Thank you for choosing Ferolyn. We are committed to ensuring a reliable, worry-free experience from the moment you place your order until it arrives at your doorstep. If your package arrives damaged, incorrect, or with an issue, our support team is ready to step in and make things right swiftly.
1. 30-Day Resolution Window
You have up to 30 days from the confirmed delivery date to submit a request for a replacement, return, or refund on your order.
2. Damaged or Defective Goods
If your package arrives impaired or sustains damage during transit, we will promptly issue a complete refund or dispatch a brand-new replacement at absolutely zero additional cost to you.
3. Incorrect or Mismatched Deliveries
If you receive an item that does not match your purchase details or product description (such as an incorrect model, variant, color, or size), we will provide a full refund or send the correct product right away, free of charge.
4. Order Adjustments & Accidental Purchases
If you need to make changes or notice an error in your order, please email us right away at hello@ferolyn.com. We can quickly update or cancel orders that have not yet begun processing at our facility. However, once a parcel leaves our fulfillment warehouse, it cannot be modified or retrieved, and we are unable to process returns or refunds resulting from ordering errors after dispatch.
5. Change of Mind Policy
While we stand behind our products and swiftly rectify damaged, defective, or incorrect orders, we cannot accept returns or refunds based purely on a change of mind. Because Ferolyn covers complete worldwide shipping costs on all orders, non-essential returns cannot be accommodated. Valid issues—such as transit damage, functional defects, or incorrect shipments—are required to approve a claim.
6. European Union Right of Withdrawal
Under statutory consumer protection laws, customers located within the European Union are entitled to cancel their order within 30 days of receiving the final parcel of their delivery.
Exercising Your Right: Send an email to hello@ferolyn.com including your order number and a clear statement of your intention to withdraw.
Cancellations: EU shoppers may cancel an order at any point prior to order fulfillment by reaching out to our team.
Reimbursement Timeline: Following formal notification of withdrawal, your refund will be completed within 14 days. Return logistics are fully covered at no charge; we will arrange collection directly from your address.
7. How to Submit a Claim
To start a claim, please send an email with your order number and clear photos or a short video demonstrating the issue to hello@ferolyn.com. Our support team reviews all requests within 24 to 48 hours and will respond with next steps for your approved replacement or reimbursement.
8. Refund Settlement & Payouts
All reimbursements are securely handled via Shopify Payments. Once approved, the funds are automatically returned to your original payment method, typically clearing within 2 to 10 business days depending on your financial institution. If your account does not reflect the credit after 10 business days, please contact us at hello@ferolyn.com so we can look into it for you.
9. Return Shipping & Collections
Because items are routed through multiple fulfillment hubs, our team assesses item status individually before issuing return guidelines. If a physical return is necessary, you will never face unexpected fees. We coordinate convenient carrier pickup through trusted logistics partners like packagesender.com to collect faulty or mis-shipped parcels straight from your doorstep.
Have questions or need assistance with an existing order? Get in touch with us at hello@ferolyn.com. We are always here to help.