How and when can I return an item?

Changed your mind?

As our valued customer, your satisfaction is our priority. If for any reason you are not completely satisfied with your purchase, you have 7 days from the delivery date to return it and receive a refund. In addition to refunding the value of the item paid, including shipping costs, we will cover the return shipping costs*. Below you will find instructions on how to make a return.

Damaged items

Should you receive defective or damaged items, please contact our customer service to request a replacement or refund.

Non-refundable items

Some items, such as custom-made products or products that deteriorate quickly, are excluded from the right of withdrawal. 

Returning an item

Step 1:

Contact our customer service, within 7 days of receiving the order, via:

Website: the contact form https://www.fauniverse.it/

Phone: +39 351 586 5135 Monday to Friday, 8:00 AM - 6:00 PM

Inform our customer service of the name, code, and quantities of the items you wish to return.

If possible, return the items in their original packaging. Alternatively, use appropriate packaging.

Choose one of the following return options:

Collection service. The courier will collect the item free of charge at the address you provide. Contact our customer service to communicate a weekday for collection.

Drop-off. Personally deliver the package to one of the many Poste Italiane branches. This is a free service. Contact our customer service to request the return label. 

Shipping at your expense. Ship the package at your expense using a courier of your choice. Using this option, the shipping costs incurred will be refunded* to you along with the value of the returned item within 7 days of receiving the return.

The address of our returns warehouse is:

 

Italia

*Shipping costs incurred will be reimbursed up to a maximum of €7.5. Costs incurred for express shipments or for shipments of bulky items will not be reimbursed.

For the return of bulky and/or heavy items, we recommend choosing our free collection service by contacting our customer service.

Once we receive the return at our warehouses, you will receive a confirmation email.