Refund & Return Policy
We have a strict return policy due to the fragility of our items and the importance of re-packing them exactly as they were sent to you. Returns are subject to all of the following conditions:
Returns must be initiated WITHIN 5 BUSINESS DAYS after receiving your item which means you have 5 business days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. Items must be packed back in the original box in exactly the same manner as they were received by you to protect the items from damage during the return shipping. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at ciao@festoni.com. If your return is accepted, we’ll send you a return shipping label that includes the price of insurance, as well as instructions on how and where to send your package. Once the returned item or items is received back to Festoni in good condition, an in-house credit will be issued to your account, minus the cost of the return shipping, the cost of insuring the returned item, and a 25% restocking fee.
Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at ciao@festoni.com
DAMAGES OR ISSUES
Please inspect your order upon reception and contact us IMMEDIATELY AND WITHIN FIVE BUSINESS DAYS OF DELIVERY OF MERCHANDISE if the item is defective, damaged or if you receive the wrong item. To file a claim, you must retain all cartons and packing materials, and you must provide pictures of the damaged item, the outside of the shipping box and the packaging inside the box to ciao@festoni.com. We reserve the right to refuse claims not made within 5 BUSINESS DAYS of receipt of the delivery.
CLAIM REQUIREMENTS
All packaging material and damaged goods must be kept in the original form as received. Packaging and damaged goods should not be disposed of or released to the carrier before a claim is completed as photographs will be required. Failure to comply will result in the denial of the claim due to insufficient packing.
Concealed damage allows for the discovery of loss or damage up to 5 BUSINESS days after final delivery. The loss is deemed to have possibly occurred during the insured transit. Discovery of loss or damage occurring 5 BUSINESS days or later after final delivery is deemed to have occurred while the shipment was NOT in transit, and therefore, is not covered.
Photos are crucial: Always take pictures of the damaged product, the shipping box, and the shipping label with the tracking number clearly visible.
Exceptions / non-returnable items
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.
NO REFUNDS
All accepted returns to Festoni following the above conditions will be issued an in-house credit, less the cost of return shipping, insurance for the return shipping and a 25% re-stocking fee.
