Returns & Refunds

Can I exchange or return my order through the website?

You can return an item or the entire order free of charge within a maximum of 30 days. We do not carry out exchanges via our online Shop, but we encourage you to return the item/s you would like to exchange and then place a new order with the desired items.

Is there a charge for requesting an exchange or a return?

No. We organise your returns free of charge with our carriers.
However, we will not refund any return costs for a package sent by you.

How can I make a return?

Log in to your customer account, by clicking here. Go to the 'REQUEST NEW RETURN' section and select the order for which you wish to return one or several items. If you don’t have a customer account and you have purchased as a guest, you can access the return form by clicking here.

Once you have completed the form correctly, you will receive an email within 24 hours with instructions for the return.

You will find a label from our UPS partner attached to this email. You must print this label and stick it on the return package. You can then leave your package at a UPS Collect Point or notify us of the morning or afternoon that suits you best for scheduling pickup.
It may take a few days before the return package is received at our warehouse in Spain. Once your package has been processed, you will receive an email notification and the refund to your bank account as soon as possible.

If you have any query, do not hesitate to contact our Customer Services by email at assistanceclient@faconnable.com or by telephone at +33 1 44 54 55 23.

When will I receive the refund for my return?

Counting from when your package is received at our warehouse in Spain, your return will be processed within 2 weeks. During the sales season the refund could take more time. We thank you for your patience and understanding. You will receive an email confirming the refund.

Can I return at a store an item that I bought online?

No. Items bought online must be returned via the online store.

What should I do if I receive a defective item?

All items shipped from the online store are inspected carefully to avoid such situations. However, if despite this, your item shows faulty manufacture, contact our Customer Services from 9 am to 6 pm, Monday to Friday. We will make sure that we collect the faulty product and we will refund you promptly.

1