Refund policy

We want you to be happy with your order. If something isn't right, contact us at contact@fasvena.com within 30 days of receiving your item and we'll make it right. Every return is arranged by us: contact us first and we will email you a return link with the correct address. Items sent back without a return link cannot be matched to your order.

 

Cancelling before your order ships

If you change your mind before the warehouse has started packing your order, email us at contact@fasvena.com straight away and we will cancel it and refund you in full, with nothing to send back. Once packing has started we can no longer stop the order; from that point a cancellation becomes a return, and "Changed your mind" below applies. Items made or personalised to your own specifications cannot be cancelled once payment has been taken.

 

Faulty, damaged, wrong or not as described

Contact us within 30 days of receiving your order and we will put it right. Please send photos of the item and of the packaging it arrived in and, if the problem cannot be seen in a photo, a short video. Asking for photos or a video is a normal part of the process and we need them before we can approve a refund or a replacement, so sending them with your first message is the fastest route to a resolution. Please keep the item and its packaging until we have confirmed the outcome. We will come back to you within 3 business days.

In most cases you do not need to send the item back at all: we will refund you in full or send a replacement, whichever you prefer. If we do need the item returned, we will tell you and email you a return link, and that return costs you nothing.

 

Changed your mind

We are not required by law to accept a return because you changed your mind. We accept one anyway, on these terms.

Contact us within 30 days of receiving your order. We will confirm whether the item needs to be sent back, and if it does we will email you a return link with the correct address. Returns go to our supplier's warehouse, not to this website, so please do not send anything back before you have that link.

You pay the cost of returning the item. We recommend a tracked service, because a return we never receive cannot be refunded.

You are welcome to try an item on as you would in a shop. Please do not wear it out, wash it, or remove the tags. Items returned worn, washed, altered, scented, or without their tags and original packaging cannot be refunded, and we may reduce a refund to reflect any loss in value caused by handling that went beyond checking the item.

We refund you once the item reaches the warehouse, or once you send us proof that it was shipped back.

 

Order not received

Delivery times are estimates (see our Shipping policy). If your order has not arrived within 18 business days of your order date, contact us at contact@fasvena.com with your order number. We will check your parcel with the carrier and come back to you within 3 business days. If the carrier cannot confirm that your parcel was delivered to your address, we will refund you in full or, if you prefer and the item is available, send a replacement. Please contact us first so that we can resolve it quickly.

 

Exceptions

Items made or personalised to your own specifications cannot be cancelled or returned because you changed your mind. Sale items and gift cards are final sale. None of these exceptions applies to an item that is faulty, damaged, incorrect or not as described. Please get in touch if you have a question about a specific item.

 

Refunds

Once your refund is approved — straight away when the fault or the error is ours, or once your returned item reaches the warehouse (or you send us proof it was shipped back) when you changed your mind — it is issued to your original payment method, PayPal, within 5 business days. Please allow additional time for it to appear on your PayPal account or statement, as this depends on PayPal's own processing times.

If more than 10 business days have passed since your refund was approved and you have not received it, please contact us at contact@fasvena.com.

 

Where we go further than we have to

So that you know what is a choice rather than an obligation: US law gives no cooling-off period for online orders, so the 30-day change-of-mind window above is ours to offer and we offer it. When something arrives faulty, wrong or damaged, we usually refund or replace it without asking for the item back, to save you the trouble of a return. And where a parcel cannot be traced, we refund or resend rather than leaving you to chase the carrier. If we ever need to change any of this, the change applies to orders placed after it is published, never to an order you have already made.