Complaints and returns

How to proceed with a complaint?

If your goods are subject to a complaint, please use one of the following complaint options:


Complaint form: Please fill out the complaint form on this page.

E-mail: Contact us via our e-mail support@fapiere.com. Please state the reason for the complaint and your order number.

Customer Account: Log in to your customer account HERE . The link will take you to your customer account, from where you can request a claim.

After filing a complaint, we will inform you about the progress of the complaint by e-mail. If your complaint is considered appropriate, we will send you a new item or refund the money, depending on your preferred option. We will handle the complaint within a few days, but within 7 calendar days at the latest.

You can find more information about complaints and returns on this page, under the complaint form.

Form - return of goods and complaints

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Complaints and returns

Complaint

Complaints can be made on goods with manufacturing defects that become apparent during the warranty period. Use this option if you received the goods more than 30 days ago. Otherwise, please go to the return section for wrong or damaged goods. The warranty does not apply to goods that show signs of normal wear and tear or damage caused by the consumer . Guaranteed it also does not apply to goods that have been damaged by improper storage or handling. 

How to proceed with a complaint? 

If your goods are subject to a complaint, please use one of the following complaint options : 

  • Log in to your customer account HERE . The link will take you to your customer account, from where you can request a claim.
  • Contact us through our email support@fapiere.com. Please state the reason for the complaint and your order number.
After submission complaint, we will inform you about the progress of the complaint by e-mail . If your complaint is considered appropriate , we will send you a new piece or refund your money. We will handle the complaint within a few days, but within 30 calendar days at the latest. 

Returns and Exchanges

Return and exchange of goods can only be applied to products within 30 days of receiving them . Please check the goods immediately after receiving them from the carrier, before unpacking and using them. Goods that you want to return or exchange must be returned as soon as possible. Please return the goods in in original condition , without signs of use or wear and in the original packaging . Choose the option from the following options that is most suitable for your case and follow the instructions under the given section . 

Returning an incorrect value goods

How to proceed if you received a different product than you ordered?   

In this case, you may guess wrong product within 30 days of receiving it and we will send you a new piece free of charge , according to your original order. If you want to make a claim for goods that you received more than 30 days ago, go to the claims section . 

If your item is subject to a return, please use one of the following options : 

  • Log in to your customer account HERE . The link will take you to your customer account, from where you can request a refund.
  • Contact us through our email support@fapiere.com. Please include the reason for the return and your order number.

    After submitting a complaint, we will inform you about the progress of the return by e-mail. 

    Restitution of the injured party goods

    How to proceed if you received damaged goods ?   

    In this case, you can return the damaged product within 30 days of receiving it and we will send you a new one free of charge. If you want to make a claim for goods that you received more than 30 days ago, go to the claims section.

    If your item is subject to a return, please use one of the following options : 

    • Log in to your customer account HERE . The link will take you to your customer account, from where you can apply for return.
    • Contact us through our email support@fapiere.com. Please state the reason for the return and your order number.

      In case of returning damaged goods, do not send the product to us yet, wait for our reply. After submitting a complaint, we will inform you about the progress of the return by e-mail. 

      Return - withdrawal from the contract 

      Have you purchased a product from us that doesn't suit you and you want to return it? 

      In this case, you can return any product without giving a reason within 30 days of receiving it and thus withdraw from the contract .

      If you want to withdraw from the contract, please use one of the following options : 

      • Log in to your customer account HERE . The link will take you to your customer account, from where you can apply for return.
      • Contact us through our email support@fapiere.com. Please state the reason for the return and your order number.

        After submitting a complaint, we will inform you about the progress of the return by e-mail. 

        Exchange of goods for another item 

        Have you purchased a product from us and want to exchange it? For example, for a different size or color?

        In this case, you need to return your original item first and we will refund you. To get another size or color​​​ you have to make a new order . You can only return the goods within 30 days of receiving them . 

        If you want to exchange the purchased item for another item, please use one of the following options : 

        • Log in to your customer account HERE . The link will take you to your customer account, from where you can apply for return.
        • Contact us through our email support@fapiere.com. Please state the reason for the exchange and your order number.

          We will keep you informed of the progress after the return has been submitted by e-mail. You can order new goods immediately after returning the original goods.