them back and get a refund?
A: Yes, of course. Please inform us about the return by email or via chat, do not open the parcel, and send it back to us. Once we receive the return, we will refund you for goods, except shipping expenses.
Attention! If you are located in the US or other countries outside the EU, please return according to the instructions here before sending anything back to us. 

 

Q: Will you refund me if I don't pick up my order from Post Office or Courier?
A: If you refuse the order, the order will be returned to us. Please note that we will not refund you the initial and return shipping costs, and we will charge you all the expenses related to this return (including all customs charges, if any). Please note, when the order is refused, courier services and post take a long time to proceed with the return. Please, be patient and expect to wait up to 3 months if you are from Europe and up to 6 months if you are from any country outside Europe.
Return shipping costs of the unclaimed parcel from within the EU countries cost the same as the initial shipping, plus 15 EUR.
Return shipping costs of the unclaimed parcel from the countries outside the EU cost the same as the initial shipping, plus at least 30 EUR, customs clearance of the return shipments costs 20 EUR to 60 EUR depending on the size of the parcel.

 

Q: Is there COVID-related refund delays?
A: There are no COVID-related order packing & shipping delays or refund delays from our side, but there might be slight delays in the delivery because of possible traffic disruptions related to lockdowns. Please read all the information here.

  

Q: My order is lost at the post office or by couriers. Will you refund me or resend the new order?
If you think your order is lost, please contact us immediately by email or via chat. Please write your order number, full name, complete address, and contact phone number, and please explain what happened to the delivery of your order.
We will then start the investigation, which takes up to 2 weeks for orders sent by couriers and 30 days for orders sent by post. Once the investigation is completed, and if your order is not found nor delivered to you, we will contact you with an offer to resend all goods free of charge or refund you in full (the decision is yours).

 

Q: What happens if the courier fails to deliver my order and is sent back to you?
A: Usually, we resend it free of charge, but each situation is unique, so we will contact you once your parcel is returned to us and discuss the shipping options.
If you find out that the order we sent you failed to deliver and sent back to us, please contact us immediately by email or chat. In your message, please explain the situation,  write your full address, contact phone number, and full name.

 

Q: I think I was overcharged by customs (I live outside the EU). Can you help me?
A: Sorry about that, unfortunately, we can't help you here. Please contact your country's customs office and ask them to revise their charge.

 

Q: I live outside the EU, and I paid taxes when receiving my order. Now I want to return something. Will you refund me the taxes I paid?
A: We'd like to help you, but we can't as those taxes you paid to your country's tax office. To receive a tax refund, please contact your country's tax office and customs bureau.

 

Q: Why don't you provide a free return label?
A: We wish we could, but we do not include shipping expenses in the product price. The majority of our customers are happy with their orders and never return them, so they are happy that we keep the low prices and do not add the shipping in the product price. The shipping prices are pretty high and get higher every year, so we can't offer a free return on our inexpensive goods. Also, sending the parcels back and forth is not eco-friendly.

  

Q: Can you refund to the different account than I paid from?
A: No, sorry, that is not possible as we can only refund the same account. If that is a problem, we can always issue you a shopping credit coupon instead of a refund.

 

Q: Why did I receive a smaller refund than the cost of the product?
A: Please check your invoice, and note that you used the discount when placing the order. Therefore we refunded you the product price minus the discount, and this means we refunded you precisely the amount you paid for the returned item(s).

 

Q: My ordered clothing arrived wrinkly. Can I ask for an exchange or refund?
A: Sorry, but as it says in our T&C, due to the nature of online business, packing, storage, and shipment of clothing items, we don't accept complaints about the wrinkles caused by packing. Please use an iron or bring the clothing to the "apparel cleaning service," they will iron it for you.

 

Q: I bought the pair of shoes, wore them for a few days; they feel uncomfortable, and I want to return them. Is it possible?
A: Sorry, but this is impossible due to the hygiene restrictions (sweat inside the shoe, possible dirt on the outer side of the shoe, possible wear marks). When you receive shoes, please try and wear them at home (indoors) on a spotless floor, preferably on the carpet, until you are sure you are keeping them. Shoes should be returned unmarked and in their original, undamaged shoe box.

  

Q: I received a faulty item, and I would like to send it back for a refund or exchange. What are the options?
A: Sorry about the inconvenience: there are a few options on solving this, each case is individual, and it depends on what that fault is, when you received the order and where you are from. 
Please send us an email to info@fantasmagoria.shop. Describe the issue, write your order number, full name, contact phone number; the name or the code of the faulty item, and attach the photos of the faulty item (please make sure the fault is visible on the photo; please send the close-up and the full photo of the item). If the photos are too big or you made a video, please use the free WeTransfer website's services to send us the files. Also, please let us know if you can send the item back to us or you would prefer us to send you the return label.
We will then get back to you with the solution to the problem.

 

Q: I received the size which does not suit me, and I want to sell it and place the order in different sizes. Can you give me an offer?
A: Sorry about that, and yes! Please send us an email to info@fantasmagoria.shop with your order number, full name, contact phone number, the name, or the code of the item which did not suit you. Let us know for which size you would like to exchange, and write your height, bust/waist/hips circumference to advise the best-fit size for you. We will get back to you with the discount coupon offer, which you can use on your future order.

 

Q: I received an item that does not suit me. Can I sell it on your Facebook groups?
A: Of course! You are more than welcome to do this. Please post in our Facebook groups: Fantasmagoria (for any goods bought at our store) & Punk Rave (only for Punk Rave goods bought at our store), message us on the website's chat, we will then approve your post and give you a discount coupon on your next order. When sending a message on chat, please mention your full name, order number, and please tell that it is regarding the approval of the Facebook group post.

 

Q: One of the items has a minor fault that I can fix myself or a sewist's help. Can you give me a discount coupon for that?
A: Absolutely! Sorry about the inconvenience, and thank you for solving this yourself. Please send us an email to info@fantasmagoria.shop with your order number, full name, contact phone number; the name or the code of the faulty item, and attach the photos of the faulty item (please make sure the fault is visible on the photo; please send the close-up and the full photo of the item). If the photos are too big or you made a video, please use the free WeTransfer website's services to send us the files.

Q: Shipping back to you is too expensive in my country. Could you please advise something?
A: Sure thing! If you bought something that you can't wear because of the size or a fit, perhaps take it to the local sewist and ask them to tailor the item for you?
You can also gift it to someone or make a giveaway competition to promote your social media channel.
Or, perhaps, try selling it on the Facebook marketplace in your area, on Depop, Vinted, or eBay platforms, or our Facebook groups Fantasmagoria (for any goods bought at our store) & Punk Rave (only for Punk Rave goods bought at our store). If you decide to sell in our groups, make a post first, then message us on the website's chat; we will approve your post and give you a discount coupon on your next order. When sending a message on chat, please mention your full name, order number, and please tell that it is regarding the approval of the Facebook group post.

 

Q: I am sending you an item for exchange to another size, and I see there is only one piece left. Could you please reserve this size for me?
A: Yes, of course! Once you send back the return, please send us an email with the tracking number of the return parcel, and email us the link or name of the item you sent back and the size you want it to exchange for. We will reserve this size for you and send it to you once the returned item is received & inspected.

 

Q: Where can I see the status of my return?
A: Please log in to your account, go to the orders section, press on the order which items you returned and see its status. Also, please check the tracking link and see if we have already received the return. If the order was received by us more than 2 weeks ago - please check your email for a notification from us. Also, please check your bank account or PayPal account for a refund.


Need more info on return? Read here: https://fantasmagoria.shop/en/returns

Have more questions? Let's chat!

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