RETURNS & REFUNDS
FETCHZY ACCEPT RETURNS AND EXCHANGES WITHIN 90 DAYS OF WARRANTY.
NOTE: Returned Items Must Comply With Our Returns Policy: All products come with a FREE replacement warranty for 90 days from purchase. If your purchase does not match the description or is the item is defective, please contact us within 48 hours of receiving your order - we will make sure that all of your issues are resolved.
If you received the wrong item, please contact us within 48 hours of delivery. We will arrange to deliver the correct items or return all your payment.
For defective or faulty products, please take photos or videos and email us at firstname.lastname@example.org - we will replace or refund your purchase after confirmation.
PLEASE NOTE: This policy does not cover misuse, accidental damage, water damage, or any abuse of the purchased product.
THE PROCESS - In order to receive your refund please follow the steps below:
- Products can only be returned if they are still in their original condition and packaging. Used products or products damaged by the customer will not be eligible for the refund. Please note all Items must be returned unworn, undamaged and unused, with all original merchandise tags attached and the original packaging included.
- Footwear and accessories must be returned with the original branded boxes and dust bags were provided and placed inside a protective outer box for shipping.
- When trying on footwear, please take care not to mark the soles or damage the shoe box.
- If an item has a Fetchzy or Fetchzy Partners security tag or brand tag attached, it must be returned with the tag in its original position.
- Beauty and cosmetic products must be returned unopened and unused, with the seals of any packaging still intact.
- Apparels, Hosiery, lingerie, and swimwear items must be returned with the hygiene seals attached and in unopened and undamaged product packaging, where applicable.
- Lingerie and swimwear must only be tried on over your own undergarments. We will not accept any returns that have been worn or are soiled.
- Jewelry, Electronics & Bags must be returned in the same condition it arrived in, including all branded packaging and documents provided with it.
- Request your Return Authorization Number via our return portal or emailing us at email@example.com with a detailed reason for return and pictures or a video of the product that supports your reason. Upon approval, you will receive the RA# and the return address of the closest warehouse where you can mail the product you would like to return.
- To assure your refund please use a trackable mail service, we will not be responsible for lost or missing packages. (You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping minimum flat rate of $8.99 will be deducted from your refund. Please make sure you send the item back as a gift as we don't cover customs fees for returns)
- Upon the receipt of your package, your products will be examined and a full refund will be issued to your original method of payment. A refund receipt will be emailed to the email address you used when making your original purchase.
Please take care when trying on your purchases and return them in the same condition you received them. Any returns that do not meet our policy will not be accepted.
We do not accept returns or exchanges on custom-made or special order items, undergarments, or special sale or wholesale sale merchandise. These types of sales are final. Any merchandise marked "Final Sale" or "Wholesale Super Sale" cannot be returned.
If you would like to return or cancel an item that has been made to your specifications or customizations, please view our ‘Customised Items’ section below for further information or contact Customer Service for assistance.
Only regular priced items may be refunded, unfortunately, returns are not permitted on the following items:
- Sale Items
- Wholesale Super Sale Items
- Special Orders
- Hair Accessories
- Intimate or sanitary goods,
- Hazardous materials, or flammable liquids or gases.
Please be advised that items that do not conform to the above guidelines are not returnable. They will be returned to you at your expense.
DAMAGED / INCORRECT ITEMS
If you receive an item that is defective, damaged or incorrect, you must notify us via email or live chat within 2 business days of receiving the merchandise. Please keep the original box and packaging materials in the case of damage. We will email you or you may request a return shipping label via our return portal for returning the product. A replacement will be sent, if available, upon receipt–with the condition that product has not been used or worn or washed with all tags attached.
EXCHANGES (if applicable)
If you would like to exchange an item for another color or size, please contact us via "Live Chat" or email us from Help & Contact us section to ensure that the new item is available and are eligible. We will only accept returns for exchange if they meet all criteria for an acceptable return (see above). Please make sure to note the exchange on the return form. We will ship the exchange to you at your expense. We only replace or exchange items if they are defective or damaged. If you need to exchange it for the same item contact us via live chat or email us at firstname.lastname@example.org.
- Send via UPS, FEDEX or insured parcel post for proof of delivery. If your return package is lost, we are not responsible for reimbursement or compensation for the lost merchandise.
- No COD (Cash/Check on Delivery) packages will be accepted.
- Package your return carefully, as we cannot return or exchange items that arrive damaged due to poor packaging.
Your return will be processed within 2-3 business days of receipt. We will issue a refund to the credit card originally used for the purchase. You will receive an email notification when the credit has been issued. If you have an inquiry, please contact us via Live Chat or Help & Contact us section.
The customer is responsible for all duties or taxes. If you return an item or refuse an item and you are charged a tax, that duty or tax amount will be deducted from your order total before we credit your account.
We are pleased to offer a returns service to all customers for any purchases that meet our Returns Policy. Our policy lasts for 90 days warranty. If 90 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
If applicable, Your returned item must arrive at the Fetchzy Warehouse or partner boutique or brand it was ordered from no later than 90 days after your delivery date. We recommend that you book your return request within 15 days of your delivery date to ensure that it arrives at the relevant Fetchzy partner’s location or Fetchzy warehouse or Fetchzy Return Center within 90 days.
TO BOOK A RETURNS REQUEST:
- Click here to visit our "Return Portal" or 'My Orders & Returns' in your Fetchzy "My Account" and select your order or you may contact us via Live Chat to guide you further with the return process.
- Choose a return ‘reason’ and select the item(s) for return
- Confirm your Return Request
We will send you a return request confirmation email with all the details you’ll need to complete the return process. If you are returning items to multiple Fetchzy partners, please request a separate collection for each one under ‘Return Portal’.
Please note: We don't offer a free returns pick up. Returning a product back to us is at your expense.
WHAT HAPPENS NEXT? Prepare your package with the documents enclosed in your order
- Place the item(s) with all the original packaging inside the shipping box/package and leave it open for the courier to check the contents.
- Attach the Return Label (shipping waybill) and a signed Return Note to the outside of your shipping box/package and hand the courier the spare copies of both documents.
CANCELING AN ORDER
CAN I CANCEL MY ORDER AFTER IT HAS BEEN PLACED? Unfortunately, we are unable to cancel your order once it has been processed and/or shipped. If you cancel your order BEFORE it has been processed and/or shipped, you will be assessed a 20% cancellation fee to cover restocking fees and the charges assessed to us for refunds by the credit card companies.
OTHER INVALID REASONS
Buyer no longer wants the items - this is the most common example which we cannot honor if we want to continue offering great value at Fetchzy. The buyer should make sure he or she wants to buy the items before submitting an order, not after. After an order is submitted, the buyer enters into a legally binding contract with the seller to purchase all items in that order.
Buyer found items cheaper somewhere else - Buyer should be confident that he or she is ready to pay the asking prices before submitting an order. After an order is submitted, the buyer enters into a legally binding contract with the seller to purchase all items in that order.
Once your return has been received and accepted by us or our partner, your refund will be completed via the original payment method, excluding the delivery costs. We’ll keep you updated every step of the way by email. You can follow the return of your package with your shipping/courier using the given tracking number on your Returns Label.
If you choose, we can issue your refund as Fetchzy Store credit or Fetchzy Gift Card; the amount will effortlessly apply at checkout the next time you shop with us.
LATE OR MISSING REFUNDS (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us via live chat or email us at email@example.com
There are certain situations where only partial refunds are granted (if applicable):
- Any item not in its original condition is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 90 days after delivery.
It is our aim that every item arrives in great condition and we hope you’re always thrilled with your purchase. If you receive an item in a flawed or damaged condition in transit, or if it doesn’t quite match the description on site, please advise Customer Service via live chat or email as soon as possible. Where possible we will arrange for a new replacement to be sent to you or a return for a full refund of the defective item.
Due to the nature of customized orders, and the fact that they have been specially created for you, we will not be able to accept returns unless the customized items were damaged or faulty when delivered to you.
Pre-owned goods sold at Fetchzy, such as Vintage pieces or handicrafts, have undergone rigorous inspection prior to sale to guarantee their quality, precision, and authenticity. As such, these valuable and timeless pieces should be treated with great care as with new items and returned in the same condition in which they were received.
If any of your purchases arrive in a flawed or faulty condition, or without Fetchzy and brand tags attached, please contact Customer Service for assistance with your return.