Returns & Complaints

 

30-Day Return Policy

At fellflaire, we are confident that our customers will be satisfied with our products. Should this not be the case, you have the option to return your ordered item to us within 30 days of receipt.

Please note that we do not provide return labels. The cost of return shipping is borne by the customer!

Please inform us of your return in advance via email at support@fellflaire.de

 

How to return your item

  • Inform us of your return in advance via email at support@fellflaire.de
Please provide the following in the email:
1. Your order number
2. Reason for return (e.g., "withdrawal")
  • You will then immediately receive the corresponding return address from us to which you can send your item.
  • Please ensure that the return has a clear sender. Returns without a corresponding sender cannot be assigned and are therefore excluded from a refund.
  • Please note that returns that have not been registered with us and that are sent to an address other than the one provided by us cannot be tracked and accepted by us, and therefore we cannot refund the amount to you.
  • All returned products are inspected by us for signs of wear and tear and defects that indicate improper use. Should we find damage to the product, it is also excluded from return.

You were not satisfied with your order?
As we always strive to improve, we would be very grateful if you could tell us why you were not satisfied with your order. This helps us grow and increase our customer satisfaction.


An item is defective or you received a wrong item?

No need to worry, in this case please contact our customer support via email at support@fellflaire.de and we will help you.

To help you as quickly as possible, please include the following directly in your email:

1. Your order number
2. Please send us a photo where the defect is clearly visible
3. Let us know if you would like an exchange for the same item or a refund?

    Our support team will contact you promptly via email.

     

    Refusal of Acceptance
    If the customer refuses to accept the delivery or does not pick up the package at a delivery point or collection station, we assume no liability for the incurred costs or the refund of the purchase price. The package will either be returned to the sender or, if applicable, stored at the collection station or with the delivery agent. Please note that after refusal of acceptance, a refund of the purchase price is not possible, unless it is an error on our part. Return costs due to refusal of acceptance or non-collection will be charged to the customer.     We assume no liability for orders sent to a collection station or parcel pick-up point if they are not picked up there.