Shipping & Returns

At Feirix we put clarity and safety first. Below is a short summary of shipping, returns and customer service.

1) Shipping

• Origin: products are shipped mainly from partner distribution centres in Spain (the country is shown on the product page), so delivery times and costs depend on the origin of the product and the delivery address.
• Cost and time at checkout: shipping cost and estimated delivery are calculated automatically before payment.
• Split shipments: an order with products from different origins may arrive in more than one parcel, with several tracking codes.
• Tracking: after dispatch we send the tracking code when available.

2) Returns — right of withdrawal

• Period: you may withdraw from the purchase within 14 days of the day you received the item, without giving any reason.
• How: use the Withdraw from contract here function (also in the footer, your account and the order email), or send us a clear statement by email. You will receive an acknowledgement of receipt by email.
• Sending the item back: return it within 14 days of your statement; we will tell you where to send it, which may be the warehouse of the logistics partner in Spain the item shipped from.
• Costs: return shipping costs are borne by the customer, unless the item is faulty or the error is ours.
• Refund: within 14 days of your statement, by the same payment method, including the standard delivery costs paid on purchase; we may wait until we receive the item or proof of dispatch.
• Condition of the item: you may examine it as you would in a shop. Missing original packaging does not prevent a return; if the item was handled beyond what is necessary, the refund may be reduced by the corresponding loss in value.

3) Exceptions to the right of withdrawal

• Items sealed for health or hygiene reasons (e.g. intimate products) that were unsealed after delivery.
• Items made to measure or clearly personalised.
• Sealed audio/video recordings or software that were unsealed, and digital content already downloaded with your prior consent.
• Items that deteriorate or expire rapidly.

4) Faulty or damaged item, or wrong item — legal guarantee

• All new products have a 3-year legal guarantee of conformity from delivery.
• If you receive a damaged, faulty or wrong item, contact us as soon as possible, ideally with photos of the item and packaging, so we can solve it faster (repair, replacement, price reduction or refund). In these cases shipping costs are on us.

5) Customer service

Email: [email protected] · Phone/WhatsApp: (+351) 968 880 872 — we usually reply in less than 1 hour, between 9 am and 10 pm (Portugal time).

For the full legal information, see our Terms and Conditions.