Return and Refund Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be:
- In the same condition you received it
- Unused or unworn, with tags, and in its original packaging
- Undamaged, unprocessed, unaltered, or unwashed
- If it’s a set, the entire set must be returned.
You will also need the receipt or proof of purchase.
If any of the above conditions are missing or the product has been used and washed, affecting the product’s integrity, returns or exchanges will not be processed.
To start a return, you can contact us at femmeaura@shopfemmeaura.com.
If your return is accepted, we will send you a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Returns not caused by product quality issues will require payment of shipping fees.
You can always contact us for any return questions at femmeaura@shopfemmeaura.com.
How to Make a Return
If you are not satisfied with the product after receiving it and need to return it, please contact us and explain the reason for the return, the order number, and the model number and size of the returned product. Once our customer service representatives receive this information, you may proceed to return the package.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item so we can evaluate the issue and make it right.
When your order arrives, check the packaging for any damage that may have occurred during shipping. It is normal for shipping boxes to show some wear and tear. However, if there is damage to the items inside your delivery, please retain the box, packaging, and items, and contact sales support within 30 days to report the issue.
Attach a photo or video of the damaged/defective item in your email.
Once we confirm that the product has quality defects, we will issue a refund to your original payment method.
Exceptions / Non-Returnable Items
Lingerie or swimwear (if the hygiene seal has been removed) cannot be returned for health and hygiene reasons.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
14-Day EU Cooling-Off Period
Notwithstanding the above, if the goods are being shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As mentioned above, your item must be in the same condition you received it, unused or unworn, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded to your original payment method within 10 business days. Keep in mind that it may take some time for your bank or credit card company to process and post the refund as well.
If more than 15 business days have passed since we approved your return, please contact us at femmeaura@shopfemmeaura.com.
Note: If we do not receive a message or email from you within 7 days after receiving the package, it will no longer be eligible for a refund.