Refund policy

At Femellia, we are committed to ensuring your satisfaction with every purchase. If you are not entirely satisfied with your order, we're here to help.

Quick Summary:
Return window: 14 calendar days from the date you received your item
Refund method: refunds are issued to the original payment method used at checkout

1. 14-Day Return Window (14 calendar days)

You have 14 calendar days from the date you received your item to initiate a return. To be eligible for a return, your item must be in the same condition that you received it: new, unused, with all original tags, and in its original packaging. You will also need the receipt or proof of purchase.

2. How to Initiate a Return

Step 1: Contact Us
Contact us at email info@femellia.com or call +442080503828, mentioning your order number and the reason for the return.

Step 2: Pack the Product
Carefully place the item back in its original packaging, along with all accessories and documents.

Step 3: Send It Back
Ship the return as per the instructions shared in your return authorization email. You may use the suggested courier or any shipping service of your choice.

Note (Important):
For change-of-mind returns (e.g., incorrect size/colour/model selection), returns are sent to our returns address in China. The full return address and instructions are provided in your return authorisation email to ensure correct routing. This return routing is linked to our international supplier and fulfillment network.

3. Return Shipping Costs

Defective or Incorrect Products

If your item arrives damaged, faulty, or different from what you ordered, return shipping will be provided at no cost. Femellia will fully cover the return shipping expenses.

Change of Mind Returns

• For returns due to a change of mind, incorrect size, color, or model selection:
• The customer is responsible for return shipping charges.
• Any original shipping fees paid at checkout are non-refundable.
• Return labels are not included in the package. Customers are responsible for arranging and paying for return shipping for change-of-mind returns.

4. Refunds

Once we receive your returned item, we will inspect it and notify you that we have received your returned item. We will notify you on the status of your refund after inspecting the item. If your return is approved, your refund will be issued to the original payment method used at checkout.

There is no restocking fee for returns.

You will receive the credit within 7 business days after we receive and inspect the returned item at our returns centre, depending on your card issuer’s policies. International return transit time is not included in this timeframe.

5. Damaged Items or Incorrect Orders

Please inspect your order upon reception and contact us immediately at info@femellia.com if the item is defective, damaged, or if you receive the wrong item. For damaged or incorrect items, Femellia will offer a replacement or a full refund. Where return shipping would be unreasonable, we may not require the item to be returned. We may request photos as evidence to resolve the issue quickly.

6. Non-Returnable Items

For hygiene, safety, or customization purposes, some items are not eligible for return. These products will be clearly labeled as non-returnable on their respective product pages.

7. 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.

8. Contact Us

Trade name: RIVELL ECOMMERCE LTD
Trade number: 16694867
Phone number: +442080503828
Email: info@femellia.com
Physical address: Suite 6549 Unit 3a, 34-35 Hatton Garden, Holborn, London, United Kingdom, EC1N 8DX
Customer service hours: Mon–Fri, 09:00–17:00 (GMT)