❗ IMPORTANT: Please contact us before returning anything by providing your order number, the item you plan to return, and the reason for the return. We will then approve the return and provide instructions on how to ship the item back to us.

❗ The return must be sent from the country to which we originally sent your order, preferably using the same courier service that delivered your order, unless you ship the return from within the EU (for example, orders sent to Switzerland can be sent back from Germany or France).

❗ Orders from a country outside the EU that were paid using a gift card cannot be returned. 

❗ WARNING: Customs duties, handling and import fees will be deducted from your refund amount.

Should you wish to proceed with the return, once you receive our return approval, please follow these return instructions:

You may return almost any unused item to us within 14 days of receiving the order by following these steps:

1. Please ensure the item you want to send back is returnable (e.g., it is not hosiery, underwear, makeup, masks, jewellery, mesh, or PVC Check the complete list of non-returnable items.)
2. All returned goods should meet the "Return Conditions":
   2.1 Return items must be in their original state, with their original labels and tags.
   2.2 All items must be returned spotlessly clean, unworn, unwashed, and without any odours, dust, animal hair, deodorant, or makeup stains. 🖤
3. Pack return items nicely.
   3.1 Each returned item should be folded neatly and packed in the original product's branded packaging.
   3.2 Any promotional items included free of charge that are required to be returned shall be returned if the order is returned in full.
   3.3 You may use the same outer box in which we sent your order, or you may use your own. Regardless of which option you choose, please ensure that the returned goods are protected and their original packaging is not damaged.
   
   
4. 4.1 Print the invoice (the invoice was sent to your email when you placed the order; you can also print it out by logging in to your account)
   4.2 Mark the items you are returning to us.
   4.3 Write down if you wish a store credit or a money refund. 
   
   The benefits of requesting the store credit instead of a money refund:
   You gain bonus points, putting you on the path to VIP status or an upgrade if you're already a VIP!
   Did you know? Our VIP customers enjoy exclusive offers, including secret discounts and complimentary shipping.
5. Place the invoice in a clear envelope and affix it to the outside of the package. Ask the courier or post worker to provide this envelope for you.
   
   
6. Fill in the customs form (the courier of your choice will provide these documents). 
   Make sure the customs declaration matches the original invoice data:
   - Product price as in the invoice
   - Currency must be EURO
   - Product name and quantity
   It is crucial to complete the customs declaration accurately; otherwise, the package may be returned to you. For example, you cannot write USD or GBP because you paid us in the Euro currency.
   If you must write the amounts in your country's currency, then always write the value of 1 (for example: 1 USD, 1 CHF, or 1 GBP)
7. Mark the return package as "GOODS RETURN TO THE SELLER." 
8. Add the return address:
   FANTASMAGORIA
   Pelesos 1
   02161 Vilnius
   Lithuania
    
   Write our phone number (+37064866613) and email (info@fantasmagoria.shop) on the outer package, next to our address.
   
   
9. Return the parcel through the same courier service that delivered your order. For example, if you received your order with FedEx, return it with a FedEx courier.
10. Contact us through chat or by info@fantasmagoria.shop email right after you send the return with this information:
    10.1 The tracking number of the return parcel.
    10.2 Name of the shipping service you used (e.g., Post Office or UPS, DHL).
    10.3 Your full name & order number.
    10.4 Complete list of items returned.
    10.5 Attach a (photo) copy of the customs declaration, which you filled in and sent with the order.
     
    All this data is needed for customs clearance and to receive your order. Otherwise, the return will not be accepted.
     

11. Allow up to 30 days for the parcel to return, and expect up to 2 weeks of customs clearance.
    Any handling fees, duties, or other fees incurred upon return will remain the customer's responsibility.
     

12. Track the return package and contact us via chat or email when your return arrives at the pickup point or if you encounter any issues with the delivery.

13. Wait until we receive and inspect the return. Then, we will refund your payment for the goods (minus the customs charge*). Once we finalise your return, you will receive a confirmation email from info@fantasmagoria.shop.

14. RETURN HANDLING FEES AND CUSTOMS DUTIES
    *Please note that the customs broker will charge us a € 30 fee for any return from a country outside the European Union. If more than 4 products are returned, a charge of € 10 per additional item applies. This amount will be deducted from the refund. 
    Example 1: You returned 1 item for 50 EUR; we will refund you 20 EUR.
    Example 2: You returned 6 items for a total amount of 300 €. We will refund you 250 € (a base customs declaration fee of 30 € + 20 € for the two additional items).

We understand that these return conditions may sound complicated, but we should all abide by the law and follow international trade and shipment rules. When placing the order with us, you agree to these terms. 
If you have any questions about import fees or customs charges, please contact the customs office in your country.

More information about the return process & conditions can be found here.

If you have any questions before purchasing, please don't hesitate to contact us via live chat or email.

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