Refund policy
Refund & Return Policy
Return Window
We offer a 30-day return period. You have 30 days from the date you receive your item to request a return.
Return Eligibility
To be eligible for a return, your item must be:
- In the same condition you received it
- Unworn and unused
- With all original tags attached
- In the original packaging
- Not a final sale / discounted item
Please also provide the receipt or proof of purchase.
How to Start a Return
Email us at store.helpteam@outlook.com to request a return. If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.
Return Address:
[ADRESSE DE RETOUR]
Damages & Issues
Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or incorrect. We'll evaluate the issue and make it right.
Exceptions / Non-Returnable Items
We cannot accept returns on:
- Items on sale or discounted (final sale)
- Gift cards
- Worn, washed, or used items
- Items without their original tags or packaging
If you're unsure whether your item is eligible, please contact us before sending it back.
30-Day Guarantee
At FairySnug, we offer a 30-Day Guarantee to ensure customer satisfaction under specific and eligible circumstances only.
Eligible Cases
A refund or replacement may be approved ONLY in the following situations:
- Wrong item received — You received an item different from what was ordered.
- Item not received — Tracking confirms the package was never delivered after an investigation with the carrier.
- Delivered to the wrong address (our error) — The package was delivered to an address different from the one provided at checkout, and the error is confirmed on our side.
In these cases, the customer must contact us within 30 days of the estimated delivery date and provide clear proof (photos, tracking information, order confirmation).
Non-Eligible Cases (No Guarantee / No Refunds)
The 30-Day Guarantee does NOT apply and refunds will NOT be issued in the following situations:
- Items on sale — Discounted or sale items are final and not covered by the guarantee.
- Shipping delays — Delivery times may vary due to high demand, customs, or carrier delays. As long as the order was shipped on time, FairySnug is not responsible for delivery delays. Once an order is shipped, any delay is handled by the carrier — the customer must contact the carrier directly, though we will always do our best to help.
- Incorrect address provided by the customer — If the address entered at checkout is incorrect or incomplete, the responsibility lies with the customer and no refund applies.
- Order marked as delivered by the carrier — If tracking shows "Delivered," responsibility transfers to the shipping carrier and the customer must contact the carrier directly.
Exchanges
The fastest way to get what you want is to return your item. Once the return is approved, place a new order for the replacement. You are responsible for the shipping costs of returning your item; shipping costs are non-refundable.
European Union — 14-Day Cooling-Off Period
If your order is shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason. Items must be unused, in their original packaging, with tags, and you must include proof of purchase.
Refunds
We'll notify you once we receive and inspect your return and confirm whether the refund is approved. If approved, the refund will be issued to your original payment method within 10 business days. Your bank or card issuer may take additional time to post the refund. If more than 15 business days have passed since your refund was approved, please contact us at store.helpteam@outlook.com.
Questions? Contact us anytime at store.helpteam@outlook.com.