Policy on Returns and Exchanges
We do our best to ensure that the products that you order are fully delivered to you and in according to your order. However, should you receive an incomplete order, or items different from the ones you ordered, or there is some other reason why you are not satisfied with the order, you may return the order to the retailer, or any products included in the order, and receive a full refund for the items.
Please ensure that goods are returned to the retailer, and NOT to Fetebe. We will not accept liability for any goods returned to any Fetebe office.
Certain products bought at Fetebe can’t be returned. They fall in the following categories:
- goods which are personalised or made to your specifications
- goods which are liable to deteriorate rapidly, fresh flowers
- sealed goods which are not suitable for return due to health protection or hygiene reasons, if opened, eg make up, underwear, pierced jewellery
- sealed audio or video recordings or computer software, if opened
- newspapers and magazines
If you are unsure if your product can be returned please raise an enquiry by logging into your Fetebe Account. For assistance with creating an account or raising an enquiry, see How do I raise an enquiry about an order?
Please take reasonable care of the goods whilst in your care. Any goods returned must be in a until saleable condition. They must be unworn/unused with original tags attached and in original packaging. It is your responsibility to ensure that the goods are appropriately packaged to ensure they are not damaged in return transit.
Remember that the seller reserves the right to refuse accepting the returned goods and send them back to your address in case of violations of returning the goods the rules.
Notifying about a return
Inform us about your desire to return the order or a part of the goods included in the order within 14 days after delivery. Provide at least the following information:
- Your name,
- Order number,
- list of products you want to return
• Reason for return (optional): You are not satisfied with the product, the product does not match the description, the damaged product, the wrong product or another reason.
Our customers service will send you specific instructions on how to ship the return package(s) to the retailer(s). Please do not ship the return package before you receive the instructions and the return number, without this number the seller has the right not to accept the goods.
Please note that if you return heavy (over 20 kg) or large goods that require special handling, do not forget to indicate this in your email to Fetebe customer service, so that we can help you organize a proper transportation., Please also pay a attention that when returning heavy or bulky goods, you will need to pay shipping costs.
In addition, if you return a valuable good or goods on value at 1,000 euros / pounds sterling (10,000 SEK) and above, the mailing should usually be registered or insured, since neither Fetebe, nor seller doesn't take responsibility for the loss parcel or damage during delivery.
Shipping products back to retailers
If you are returning products to several retailers, You must pack the goods in separate packages and send the products to those retailers who shipped them to you initially. For example, if your order contains only 5 products, 2 of them from seller X and 3 from seller Y, and you want to return all the products, you must send two parcels. One parcel must contain 2 products from the seller X and sent to the return address of the seller X; another package must contain 3 items from the seller Y and must be sent to the return address of the seller Y.
When sending a return parcel, take a receipt and save it. Fetebe initiates a refund of money only after the seller has received and accepted the goods. The sooner you return the goods, the sooner you get the money. When the goods are received and accepted by the seller, we will notify you by email.
If the good or goods you wish to return were not received damaged or defective, you are responsible for paying the return shipping cost. Please also pay attention that when returning heavy (over 20 kg) or bulky goods, you will need to pay the shipping cost.
If you receive a damaged, broken or defective product, immediately report it to Fetebe customer service. Provide at least the following information:
- Your name,
- Order number,
- name of damaged good or goods
- a statement that the product is damaged.
We usually recommend returning the damaged item to the seller. After returning the seller will send you a new or repaired product. Let us know if the exchange of goods is impossible or if you wish to cancel the purchase completely and the full price of the goods will be returned to you.
Fetebe proceeds with a refund only after the seller has received and accepted the goods. The sooner you return the goods, the sooner you will receive the money or the sooner you will be sent a new or repaired product.
In case the parcel arrived with an obviously damaged package and you suspect that the goods are also damaged, you can refuse to accept the parcel and notify Fetebe customer service. A new product will be sent to you as a matter of urgency, but not before the parcel returns to the seller.
Refusal of delivery
If you refuse to accept delivery of all a part of your order (if the products or packaging are not damaged), you will be responsible for postage. Any fees and charges incurred by the seller connected with the refusal of the parcel will be deducted from the refund amount of your goods. The same will apply if, as a result of tracking, it is indicated that a delivery attempt was made, and the item is waiting to be collected from the mail storage, and this item has not been received.