Refund policy
IMPORTANT: Please do not send any items to our warehouse in the United Kingdom (York) or to our registered business address in the Netherlands. If you would like to return an item, you must contact us first at info@fontavier.com. We will then send you the correct return address and instructions.
1. Return Window
You may request a return within 30 days of receiving your order. Please contact our customer support team within this period to start the process. Nothing in this policy affects your statutory rights under applicable consumer protection laws.
2. Return Eligibility
To be eligible for a return, items must be:
- Unworn, unwashed, and unused.
- In the same condition in which you received them, with all original tags and packaging where applicable.
- Accompanied by your order number or other proof of purchase.
Items that do not meet these requirements may be refused or may receive a partial refund where permitted by applicable law.
3. How to Start a Return
Step 1: Contact us at info@fontavier.com with your order number, the item(s) you wish to return, and the reason for the return. If the item is damaged, defective, or incorrect, please include photographs.
Step 2: Wait for our customer support team to confirm your return and send you the return address and complete return instructions.
Step 3: Send the item back only after you have received our confirmation and instructions.
Please do not send any items to our warehouse in the United Kingdom or to any address that is shown on this website, including our registered business address in the Netherlands, unless our customer support team has told you to do so in writing. Items sent without prior authorization may not be accepted or refunded.
Please do not send any item back to us before contacting our customer support team. Customers must contact us at info@fontavier.com and receive return authorization and complete return instructions, including the correct return address, before shipping an item.
Please do not return products to any address, including our registered business address in the Netherlands, unless our customer support team has provided that return address in writing.
Fontavier is not responsible for items returned without prior authorization, sent to an incorrect address, or sent without following the return instructions provided by our customer support team.
4. Return Shipping Costs
Change-of-mind returns: Unless otherwise required by applicable law, the customer is responsible for arranging and paying all return shipping costs when returning an item because of a change of mind, incorrect size selection, personal preference, or another reason that is not caused by an error on our part.
Customers are responsible for the cost of returning approved items to the return address provided by our customer support team.
Damaged, defective, or incorrect items: If the item received is damaged, defective, or different from the item ordered, please contact us before returning it. Where the issue is confirmed, Fontavier will provide an appropriate resolution and, where applicable, cover or reimburse reasonable return shipping costs.
Original shipping charges: Original shipping charges, if any, are generally non-refundable unless the return is caused by our error or a refund of those charges is required by applicable law.
International return costs: Customers are responsible for return postage, customs declarations, duties, taxes, carrier fees, and other return-related charges unless the return is caused by a confirmed error on our part or applicable law requires otherwise.
Customs documentation: Customers are responsible for correctly completing any required customs documentation. Where applicable, the parcel should be clearly identified as returned merchandise.
Tracked shipping: We strongly recommend using a tracked and insured shipping service. Customers remain responsible for the returned item until it has been delivered to and received at the return address provided by our customer support team. We cannot issue a refund for an item that is lost in transit and never reaches us.
Cash-on-delivery returns: Returns sent with postage, customs duties, taxes, handling fees, or other charges payable upon delivery may be refused.
5. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us as soon as reasonably possible after delivery.
Where appropriate, we may request photographs or other information to help us assess the issue.
Depending on the circumstances, we may offer:
- A replacement.
- A repair where appropriate.
- A full or partial refund.
- Reimbursement of reasonable return shipping costs.
- Another suitable resolution.
Please do not dispose of or return the item until you have received instructions from our customer support team.
6. Inspection of Returned Items
Once your returned item has been delivered to the return address provided by our customer support team, it will be inspected to verify that it meets the return eligibility requirements.
If additional information is required, we may contact you before finalizing the return.
A return delivery confirmation from the shipping carrier does not automatically mean that the return has been approved. Refund approval will take place after the returned item has been located, opened, and inspected.
7. Refund Processing
Approved refunds are generally processed within 5–10 business days after the returned item has been received and inspected.
Refunds will normally be issued using the same payment method used for the original purchase unless another method is agreed upon and permitted.
Please note that your bank, card issuer, or payment provider may require additional processing time before the refunded amount appears in your account.
Refund amount: Where permitted by applicable law, unpaid return shipping costs, non-refundable original shipping charges, customs charges, duties, taxes, carrier fees, or other amounts for which the customer is responsible may be deducted from the refund.
8. Exchanges
If you would like a different size, colour, or product, please contact our customer support team.
Where exchanges are available, we will explain the available options. In some cases, returning the original item and placing a new order may be the fastest solution.
Any return made as part of an exchange remains subject to the eligibility requirements and return shipping responsibilities stated in this Refund Policy.
9. Non-Returnable Items
Returns may not be accepted for:
- Personalized or custom-made items.
- Gift cards.
- Items that cannot be returned for hygiene or health reasons once opened, worn, or used, where applicable.
- Items specifically identified as final sale or non-returnable at the time of purchase, where permitted by applicable law.
- Items that have been intentionally damaged, altered, misused, or excessively worn.
Nothing in this section limits any rights you may have under applicable consumer protection laws.
10. Refused Deliveries and Incorrect Addresses
Please ensure that your shipping information is accurate before completing your order.
If an order cannot be delivered because of:
- An incorrect or incomplete address provided by the customer.
- Failure to collect the package.
- Failure to respond to a delivery carrier.
- Refusal to accept delivery without a valid reason.
The parcel may be returned to the sender or another carrier facility. Additional shipping, handling, storage, customs, or redelivery charges may apply before the order can be resent, where permitted by applicable law.
A refused or uncollected delivery does not automatically qualify as an approved return. Any refund will be assessed after the parcel has been returned, received, and inspected.
11. Order Cancellations
Orders may be cancelled before they enter processing.
Once an order has entered processing, been prepared for dispatch, or been shipped, cancellation may no longer be possible.
If cancellation is no longer available, you may still request a return after delivery in accordance with this Refund Policy.
12. Policy Updates
We may update this Refund Policy from time to time to reflect changes to our operations, return procedures, legal obligations, or customer service practices.
The version published on our website at the time of your purchase will generally apply to your order, except where a later change is required by applicable law.
Any updated version will be published on this page with a revised effective date.
13. Contact Us
If you have questions about a return, exchange, or refund, please contact us before sending an item.
Business Name: Fontavier
Operating Company: EnScales
Trade Number: 42111842
Business Address: Koningin Julianastraat 186, Deventer, Overijssel 7415 GR, Netherlands
Mail: info@fontavier.com
Phone: +44 07379596906
Registered Business Address:
Koningin Julianastraat 186
7415 GR Deventer
Netherlands
Returns:
Please contact us at info@fontavier.com and obtain return authorization and complete return instructions, including the return address, before shipping an item. Please do not send returned products to any address before contacting us, including our registered business address in the Netherlands.
Customer Support Hours
Monday to Friday: 9:00 AM–5:00 PM GMT
Saturday to Sunday: 11:00 AM–4:00 PM GMT
Average response time: Within 24 business hours.
