At Fityla,

we always hope you'll love every piece you receive. But if something isn't quite right, don't worry—we're here to help! Please review our friendly return and exchange guidelines below to ensure a smooth experience. 

 1. Cancelling an Order

Changed your mind? No problem! If your order hasn't shipped and it's within 24 hours of placing it, you can cancel it free of charge.

Package is already on its way? we won't be able to cancel the order. Please contact us after you receive the package. If you still wish to cancel after receiving it, kindly reach out to our customer service team to arrange a return.

 

 2. After-Sales Service Window

Received the wrong item or a damaged product? Please reach out to us within 24 hours of receiving it,so that we can resolve the issue promptly for you.

Want to return or exchange an item? Please contact our customer service team within 14 days from the date your package is marked "Delivered”, and we will assist you with the process.

Tip: Once the specified time period has passed, it will be difficult for us to assist you with the issue. Thank you for your understanding.

 

 3. How to Request a Return or Exchange

Simply click the “Customer Service” icon at the bottom right corner of our website to chat with our friendly support team. To help us assist you better, please provide:

· Your order number

· Your registered email address

· A brief description of the issue

 Tip: Including a few photos of the item and packaging (especially showing the problem) really helps speed up the process!

Once we've reviewed your request, we'll send you the return address along with instructions.

 

 4. What Can Be Returned or Exchanged?

To make sure we can process your return smoothly, please make sure that the items:

1. Items must be unwashed, undamaged, and unaltered.

2.All original tags and labels attached.

3. Come with all original packaging (like dust bags or gift boxes).

4. Item must be clean and in resalable condition (no stains, odors, etc.)

Tip:To protect the shopping experience of other customers, we may not be able to process return or exchange requests for items that do not meet theabove standards. Thank you for your understanding and cooperation. 

 

5. Our Return & Exchange Process

Here's how it works:

 For Returns:

1. Contact us via online support

2. Submit your order details and the reason for return.(It is best to attach product photos)

3. We'll review and provide the return address + instructions

4. Use a reliable shipping method to return the item(Note: Customers are responsible for return shipping costs and any customs fees)

5. Once we receive the item and confirm it meets our return requirements, your refund will be processed within 3 business days. The exact time for the funds to be credited will depend on your payment method.

 For Exchanges:

1. Let us know what item, size, or color you'd like instead.
2. We'll check availability and confirm details such as your address with you
3.If the item you selected is currently out of stock, we will contact you again to discuss alternative options that may suit your needs.

 

 6. Refund Time & Method

Once the returned item is received and verified by our team, we'll start your refund within 3 business days:

Credit Card payments: You'll receive your refund within 7 business days (depending on your card provider).

PayPal payments: Refunds will show up in your PayPal account within 48 hours after processing.

 

 7. Return Shipping & Fees

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

Be sure to use a shipping service that includes customs clearance, thensave your tracking number,and provide it to our customer service team.

Note: We do not accept "Cash on Delivery"or unpaid return parcels.

 

 

A Few Friendly Reminders

Custom-made items, intimate apparel, accessories, and clearance productare non-returnable. (Don't worry—we'll clearly mark this on the product page!).

We cannot take responsibility for items that are not from our store.Please make sure to carefully check before sending your return.
Any questions? Just one click away—our warm and friendly customer service team is always here to help. We sincerely hope you feel satisfied and supported throughout your experience with us.

 

Thank you so much for shopping with us. We truly appreciate your trust and support. 

Fityla wishes you joyful, stylish days ahead!

— With love,Fityla Team