You have 30 days from the delivery date to start a return, and the return label is free. There is no restocking fee, and we accept exchanges.
How to return or exchange something
- Email support@festiviaz.com with your order number, the item, and whether you want a refund or an exchange.
- We reply within 1 business day with a return authorization number and a free prepaid return label that you download and print. The label carries the correct return address.
- Pack the item in its original packaging, attach the label, and post it by mail within 14 days of receiving the label.
- Once the return arrives and is checked, we issue your refund within 5 business days, or send the exchange item.
Please use the label we send you. Parcels sent to any other address, including our registered address in Kentucky, cannot be matched to an order.
Who pays return shipping
We do, for every eligible return. The prepaid label is free whether the item arrived damaged, we sent the wrong item, or you simply changed your mind.
Exchanges
You can exchange an item for a different length, color or style of equal price. Ask for an exchange in your first email. The replacement ships as soon as your return is received, and it takes the normal delivery time set out in our Shipping Policy.
What we cannot take back
Personalized items are final sale. Anything engraved, or made to a name, initial or spelling you supplied, cannot be returned unless it arrived damaged or we made the mistake ourselves.
Items must be new and unworn. We cannot accept an item that has been worn, altered or resized, or one returned without its packaging.
Damaged or wrong items
Photograph the problem within 48 hours of delivery and email it to us. Include the parcel and the item in the picture. We send a replacement or a full refund, whichever you prefer, and you do not post anything back unless we ask.
Refunds
Refunds go back to the card or account you paid with. We issue them within 5 business days of receiving the return. Your bank then takes its own time, usually 3 to 10 business days, before the money shows on your statement. Your original shipping charge is refunded when the return is our fault.
Canceling an order
You can cancel free of charge within 24 hours of ordering. Email support@festiviaz.com with your order number. After 24 hours the order is usually already with the warehouse, and you will need to use the returns process above instead.