RETURN POLICY

You may send almost any unused item back to us within 14 days from the date when you received the order.

United States, UK, Norway, Canada, and other customers living outside the European Union - before shipping anything back to us, please read the instructions below.

EU customers- make sure the item is returnable & meets the return conditions, write a note on the delivery slip (which you received with your order) and send it back to our address



RETURN INSTRUCTIONS

RETURNS FROM COUNTRIES OUTSIDE THE EUROPEAN UNION

You may send almost any unused item back to us within 14 days from the date when you received the order.

  1. Please make sure your item is returnable. The non-returnable items list is here.
  2. Make sure all goods meet the "Return Conditions":
    2.1 Return items must be in their original state, with their original labels and tags.
    2.2 All items must be returned spotlessly clean, unworn, unwashed, and clean, without smells, dust, animal hair, deodorant, or makeup stains.
  3. Pack return items nicely
    3.1 Each returned item should be neatly folded and packed in the original product's branded packaging.
    3.2 Any promotional items included free of charge required to be returned shall the order be returned in full.
    3.3 You may use the same outer box which we sent your order in or use your own. Whichever you use, please make sure you protect the returned goods and do not ruin their branded packaging.

  4. Print the invoice (invoice was sent to your email when you placed the order, you can also log in to download it to your account), then:
    4.1 Mark the items you are sending us for return.
    No printer? No worries! Use a Delivery List instead (always sent with your order)
      
  5. Place the documents in a clear envelope and stick them to the outer side of the package. Ask the courier or post worker to provide this envelope for you.
     
  6. Fill in the customs declaration (the courier of your choice will provide these documents), make sure it matches the invoice data, product price, and currency (EURO) should also match the invoice.
     
  7. Mark the return package as "GOODS RETURN TO THE SELLER."
     
  8. Send the return back to our address:

    +37064866613
    FANTASMAGORIA
    Jaksto 9-106
    01105 Vilnius
    Lithuania
     
    Please always write our phone number +37064866613 & email [email protected] so the couriers can contact us about the delivery if needed.
    If your shipper requires you to write our full name, please use: Jelena Chlebnikova
      
  9. Contact us through chat or by [email protected] email right after you send the return with this information:
    9.1 The tracking number of the return parcel.
    9.2 Name of the shipping service you used (e.g., Post Office or UPS, DHL, or another courier).
    9.3 Your full name & order number.
    9.4 Complete list of items returned.
    9.5 Attach a (photo) copy of the customs declaration, which you filled in and sent with the order.
     
    All this data is absolutely needed for customs clearance and to receive your order.
     
  10. Allow up to 60 days for the parcel to return, and expect up to 30 days of customs clearance. Yes, it may take so long, but it is beyond our control because the EU customs are hard to deal with, and with each return, we have to prove that it is a return, not a purchase. Please ensure you proceed with all the data and steps requested above to speed up the return process.
    Any duties that occurred on returned goods due to the wrongly filled customs declaration or parcel not marked as "goods return to the seller" will remain the customer's responsibility.
     

  11. Wait until we receive & inspect the return, refund your payment for goods (minus the customs charge*). Once we finalize your return, you will receive the confirmation email from [email protected].

    *Please note that EU customs will charge any return from the country outside the European Union 20 EUR. If there are more than 4 items returned, the charge is 30 EUR per return. This money will be deducted from the refund (say, your returned 1 item for 50 EUR, we will refund you 30 EUR). 


     

We understand these return conditions may sound complicated, but we should abide by the law and follow the international trade and shipments rules. When placing the order with us, you agree to these terms. Should you have any questions about customs charges - please address them to the customs offices. 

Please note that EU customs will charge any return from the country outside the European Union with at least 20 EUR, we also have to fill in an endless amount of paperwork for each return from outside the EU. PayPal and card payment providers do not refund us the 5% charge they take for each transaction, even in case of a refund. Therefore, we would be thankful if you would carefully pick the sizes and items for your purchase, thus avoiding the returns. Should you have any questions before your purchase or missing any information on the product - please always contact us via live chat or email.

 


RETURN INSTRUCTIONS FOR THE EU COUNTRIES

You may send almost any unused item back to us within 14 days from the date when you received the order.

Please make sure your item is returnable. The non-returnable items list is here.

  1. Find the "Delivery list" (always sent with your order) and:
    1.1 Mark the items you are sending us for return.
    1.2 Write whether you want a money refund or size exchange.
    1.3 If you want an exchange, please write which size you want us to exchange it for.
    1.4 For refund, write: 'I want to return for a money refund,' or, 'I want to return for a store credit.'
     
    Have you lost the delivery list?
    No worries, log in to your account and download and print the invoice, write all the info requested above on the invoice.
    Lost the delivery list and have no printer to print the invoice? No worries! Use a piece of paper & write your full name, address, email, order number, the reason for the return, and your request.
    It is crucial to include a delivery list with your return and write as much information as possible, so our returns team knows what to do with your return once they unpack it and our accounts can quickly find your order.
      
  2. Pack everything nicely, and Please make sure all items meet the "Return Conditions":
    2.1 Return items must be in their original state and original packaging, with their original labels and tags.
    2.3 All items must be returned spotlessly clean, unworn, unwashed, and clean, without smells, dust, animal hair, deodorant, or makeup stains.
    2.4 Each returned item should be neatly folded and packed in the original packaging.
    2.5 Any promotional items included free of charge required to be returned shall the order be returned in full.
    2.6 You may use the same box which we sent your order in or use your own. Whichever you use, please make sure you protect the returned goods and do not ruin their packaging.
     
  3. Send the return back to our address:
    FANTASMAGORIA
    Jaksto 9-106
    01105 Vilnius
    Lithuania

    Please also write our phone number +37064866613 & email [email protected] so the couriers can contact us about the delivery if needed.

    If you want to send your return to the Parcel Box, please use one of these addresses:
    For Omniva or DPD: VC2000 at Jogailos g. 4. Vilniaus VC 2000
    For Itella or Smartpost: Itella parcel boxes at Go9, Gedimino pr. 9, 1105 Vilnius
    For LP Express: Gedimino pr. 7 or Gedimino pr. 9, 1105 Vilnius
     
      
  4. Email us with the tracking number & name of the courier company you used to send us the return.
      
  5. Wait until we receive & inspect the return, refund your payment, issue a shopping credit for you, or send you a size exchange. 
    Once we finalize your return, you will receive the confirmation email from [email protected]
     
     

CONTACT US ABOUT THE RETURN

Do you want to talk to us first before sending the return?
Great! We would love to discover the cause for dissatisfaction and hopefully resolve it without the need for a return.

Send us a message via the website's chat or from your account.

To send a message from your account, please follow these steps:

  1. Login to your account.
  2. Go to "Order history & details."
  3. Next to the order, press "details" and open the order.
  4. Scroll down to the "Add a message" field.
  5. Select a product you want to return from the drop-down list.
  6. Write your message. Let us know if you want to return for a refund or exchange. If it is the exchange request, write which size you need. Optionally, you can describe the reason for the return.
  7. Press "Send."
  8. If there is more than one product you want to return, please repeat these steps.
  9. Wait for our reply (usually we reply within two working days, but we always aim to be faster. Send us a message on chat if you are in a hurry)

 


NON-RETURNABLE GOODS

Due to hygienic restrictions, these items can't be returned:

  • Underwear (panties, bras), lingerie, swimsuits.
  • Hosiery (socks, tights, stockings, bodystockings).
  • Masks (any face or eye masks).
  • Gasmasks.
  • Glasses, sunglasses, goggles.
  • All cosmetics: makeup, hair dye, other beauty items.
  • Wigs & eyelashes.
  • Tops, dresses, and bodysuits that are made of mesh and nylon.
  • Earrings & body piercing.
  • Contact eye lenses.
  • Most of the jewelry.
  • Headbands, hairbands, any hair jewelry.
  • Hand-made, made-to-order items.
  • Unpacked home decor & giftware items (e.g., returned candles or mug has to be returned as originally sealed).

 


RETURN CONDITIONS

  • Returns must be in their original state and original packaging, with their original labels and tags.
  • Items must be returned spotlessly clean, unworn, unwashed, and clean, without smells, dust, animal hair, deodorant, or makeup stains.
  • Each returned item should be neatly folded and packed in the original packaging.
  • Any promotional items included free of charge are required to be returned shall the order be returned in full.

PERSONAL HYGIENE

Please do not be offended by these rules, as the following request may seem obvious, but you would be surprised to see some returns we receive. When trying out the clothes, please make sure you do not have and will not contact deodorant, perfume, food, cigarette smoke, filth, dry skin flakes, body grease, animal fur, dust, etc. We do not accept returns of items that have been worn and damaged, or soiled. Sorry, but no exceptions.

 


HOW TO SHIP THE RETURN

You may send a return in the same (outer) package or box, or if using your own, please make sure you do not destroy or harm the original product's packaging bags or carton boxes. If the item were damaged due to being insufficiently packed - we would not accept the return, and an exchange or refund will not be applicable.

You can use any return shipping option, for example, post. Make sure it is trackable so we both can follow it. Always retain the proof of postage. Please note that sometimes it takes up to 10 weeks for a post to deliver the returning packages.

Special conditions for our customers in the USA, UK, & other countries outside the European Union are here.

 


TIMEFRAME TO RETURN

You may send almost any unused item back to us within 14 days from the date when you received the order.

From the day of receiving the order from the courier or when you picked up your order at the post, you have two weeks to send it back to us.

 


DECLINING THE REFUND REQUEST

We reserve the right to refuse a refund for items that are not in a re-sellable condition - regardless of the presence of original tags and packaging. Refunds will not be issued for the returned items that we determine cannot be resold. We may make such determination based on various factors, including, but not limited to, the appearance, smell, or general condition of the item returned to us. The return team decision is final.

When sending any item back to us, please always send it in the same condition you would like to receive these items—please respect our work and other customers.

What happens with the returned but declined to refund item? We can send it back to you with your next order, or you can pay for another forward return shipping, and we will send it back to you.

If the customer whose 'return' was rejected doesn't get back to us within 30 days, the item will be destroyed and recycled.

 


EXCHANGE CONDITIONS

The exchange is only possible to a different size of the same item ordered.
If you wish to exchange for something else – send the item(s) for a money refund or a shopping credit and place the new order.

Free size exchange is not possible if you live outside the European Union due to high international shipping costs and customs procedures. Sorry about that! If you wish to exchange the size of the ordered item, please place the new order for the size you wish and send us the item which did not fit for the refund.

Do you live in the EU & want to exchange the size of the product purchased? No problem! Send the item back to us according to the return conditions above, and we will send an exchange free of charge. You will only have to pay return shipping, but we will send an exchange size for free.

 


FREE SIZE EXCHANGE

Once the item is returned and inspected, if the requested exchange size is available, we will send the size exchange under these conditions:

  • Free of charge within the EU. Exchange shipment will be sent as registered mail by post.
  • Customers in Vilnius can visit our office and make a size exchange free of charge here.
  • We can send size exchanges free of charge to all customers worldwide with their next order, by any courier of their choice, without charging anything for extra weight.

If you don't plan to place an order soon, or should you wish to receive the exchange item by express courier delivery: please send the product for the refund and place the order for the new size.

 


RETURN SHIPPING FROM THE SAME COUNTRY

Return must be sent from the same country to which we originally sent your order unless you send a return from the EU country.

For example:

  • If you travel, you can send the return from any of the European Union countries (not necessarily your original delivery address).
  • If you ordered a delivery to a country outside the EU, the return must be sent from the exact same country.
  • Say, you ordered delivery to Germany, but live in Switzerland. If you want to return an order, you should ship it from Germany. If you want to ship it from Switzerland, you can do so only by DHL/UPS/FedEx couriers with all the customs duties and import taxes prepaid by you.

 


RETURN SHIPPING COSTS

The customer is liable for the return shipping costs.
 
Please note, the INITIAL SHIPPING COSTS are not refunded.
 
IN CASE OF EXCHANGE, if the receiver is within the EU, we can ship the exchange item for free by post.
If the receiver lives outside the EU, we can send an exchange with their next order without extra charge on shipping.

 


UPS RETURN LABEL

SERVICE IS ONLY AVAILABLE FOR THE EU CUSTOMER WHEN SENDING PURCHASED ITEM(S) BACK FOR A REFUND

Upon request, we can create a prepaid return label for the return shipment sent from your nearest UPS courier access point.

How does it work?

  • Please contact us by email or via chat with the UPS return label request.
  • Write your order number, and let us know which item you want to return for a refund.
  • We will create a prepaid return label for you and send it by email.
  • You'd have to pack the return in the smallest package possible, print out the return label, and bring a return parcel to any of the UPS courier's access points.
  • UPS locations near you can be found here: https://www.ups.com/dropoff/.

How much does it cost?

  • A return will cost you the same price as the original delivery + 15 EUR handling fee.
  • We can deduct this payment from your refund (if it is not higher than the returned goods price).

Example:

  • You paid 10 EUR for the delivery, you want to return a purchased item which costs 50 EUR.
  • We will refund you 25 EUR ("50 EUR product price" - "15 EUR handling fee" - "10 EUR delivery cost")

RETURN ADDRESS

FANTASMAGORIA
Jaksto 9-106
01105 Vilnius
Lithuania

Please also write our phone number +37064866613 & email [email protected] so the couriers can contact us about the delivery if needed.

If the shipper requires the name, please write: Jelena Chlebnikova

If you want to send your return to the Parcel Box, please use one of these addresses:
For Omniva or DPD: VC2000 at Jogailos g. 4. Vilniaus VC 2000
For Itella or Smartpost: Itella parcel boxes at Go9, Gedimino pr. 9, 1105 Vilnius
For LP Express: Gedimino pr. 7 or Gedimino pr. 9, 1105 Vilnius

 


IN-STORE RETURN

If you are in Vilnius, welcome to bring your return to our office during workdays and working hours Monday-Friday 9:00-18:00 (closed for a lunch break from 13 until 14:00):

FANTASMAGORIA
01105 Vilnius
Jaksto 9
Entrance through "Vaidilos teatras."
Room 108

Tip: Search for Fantasmagoria on Google maps.

 


REFUND CONDITIONS

After receiving your return, please allow up to 14 days to process your returned item(s). We always aim to be faster, but please keep in mind that it takes time to pick up your return from the post, open and inspect it for quality, and calculate and proceed with the refund.

Please expect to receive a refund in 10 to 20 days from the day we receive your return. Once the refund is done - you will get the email with the notification. It may take 3-5 business days for the refund amount to show up in your account.

Orders returned that received free shipping would receive a refund or credit minus the shipping fee.

Orders returned that received discount based on the total ordered amount would receive the refund based on discount recalculation.

Please note, that the initial and return shipping fees are not refunded.

 


ALTERNATIVES TO RETURN

Is there a minor fault with the item received that you can fix yourself?
Did you order the wrong size/item, but you don't want to bother with sending the item(s) back?
Do you prefer to gift that item to your friend, do a giveaway on your Instagram or TikTok, sell it on eBay, Depop, Vinted, or Facebook marketplace, and instead order a different size? Good choice!
Let us know, and we will provide a discount on your next order of the same item. Contact us through chat or by sending us a message from your order on your account. See the "Contact us about the return" section.

 


WRONG/FAULTY ITEM RECEIVED

Did you receive a wrong or faulty item?
Email [email protected] or through your account or on the chat right after you receive the order. Please introduce yourself, write your order number, and item name, describe the error, and attach photos). The more information you provide, the faster we will resolve your case.
Rest assured, we will reimburse you and solve this issue in your favor.

 


BROKEN PARCEL

Did the box arrive broken and your order is damaged?
External box damage happens very rarely. Our team has very professional packing skills, and we use only the highest quality packing for shipping. However, if you see that the outer box is damaged, please take pictures before opening it. If you find any of the ordered items damaged, please contact us immediately, within 24 hours after receiving the parcel, and send us the photos of the harmed package & goods. Please introduce yourself, write your order number, and item name, describe the error, and attach photos). The more information you provide, the faster we will resolve your case.
Rest assured, we will reimburse you and solve this issue in your favor.

 


WARRANTY

We guarantee to reimburse any faulty or wrong product received or any lost parcel.

We guarantee the goods arrive in excellent condition and we are sure our customers will be thrilled about their orders.
You, our customer, are very important to us and we want you to be delighted.
We make every effort to display the products online as informative as possible and make sure sizing charts are accurate.
Our suppliers have a very high product quality check, and our couriers are taking care of each parcel shipped.

If you have issues with the goods received – contact us right away - we will make it right and fix the problem.

Please note, our Company does not warrant and is not responsible for damages caused by trying out the received items without care. For example, we accept no returns when the customer is trying to put on clothes too small for the customer, using force on fragile items such as jewelry, nylons, or lace fabrics, opening the package without care. We are not liable for defects caused by unusual usage, or insufficient or incorrect care.
Our Company does not warrant and is not responsible for damages caused by misuse, abuse, accidents, the natural breakdown of materials over time, or problems that may be reasonably expected with regular use, wear and tear, or failure to follow bought item care instructions.
However, we guarantee that we will provide you with all possible information and advice regarding the repair of the item, care advice, and when possible, we will offer spare parts & accessories. 

According to our website's T&C, which customers agree on when placing the order, it is necessary to read and agree with the conditions written on this page before the purchase. It will only take 10 min of your time to read and make sure our conditions are clear and adequate.

We have been in business for more than 20 years. One of the foundations of the enjoyable shopping experience at Fantasmagoria has been the trust between our customers and us. To maintain that trust, we expect all customers to treat each other and the seller with respect. Should you have any doubts or troubles - always contact us - we are here to help and support you!

Please note, that if multiple fraudulent returns are detected, we reserve the right to restrict all returns from the customer's account and possibly suspend the account.
If the return rate is higher than 50% than the purchase rate, we reserve the right to remove all discounts or/and any VIP statuses from the customer's account.


MONEY-BACK GUARANTEE

We guarantee you a 100% money refund on returned goods that match Return Policy.

The EU laws protect our customers' purchases.
Customers' payments are protected by PayPal and Braintree payments processors.

 


ONLINE SHOPPING MEMO


The 13 rules to follow when unboxing the purchase.

  1. Open the box or a pack with care. If using scissors or a knife, make sure you don't cut the products inside.
  2. Open the plastic bags or carton packaging with care. Use a ziplock opener where applicable, or remove the sticky tape with care. Please do not cut the plastic bags and destroy the packaging until you are sure that you want to keep the purchase.
  3. Unbox the parcel in a clean room, with no animals around you.
  4. Try shoes on the clean floor, preferably on the carpet, only inside the house.
  5. Try on clothing in a tidy, well-lit room.
  6. When you put the garment down - make sure the surface is spotlessly clean; there is no dust, fur, or hair.
  7. If you decide to return any of the items, put them nicely back into the original packaging right away (before they absorbed any smells or got dust on them)
  8. Please always fold the clothing nicely. Don't just throw it in the box, and don't tuck it as a rag, please!
  9. Make sure the labels are intact.
  10. Pack goods in their original bags (check the item code on the label and the code on the label sticker of the bag)
  11. And please, Always Make sure the item is spotlessly clean (just like you received it).
  12. Always send it back the same way you would like to receive it - clean and nicely folded.
  13. Please note that we reserve the right to reject the serial returners' orders or the customers who return the goods in non-resellable conditions.

 


RETURNS FAQ

QUESTIONS AND ANSWERS

Q: Do I have to contact you and receive the return approval before sending anything back?
A: No, you don't have to notify us. Please read all the "Return Policy" and proceed with the return according to our terms.

 

Q: Do I have to explain why I am returning the purchase?
A: If you could give us feedback on why you did not like the item, it would help us serve you better next time. But you do not have to explain anything if you don't wish to. We accept any reason for return.

 

Q: What does it mean, return within 14 days? Do you have to receive it back within this time frame?
A: "Sending the item back within 14 days from when you received the order" means that you have to ship it within two weeks from the date tracking shows it as "Received" by you. No, it does not mean that we have to receive it in 14 days. We understand that delivery by post might be slow, and it may take up to a few weeks to receive your return.

 

Q: Do I have to send the return using the same shipping courier as I received the item from you?
A: No, not at all. You can send it by any courier, post or parcel box delivery service, or bring it to our office. The most important is that the return items reach our address.

 

Q: I want to return some items from two orders I placed with you. Can I return those items in one package?
A: Yes, of course! Please include delivery lists or invoices of both orders, and mark clearly which items are sent for return for the refund.

 

Q: Do I have to register the returned parcel and use the trackable service?
A: Not necessary if you are shipping from the EU country, but please note that you are responsible for delivery, and we accept no complaints if the return is lost or delivery is delayed.

 

Q: I am in Vilnius. Can I bring the return to your office instead of shipping it back to you?
A: Sure thing! Come over any time Monday-Friday from 9:00 until 13:00 or from 14:00 until 17:30. Please be ready to wait for up to 30 minutes until we inspect the return condition and accept your return. If you want an exchange instead of a return, please get in touch with us in advance so that we can prepare an exchange item for you.

 

Q: Do I have to email you the list of the items I sent back, a copy of the customs declaration, and the tracking number?
A: Yes, it is necessary if you ship from outside the European Union (USA, UK, Switzerland, Norway, Russia, Canada, etc.).

  

Q: Will I receive an email when you receive the return and make a refund?
A: Yes, after the refund is made, we will notify you by email with the credit invoice or the tracking number of the exchange items sent. We will also contact you if there are issues with the returned item (e.g., the returned item is non-sellable)

 

Q: I sent an item 2 weeks ago but did not receive any message from you?
A: Please be patient, follow the tracking number, and note that if you sent the return by post - it might take up to 60 days to arrive.

 

Q: My tracking says that the return has been delivered to you. When do you process it?
A: Please allow up to 14 days to inspect the return and proceed with an exchange or refund.

 

Q: My tracking says that the return has been delivered to your post, but you did not pick it up?
A: It may (rarely) happen that the postman forgets to bring us the note about the returned parcel. Please email us the tracking number, sender's full name, and address, and we will contact the post office.

 

Q: There is a quarantine lockdown in my town, and I can't go out to the post to send the return. Can you extend the return shipping time?
A: Sure thing, we can extend the return term! Please email us and describe the situation; let us know what you want to return. We will get back to you with a solution.

 

Q: Can you send me a return label?
A: Yes, it is possible for our customers within the EU countries. You should agree to pay the shipping expenses for this option and bring the parcel to the courier's access point (drop-off location). It would be the same courier which we used to ship your order to you. You'd have to bring a return parcel to any of the courier drop-off locations or access points. A return will cost you the same price as the original delivery + 15 EUR handling fee. We can deduct this payment from your refund (if it is not higher than the returned goods price). Please contact us by email or via chat with this request, write your order number, and let us know what you want to return and if it is for a refund or exchange.

  

Q: Where do I find the return form?
A: To send anything back to us, you don't need a return form. Please use the "delivery list" or invoice and mark the returned items. For more info please refer to the general return policy.

 

Q: Can your courier come to my address and pick up the return?
A: Sorry, at the moment it is not possible. We can provide you with the return label, but you should bring the parcel to the courier's drop-off or access point locations. We will send you the link with the list of couriers locations closest to your address in the email with the return label.

 

Q: I bought the item as a Christmas present, can you extend the return time?
A: Sure! All orders purchased and received in December (from 12.01 until 12.31) can be sent back on the first week of January and not later than January 14th.

 

Q: I ordered delivery to Germany but I live in Switzerland. Can I send a return from Switzerland?
A: No, sorry. The return must be shipped from the same country it was shipped to. Unless you send back the return from the country within the EU.

 

Q: Can I cancel the order and ask for a refund if the order is shipped?
A: Yes, you can, of course, but please note that in this case, we will refund you only after the order returns to us, and we will not be able to refund you the initial and return shipping costs, and we will charge you all the expenses related to this return (including all customs charges if any).
You can wait until the order arrives and send it back to us, or you can refuse to pick it up from the post or courier and ask the shipper to send it back to us. Please note, that when the order is refused, courier services and post take a long time to proceed with the return. Please, be patient and expect to wait up to 3 months if you are from Europe and up to 6 months if you are from any country outside Europe.
Return shipping costs of the unclaimed parcel from within the EU countries cost the same as the initial shipping + 15 EUR.
Return shipping costs of the unclaimed parcel from the countries outside the EU cost the same as the initial shipping + at least 30 EUR, customs clearance of the return shipments costs 20 EUR to 60 EUR depending on the size of the parcel.

  

Q: I placed the order, but I want to cancel it and get a refund. However, I do not see the cancellation button on my account.
A: To cancel the placed order, please call us right away at +37064866613.
Let us know your order number, full name, and the reason for cancellation.
You can also contact us by email or chat, but we do not guarantee that we'll see your message before the order is shipped.
Please note that order cancelation is only possible within 30 min after you place an order, and only if the order is not yet packed/shipped.

 

Q: I ordered the goods for an event, but they arrived too late. Can I send them back and get a refund?
A: Yes, of course. Please inform us about the return by email or via chat, do not open the parcel, and send it back to us. Once we receive the return, we will refund you for goods, except shipping expenses.
Attention! If you are located in the US or other countries outside the EU, please return according to the instructions here before sending anything back to us. 

 

Q: Will you refund me if I don't pick up my order from Post Office or Courier?
A: If you refuse the order, the order will be returned to us. Please note that we will not refund you the initial and return shipping costs, and we will charge you all the expenses related to this return (including all customs charges, if any). Please note, that when the order is refused, courier services and post take a long time to proceed with the return. Please, be patient and expect to wait up to 3 months if you are from Europe and up to 6 months if you are from any country outside Europe.
Return shipping costs of the unclaimed parcel from within the EU countries cost the same as the initial shipping, plus 15 EUR.
Return shipping costs of the unclaimed parcel from the countries outside the EU cost the same as the initial shipping, plus at least 30 EUR, customs clearance of the return shipments costs 20 EUR to 60 EUR depending on the size of the parcel.

 

Q: Is there COVID-related refund delays?
A: There are no COVID-related order packing & shipping delays or refund delays from our side, but there might be slight delays in the delivery because of possible traffic disruptions related to lockdowns. Please read all the information here.

  

Q: My order is lost at the post office or by couriers. Will you refund me or resend the new order?
If you think your order is lost, please contact us immediately by email or via chat. Please write your order number, full name, complete address, and contact phone number, and please explain what happened to the delivery of your order.
We will then start the investigation, which takes up to 2 weeks for orders sent by couriers and 30 days for orders sent by post. Once the investigation is completed, and if your order is not found nor delivered to you, we will contact you with an offer to resend all goods free of charge or refund you in full (the decision is yours).

 

Q: What happens if the courier fails to deliver my order and is sent back to you?
A: Usually, we resend it free of charge, but each situation is unique, so we will contact you once your parcel is returned to us and discuss the shipping options.
If you find out that the order we sent you failed to deliver and sent back to us, please contact us immediately by email or chat. In your message, please explain the situation, and write your full address, contact phone number, and full name.

 

Q: I think I was overcharged by customs (I live outside the EU). Can you help me?
A: Sorry about that, unfortunately, we can't help you here. Please contact your country's customs office and ask them to revise their charge.

 

Q: I live outside the EU, and I paid taxes when receiving my order. Now I want to return something. Will you refund me the taxes I paid?
A: We'd like to help you, but we can't as those taxes you paid to your country's tax office. To receive a tax refund, please contact your country's tax office and customs bureau.

 

Q: Why don't you provide a free return label?
A: We wish we could, but we do not include shipping expenses in the product price. The majority of our customers are happy with their orders and never return them, so they are happy that we keep the low prices and do not add shipping to the product price. The shipping prices are pretty high and get higher every year, so we can't offer a free return on our inexpensive goods. Also, sending the parcels back and forth is not eco-friendly.

  

Q: Can you refund to the different account than I paid from?
A: No, sorry, that is not possible as we can only refund the same account. If that is a problem, we can always issue you a shopping credit coupon instead of a refund.

 

Q: Why did I receive a smaller refund than the cost of the product?
A: Please check your invoice, and note that you used the discount when placing the order. Therefore we refunded you the product price minus the discount, and this means we refunded you precisely the amount you paid for the returned item(s).

 

Q: My ordered clothing arrived wrinkly. Can I ask for an exchange or refund?
A: Sorry, but as it says in our T&C, due to the nature of online business, packing, storage, and shipment of clothing items, we don't accept complaints about the wrinkles caused by packing. Please use an iron or bring the clothing to the "apparel cleaning service," and they will iron it for you.

 

Q: I bought the pair of shoes, and wore them for a few days; they feel uncomfortable, and I want to return them. Is it possible?
A: Sorry, but this is impossible due to the hygiene restrictions (sweat inside the shoe, possible dirt on the outer side of the shoe, possible wear marks). When you receive shoes, please try and wear them at home (indoors) on a spotless floor, preferably on the carpet, until you are sure you are keeping them. Shoes should be returned unmarked and in their original, undamaged shoe box.

  

Q: I received a faulty item, and I would like to send it back for a refund or exchange. What are the options?
A: Sorry about the inconvenience: there are a few options on solving this, each case is individual, and it depends on what that fault is, when you received the order and where you are from. 
Please send us an email to [email protected]. Describe the issue, write your order number, full name, contact phone number; the name or the code of the faulty item, and attach the photos of the faulty item (please make sure the fault is visible on the photo; please send the close-up and the full photo of the item). If the photos are too big or you made a video, please use the free WeTransfer website's services to send us the files. Also, please let us know if you can send the item back to us or if you would prefer us to send you the return label.
We will then get back to you with the solution to the problem.

 

Q: I received the size which does not suit me, and I want to sell it and place the order in different sizes. Can you give me an offer?
A: Sorry about that, and yes! Please send us an email to [email protected] with your order number, full name, contact phone number, the name, or the code of the item which did not suit you. Let us know for which size you would like to exchange, and write your height, bust/waist/hips circumference to advise the best-fit size for you. We will get back to you with the discount coupon offer, which you can use on your future order.

 

Q: I received an item that does not suit me. Can I sell it on your Facebook groups?
A: Of course! You are more than welcome to do this. Please post in our Facebook groups: Fantasmagoria (for any goods bought at our store) & Punk Rave (only for Punk Rave goods bought at our store), message us on the website's chat, we will then approve your post and give you a discount coupon on your next order. When sending a message on chat, please mention your full name, and order number, and please tell that it is regarding the approval of the Facebook group post.

 

Q: One of the items has a minor fault that I can fix myself or a sewist's help. Can you give me a discount coupon for that?
A: Absolutely! Sorry about the inconvenience, and thank you for solving this yourself. Please send us an email to [email protected] with your order number, full name, contact phone number; the name or the code of the faulty item, and attach the photos of the faulty item (please make sure the fault is visible on the photo; please send the close-up and the full photo of the item). If the photos are too big or you made a video, please use the free WeTransfer website's services to send us the files.

Q: Shipping back to you is too expensive in my country. Could you please advise something?
A: Sure thing! If you bought something that you can't wear because of the size or a fit, perhaps take it to the local sewist and ask them to tailor the item for you?
You can also gift it to someone or make a giveaway competition to promote your social media channel.
Or, perhaps, try selling it on the Facebook marketplace in your area, on Depop, Vinted, or eBay platforms, or our Facebook groups Fantasmagoria (for any goods bought at our store) & Punk Rave (only for Punk Rave goods bought at our store). If you decide to sell in our groups, make a post first, then message us on the website's chat; we will approve your post and give you a discount coupon on your next order. When sending a message on chat, please mention your full name, and order number, and please tell that it is regarding the approval of the Facebook group post.

 

Q: I am sending you an item for exchange to another size, and I see there is only one piece left. Could you please reserve this size for me?
A: Yes, of course! Once you send back the return, please send us an email with the tracking number of the return parcel, and email us the link or name of the item you sent back and the size you want it to exchange for. We will reserve this size for you and send it to you once the returned item is received & inspected.

 

Q: Where can I see the status of my return?
A: Please log in to your account, go to the orders section, press on the order which items you returned and see its status. Also, please check the tracking link and see if we have already received the return. If the order was received by us more than 2 weeks ago - please check your email for a notification from us. Also, please check your bank account or PayPal account for a refund.

 


Plan to return footwear? Please read the information here first.


 

CUSTOMERS REVIEWS



Last updated: March 31st, 2022.


To avoid returns, read the full product description, check details, sizing chart, and look through all the product images and close-ups.

For more information, please refer to our sales terms and conditions.

If in doubt, chat with us - we are always here to help you with size, style advice, or other issues!

Welcome to give us feedback on our return terms, and let us know if you'd like us to adjust them.

Are you missing some info? Need help with your return? Have questions about the returns and refunds? Chat with us or email us - we'd be happy to help you!

 

 

Thank you for shopping at Fantasmagoria!

Kind regards,

FANTASMAGORIA CUSTOMER SUPPORT TEAM

Email: [email protected]
Phone: +37064866613
Address: Jaksto 9-108, 01105 Vilnius, Lithuania
Online-store: Fantasmagoria.shop


 

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