❗ VERY IMPORTANT:
Please contact us before returning anything, including order number, item, reason for return and the name of the carrier you plan to use for the return.
Returns sent without prior approval cannot be accepted and will not be refunded.
If the items can be accepted for return, we will provide instructions on how to ship the items 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 that were paid for fully or partially using a gift card or shopping coupon cannot be returned.

❗ WARNING: Returns sent as DDU (delivery duties unpaid) incur customs duties, handling, brokerage, and import fees, which will be deducted from the refund amount. 
Customers are supposed to send us returns as DDP (delivery duties paid in advance, by you, the returner of the parcel) by paying customs and import fees through a shipping company that you use for the return.
Our right to a refund only covers the value of the goods (minus any obligations under EU law). Duties, taxes, shipping, and handling remain the customer's responsibility. Note that we proceed with the refund only once the returned goods are received and inspected.

❗ You may return almost any unused item that is eligible for return within 14 days of receiving the order.

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

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. This means returning the goods in the same manner as you received them, and as you'd prefer to receive them yourself. 🖤
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 that we sent you with your return approval.
   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 return approval invoice data.
   Product price must be 0, with a note "Returned Goods – No Commercial Value"
   If your courier does not accept 0 as a value for the returned goods, then write 0.01€.
   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.
   
   
7. Mark the return package as "GOODS RETURN TO THE ORIGINAL SELLER. NO COMMERCIAL VALUE" 
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 photocopy 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 if you sent the return by post; 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 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, deducting the customs charge* (if any). Please note that the initial shipping is not returned, and in case of the full order return of the order shipped with a "Free shipping", the initial shipping fees will be deducted from the products. 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, unless you send the return as fully prepaid delivery duty (DDP). 
    Example 1: You returned 1 item for 50 EUR with DDU shipping; we will refund you 20 EUR.
    Example 2: You returned 6 items for a total amount of 300 € with DDU shipping. 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 seem complicated, but we must all abide by the law and follow international trade and shipping rules. When placing the order with us, you agree to these terms.

As ridiculous as it may sound, upon receiving your return from a country outside the EU, we must even pay import fees and customs duties on the amount you paid for shipping the parcel back to us. 
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.

A note from our small family business

We’re a family-run company based in Lithuania—and everything you see is lovingly curated, stocked in-house, and hand-packed by people who value authenticity over scale.

We’d love nothing more than to offer free, hassle-free returns for everyone—but in a small operation like ours, that would mean raising our prices and losing the personal touch our community loves.

Instead, we choose to keep prices fair, service personal, and run a more eco-conscious shop. That means we can’t absorb the high customs, courier, and payment-processor fees if you change your mind—but we’re always here to help you choose the right product from the start, guide you through the return process, or even assist with size advice so you don’t need to return at all.

Thank you for understanding and supporting small businesses with heart.

To avoid any returns, if you have any questions before purchasing, need size or style advice, please don't hesitate to contact us via live chat or email. Or just come to our store in Vilnius and try before you buy! Our store is just a few minutes' drive (by bus!) from the airport!

Continue shopping at Fantasmagoria