RETURN / EXCHANGE POLICY

Fermosa Luxury endeavours to ensure that every transaction at our website is seamless. We take great care in delivering our products and adhere to the highest quality standards.

While we believe in selling premium quality and providing the best fit for all our products, we understand that quality and fit are personal to individuals and not everyone prefers the same fabrics and fit, hence at Fermosa Luxury, we provide product exchanges and returns.

You are required to apply on our website within 5 days of receiving the package. 

EXCHANGE

We offer exchanges on all our products.

We issue refund amount for the exchanged item in the form of store credit which has a validity of 12 months.

All exchanged items must be unused, unaltered, unwashed and returned with original packaging and tags for hygiene reasons.

Packages that don't fulfil the above conditions will be rejected in QC and returned to the customer.

RETURN

EXCHANGE PROCEDURE

You can apply for exchange/return of garment at Fermosa Luxury by raising a request on our exchange portal

Once you click on the link you will asked for your order no and registered email.

Upon filling these details you will see all your products eligible for exchange

Then you can select a reason for exchange/return, give additional remarks, share relevant images and select refund option as store credit and the exchange Request is successfully placed 

In case of defective or incorrect products it is mandatory to upload relevant images.

It may take 24-48 hours for your request to be approved/ rejected

Once your request is approved , the same will be picked up in 1-3 working days by our courier partner.

Please take a picture or video of the product while you are handing it over to the delivery boy as a proof for any disputes in the future

Please handover the item which the delivery boy has come to collect only.

If any unaccounted items are handed over , the same will not be our responsibility as the courier partners will deliver us only the item for which pickup is arranged.

Reverse pickup charge is bearable by the customer for exchanges at INR 80. 

Within 2-3 working days of the package being picked up, we issue a Store Credit to the customer's email id used while placing the order . 

The Store Credit amount is calculated in calculated by reducing the reverse pickup charge of Rs.80 from the price of the product. The shipping charges are non refundable.

If , your request is rejected before pickup or at the QC stage you can seek clarification by emailing us at : fermosa.luxury21@gmail.com

SHOWS DELIVERED BUT NOT RECEIVED

You are requested to track your package when it shows delivered on your email or sms. As per the recent update in courier companies policies throughout India, you are required to inform us within 3 days if your package isn’t delivered and shows delivered in the tracking for us to help you with the same. The courier company is not accepting any complaints post 72 hours marked delivery, and we will not be liable if there is delay in informing from your end.

CUSTOMER CARE

We are available for customer support via email and our response time is 24 hours. Our email id is:
fermosa.luxury21@gmail.com 

NON AVAILABILITY OF ITEM

A pending order can be cancelled only if the same is delayed past the delivery time.

Cancellations are issued via Store Credit only

HOW TO HAND OVER AN EXCHANGE PARCEL

All exchanged items must be unused, unaltered, unwashed and returned with original packaging and tags for hygiene reasons.

Garments and Fabrics which don’t allow tagging can be exchanged without the tags.

Please make sure that the exchanged items are packed securely and safely to prevent any loss or damage during transit.

Please make sure that you include the shipping label while returning the parcel.

COLOR DIFFERENCE 

The colour in images on the website can slightly vary due to product shoots in professional lighting.

GENERAL POLICY

• All ready to ship items ship within 24-48 hours
• Pre-order items ship in 7-15 working days
• Our warehouse dispatches orders from Monday to Saturday
• Once an order is shipped, it takes 3-7 working days to reach you based on your location
• Upon dispatch you will receive tracking details via whatsapp, sms and email 
• COD is available for maximum value of INR 7500 per order 
• If a pre-order items get delayed the customer can opt for a Store Credit
• You can email us on fermosa.luxury21@gmail.com for any questions related to shipping 

SHOWS DELIVERED BUT NOT RECEIVED

You are requested to track your package when it shows delivered on your email or sms. As per the recent update in courier companies policies throughout India, you are required to inform us within 3 days if your package isn’t delivered and shows delivered in the tracking for us to help you with the same. The courier company is not accepting any complaints post 72 hours marked delivery, and we will not be liable if there is delay in informing from your end.

SHIPPING IN INDIA

• We use premium courier services of BlueDart, Amazon, Xpressbees, Ekart, Ecom and Delhivery.
• Metros: Please allow 2-4 working days for the courier to be delivered post dispatch
• Non-Metros and Interiors: Please allow 4-5 working days for the courier to be delivered post dispatch. 
• Upon dispatch you will receive tracking details via whatsapp, sms and email 
• We cannot be held accountable for unforeseen weather conditions, custom clearance processes, and courier company caused delay in delivery time. However, we will ensure to keep you well informed incase of any unforeseen delay with your order.