Returns and Refunds

Refund Policy

To modify an Online Purchase (Exchange or Return) it is necessary to agree on the procedure, always online, via ecommercefaclove@gmail.com our customer service email FAC LOVE.

(Not with the store).

Return and Refund Policy

1. Return and Refund Methods

 

  • Items purchased with in-store pickup can be returned in-store or by shipment.
  • Items purchased with home delivery cannot be returned in-store. They can only be returned by shipment, following the instructions on our website.
  • The customer can choose the most convenient method without any additional cost if the return is made in-store.
  •  To make a return, it is necessary to present the receipt or proof of purchase and return the product in its original condition (unused, with tags and intact packaging).

 

Return Policy

We are committed to offering our customers a satisfying shopping experience. If, for any reason, you are not completely satisfied with your purchase, you can return the item following the guidelines below.

  1. Return Timeframes

  • Returns can be made within 10 days from the date of receipt of the item. After this period, unfortunately, we cannot accept return and/or exchange requests.

     2.   Return Conditions

  • The item must be unused, unwashed, in the same condition as received.

  • It must be returned in its original packaging, with all tags still attached.

     3.    Return Procedure

  • Send a return request via our email ecommercefaclove@gmail.com

  • Indicate the order number, the item to be returned, and the reason for the return.

  • A return label is not required. 

  • Pack the item securely.

  • Please include the order number or a copy of the purchase confirmation inside the package to facilitate the processing of the return.

Exchange Policy for "change of mind" "change of size or color":

If you wish to make an exchange of size, color, or item, you must contact us directly via email, as the exchange must be paid separately from the amount already paid for the original order.

  • The customer must send an exchange request specifying the item.

  • The return cost is €10.00, which must be paid by bank transfer to the bank details we will provide at the time of the request.

  • Once payment is received, we will schedule the return.

  • After we schedule the return, the customer will simply need to prepare the package using the same box in which they received the order, securely packing the items.

  • It will not be necessary to ship the package independently: the courier will come directly to pick it up at the customer's address.

  • When the package arrives at our facility, the customer will need to make a second bank transfer of €10.00 to cover the costs of the new shipment.

Only after receiving this payment will we proceed with shipping the requested item for exchange.

Important

  • It is important that, after making the bank transfers, the customer sends us the bank receipt confirming payment. This way, in the following days, we can monitor and verify if the amount has been correctly credited.

  • After the first exchange, no further exchanges will be allowed. Therefore, we advise you to carefully check the size, color, or item chosen before confirming the exchange request.

 

Timeframe for Return Request

The return must be requested within the period indicated in our sales conditions. It will not be processed on the same day of the request. It takes 2 - 5 business days for our company to correctly schedule and manage the return.

 

     4.   Return Fees Only

  • Return for exchange or change of mind: A handling fee of 10 EUR will be applied, which will be directly deducted from the refund.

  • Return for defective or incorrect product: Return costs are completely free.

Customer's responsibility: 

The cost of returning an item is borne by the customer, especially if the return is made for reasons of "change of mind." This means the customer will cover the shipping costs to return the package.

Responsibility of FAC LOVE:

If the item is defective or damaged, the company will provide a shipping label and reimburse the return costs incurred by the customer.

Refund Conditions: 

  • Right of withdrawal: The customer has the right to request a refund within a specific period of 14 business days after purchase.

  • Reason for refund: 

  1. Defective or damaged item.

  2. Incorrect order or wrong shipment.

  3. Change of opinion by the customer (within the stipulated terms)

Request Method:

  • Contact Customer Service: Alternatively, the customer can contact customer service via email or WhatsApp to initiate the refund process.

Refund Timelines:

  • Payment method: The refund generally occurs using the same payment method used for the purchase (e.g., credit or debit card, PayPal, Bank Transfer, Klarna).

  • Credit/Debit Cards: Once the refund is issued, the amount is generally credited within 5-10 business days. However, this depends on the customer's bank.

  • PayPal: Refunds via PayPal can be processed faster, usually within 24-48 hours.

  • Klarna: Klarna allows refunds to be processed within 180 days of the initial charge of an order. After this period, it is no longer possible to refund the amount via Klarna. Once the refund has been processed, Klarna generally processes it within 5-7 business days. However, depending on the customer's banking institution, it may take up to 14 days for the amount to appear on the account.

Refund or Exchange Processing:

  • Once the package is received, we will verify the condition of the item.

  • If the return is compliant, we will proceed with the refund or exchange according to the available options.

Exclusions from Refund:

Some items may not be eligible for a refund.

  • Items not returned in the same condition as received (damaged packaging, removed tags, etc.)