RETURNS & EXCHANGES
The buyer will have a maximum period of 14 calendar days from the date the product was received to return it.
The customer must bear the shipping and customs costs if they decide to return the product, unless said return is due to an error on the part of Fatma Omarova, such as the shipment of an incorrect or defective item.
Returns will not be accepted if the product has been used or tampered with or if it is not in the original packaging in which it was received. The product must be in perfect condition.
As established in section “c” of article 103 of Spanish Law 3/2014, dated March 27, which modifies the consolidated text of the General Law for the Defense of Consumers and Users, “The provision of goods manufactured to the specifications of the consumer/user or clearly customized are exempt from the right to cancel the transaction and/or make returns.”
STEPS TO FOLLOW FOR A RETURN
Email us at pedidos@fatmaomarova.com. Put the word “RETURN” in the subject line of your email and, in the body of the message, please include the order number and the reason for your return. Attach a copy of your invoice from the purchase.
You will receive a response in your email confirming the return request. From that moment on, you will be able to send us the purchased item or items.
Once we have received the product and verified that everything is in order, we will notify you. Next, we will proceed to refund the amount paid for said purchase using the same method that you used when making your payment.
STEPS TO MAKE A CHANGE IN AN ORDER
Email us at pedidos@fatmaomarova.com with the subject line “CHANGE.” In the body of the message, please include your order number and the reason for the change. Don’t forget to attach a copy of your invoice from the purchase.
Make a new purchase through our website.
You will receive a response in your email confirming your change request. From that moment on, you will be able to send us the item or items you are returning.
Once we have received the product and verified that everything is in order, we will notify you. Next, we will proceed to refund the amount paid for said purchase using the same method that you used when making your payment for the product you are returning.
WHAT SHOULD YOU DO IF YOUR ORDER IS DEFECTIVE OR NOT WHAT YOUR ORDERED?
We will refund your money or exchange the product, whichever you prefer. We will assume the shipping costs of the new product and we will pick up the defective or incorrect product.
Email us at pedidos@fatmaomarova.com with the subject line “SHIPPING MISTAKE.” In the body of the message, please include your order number. If the product is defective, briefly describe the defect. If there has been a mistake with the size or fabric, please let us know.
In just a few days, we will proceed to refund or exchange your item.
PLEASE NOTE: We reserve the right to refuse any return or exchange request if the conditions outlined above are not met.
Questions? Send us an email at: pedidos@fatmaomarova.com