Refund policy

 


 

RETURNS, REFUND & EXCHANGE POLICY

We are committed to providing quality products to our customers. While we hope that you are always satisfied with your FEY Cosmetics purchase, we realize there are times that you may need to return a product.

If you are not completely satisfied with your purchase for any reason, please review the information below.

 

RETURNS

Eligible items can be easily returned by mail using our prepaid return shipping label (follow the return procedure described below).

A $15 shipping and handling fee will be deducted for each return package.

Our policy lasts for 30 days (returns window). If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your items must be in a new condition, must have been purchased on the FEY Cosmetics web site, be unopened, unused and still sealed in their original packaging. They must also be in the same condition that you received them. Items marked as Final Sale are not eligible for return.

If the product you have received is damaged, or not exactly what you ordered, we will correct your order (see EXCHANGES below). 

If you purchased a collection or set, the entire collection or set must be returned. If your order contained a GWP (Gift With Purchase) all products making up the gift must be returned along with the items you are returning.

Items purchased outside of Canada are not eligible for returns. Returns can only be made from a Canadian postal address.

To complete your return, we require a receipt or proof of purchase.

All returns are subject to validation and approval at FEY Cosmetics’s discretion.

If we identify an unusual or unreasonable return patterns, we may restrict or refuse transactions.

 

REFUNDS

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. Damaged items and items not matching the order may only be exchanged subject to the terms of this policy. We reserve the right to refuse a refund on any return shipment. If we identify an unusual or unreasonable return patterns, we may restrict or refuse transactions.

Any products not verifiable within our system will be ineligible for a refund, exchange, or credit.

Items received by FEY Cosmetics outside of the returns window, not in new condition, or not purchased at FEY Cosmetics website, may not be credited back or returned to you. We will not offer replacements or refunds for orders or items that are reported missing that we reasonably believe to have been delivered to a parcel shipping company.

We regret that we do not refund original shipping costs with the return.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain number of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account (or PayPal balance or Afterpay according to the case) again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you have done all of this and you still have not received your refund yet, please contact us.

     

    SALE ITEMS

    Unlike items purchased at regular price which can be refunded, items purchased during a sale, promotion, or with a discount, cannot be refunded.

     

    EXCHANGES

    We only exchange items if they are damaged, or if they are not exactly what you ordered. Items marked Final Sale are not eligible for exchanges.

    Exchanges will be processed in accordance with their stock availability. You will be notified by email or phone in case of back-order.

    Items not matching the order

    To be eligible for an exchange, the items must be unopened, sealed, unused and in the same condition as you received it.

    Damaged items

    It is normal for the shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, it is best to REFUSE it back to the carrier attempting delivery. If you accept the package, make sure it is noted on the carrier's delivery record in order for FEY Cosmetics to file a damage claim. Save the items and the original box as well as the packaging your product has arrived in, and notify FEY Cosmetics immediately to arrange a carrier inspection and a pick-up of damaged merchandise. If you do not notify FEY Cosmetics within 7 days as of product delivery, our regular return policy will override any claim of damage and will fall under all current restrictions.

    If you need to exchange your product for the same item, please contact us before shipping the item. Please mention the following when emailing us: Order number and the reason for exchange.

     

    RETURN PROCEDURE

    Please make sure to contact us before shipping the item to confirm the eligibility of the return. We will then send you a pre-paid return label.

    To return your product:

    1. Confirm your item(s) is/are eligible for a return based on the above.
    2. Repackage the items in the original FEY Cosmetics shipping box (if available). Otherwise, pack your return in a well-padded shipping box to prevent damage in transit (items damaged during the return transit will not be eligible for a refund or exchange).
    3. Print the prepaid return label that was sent to you and mail your return via Canada Postal Service (Canada Post).
    4. You will receive an email confirmation once your return is processed.

    Please note that it may take up to 5-7 business days for your return to be processed after its arrival at our warehouse.

    Returns must be received within 30 days of purchase. Items received by FEY Cosmetics outside of the returns window may not be returned to you.

    Depending on your address, the time it may take for your exchanged product to reach you may vary.
     

     

    EXCLUSIONS

    If you are entitled to receive a refund from us, any fees associated with customs or duties are non-refundable.

    Please note that we are not responsible for refunds in the following cases:

    • If a shipment/package has been refused due to any local or other duties and/or taxes.
    • If a shipment/package cannot pass through customs based upon any restrictions and/or regulations.
    • If a part of a shipment/package is missing being confiscated by the customs office.
    • In any Force Majeure situation beyond our control.

     

    Last updated: January 2, 2024