Thank you for choosing Faunley! We are committed to making sure your experience is seamless from the moment you check out until your authentic items arrive. If your order does not meet your expectations upon delivery, our straightforward return and refund process is here to help make things right.
1. 30-Day Return Window
You have up to 30 days from the confirmed date of delivery to submit a claim for a return, replacement, or refund.
2. Damaged or Defective Goods
If your item arrives broken or gets damaged during shipping, we will immediately issue a full refund or send a brand-new replacement at no extra cost to you.
3. Incorrect Orders
In the rare event that you receive a product that does not match your original order or our description (such as the wrong size, color, or model), we will provide a complete refund or ship the right item to you entirely free of charge.
4. Ordering Mistakes
If you realize you made a mistake while placing your order, please email us right away at hello@faunley.com. We can easily adjust or cancel orders that have not yet left our facility. However, once your package is dispatched, we can no longer make changes, and we cannot process returns or refunds for accidental orders after they have shipped.
5. Change of Mind
While we are always ready to fix issues involving damaged or incorrect products, we do not accept returns or issue refunds simply for a change of mind. Because Faunley covers significant shipping costs to offer you free delivery worldwide, we are unable to accommodate non-essential returns. We appreciate your understanding that a valid reason—such as a product defect or receiving the wrong item—is necessary to authorize a return request.
6. EU Right of Withdrawal
Customers located in the European Union have a statutory right to cancel their purchase within 30 days of receiving the final part of their order.
Exercising this right: Simply email hello@faunley.com with your order details and a clear statement of your decision to withdraw.
Cancellations: EU customers can cancel an order at any point before it is fulfilled by reaching out to our team immediately.
Refund Turnaround: Once you provide formal notice, your refund will be processed within 14 days. We fully cover return shipping and will arrange a free pickup directly from your address.
7. How to Start a Request
To begin your claim, please email a short video or clear photos showing the condition of the package and the item to hello@faunley.com. Our support team will review the details within 24 to 48 hours and follow up with a confirmation email regarding your approved refund or replacement.
8. Receiving Your Refund
All refunds are handled securely through Shopify Payments. Once our team authorizes the refund, the funds are sent back to your original payment method, which typically takes 2 to 10 business days to clear. If you do not see the credit on your bank statement after 10 full days, please contact us at hello@faunley.com so we can look into it.
9. Return Logistics
Because we dispatch authentic goods from various international warehouses, we evaluate each return based on the item's value and condition before providing instructions. If a physical return is needed, you will not be hit with any hidden fees. We use reliable services like packagesender.com to arrange pickups for faulty or incorrect items right from your door, making the process completely hassle-free for you.
If you need further assistance or have any questions, please feel free to reach out at hello@faunley.com. We truly value your trust in Faunley and are here to guarantee your satisfaction.